Thanks to a powerful, user-friendly, new Volvo dealer system application named ‘E-service’, customers of Northern Ireland’s Dennison Commercials are receiving electronic copies of their service sheets by email immediately after work has been completed by the workshop.
With the introduction of ‘O’ Licence legislation in Northern Ireland, E-service is helping operators comply with the requirement for accurate and timely maintenance record keeping while also potentially avoiding delays to deliveries waiting at VOSA roadside checks.
In this trial, one of several at Volvo dealerships in the UK prior to a full roll-out in the whole network, Dennison Commercials – who have four Dealerpoints in the Northern Ireland, plus a bus and coach PDI unit at the Wrightbus manufacturing facility at Ballymena and a Commercial Vehicle Bodyshop – is the first multi-site Volvo dealer to carry out all servicing using E-service.
In addition to providing customers with accurate, rapidly produced copies of completed service sheets, E-service supports automatic capturing and reporting of vehicle defects. As a result, Dennison Commercials’ workshop technicians, who have E-service installed on their laptops, flag defects up on the system – in real time – while working on vehicles. This enables Customer Service Representatives (CSRs) on the front desk to provide customers with the option, depending on the type of defect, of when to have the repair carried out.
E-service provides greater control of vehicle defects, improving communication to the customer and ensuring documentation when presented to the customer is of the highest quality, which will help to reduce vehicle downtime and breakdowns.
Lynn McBurney of McBurney Transport in Ballymena, had this to say about E-service: “I find the downloading of the service sheets an excellent way of keeping our records up-to-date. The format is easy to use and the service sheets are available on screen immediately after the work is completed, thus enabling any outstanding issues to be addressed as soon as possible.”
Volvo Trucks Managing Director Ulf Magnusson is convinced of the benefits customers will accrue from using E-service: “This is a first for the industry and represents a fundamental change in the way and speed with which Volvo customers receive this vital service information,” he says,
He continues, “E-service is one more part in the growing portfolio of information technology-based applications with which we are supporting our valued customers and helping them maintain compliance with their ‘O’ Licence conditions,” he added. “Dennison Commercials and a number of other Volvo dealers have successfully trialled it and we are now planning on rolling out E-service to the rest of the network during 2013.”
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