Managing fuel economy, services charges, part prices and downtime are all an integrated function of the total cost of ownership (TCO) for any fleet, so at Daimler, cis one standout method they have employed to offer the best in customer service.
Friedrich Baumann, the senior vice president for Aftermarket Daimler Trucks North America (DTNA), explained the five key steps that deliver uptime.
“We must first broaden our retail approach,” Baumann said. “We can only survive and excel by providing a better platform for the ease of doing business.”
The platform, according to Baumann, must be built from over the counter excellence, a strong digital presence and expanding the Alliance truck parts portfolio.
Once the retail sector has been broadened, Baumann notes that Daimler must revamp their retail inventory management (RIM) system.
“It is time to revisit this system and take the next step in improving it,” Baumann said.
According to Baumann, Daimler’s goal is to construct a fully functioning system that can easily locate and track parts and then quickly send them out. Revamping the current system means more parts will be available at service points, a direct delivery system will be implemented and customer service outside of an area of responsibility.
Detroit Connect, new technology that offers a virtual technician and an onboard tablet will assist with diagnostics and also reduce downtime.
“It’s a much more integrated approach between the truck that is rolling and all other aspects of the road,” said Baumann.
Baumann also noted that Daimler pans to leverage Detroit Reman.
“We will expand the remanufactured portfolio and negotiate with the passenger car side and get into the remanufacturing of the six cylinder engine,” said Baumann,
Lastly, Daimler aims to raise distributor and dealer network performance as a part of their five-step plan to deliver uptime.
“Downtime is often more expensive than actual repairs,” said Baumann.
With quick diagnostics, companies and companies can effectively plan an efficient delivery route when a truck isn’t running.
Bauman, quoting a colleague, said, “Bad news given early is better than bad news given late.”
The five-step approach to delivering uptime is underway, but Baumann guaranteed that in one-year industry personnel with gather to discuss whether the approach is on target or missing the mark.
