In a bid to become customers’ number one choice for uptime in Europe, the Middle East and Africa, Volvo CE has assembled a dedicated team to proactively support Volvo dealers in providing solutions to problems that can lead to reduced uptime.
It will serve as an IT nerve centre, monitoring data transmitted by connected machines through CareTrack and identifying areas where uptime and efficiency can be increased.
“The majority of problems we work with should be things that we detect before the dealer or customer does. That’s our goal – to be proactive and provide solutions to problems before they happen,” says Fredrik Gerhardsson, VP Aftermarket within Volvo CE Sales Region EMEA.
Case handlers will alert dealers to machine errors codes and alarms so that they can take immediate action on behalf of their customers, reducing unplanned stops, spending on fuel and maintenance and preventing future problems.
Cross-functional collaboration
The centre is the outcome of a reorganisation of the product support department as effectively guiding dealers with preventative maintenance requires expertise from more than just the aftermarket.