Volvo Trucks Malaysia (Volvo) has upped the ante in customer service enhancement with the launch of Fast Track Service facility at its flagship Shah Alam dealership – designed to increase efficiency for its customers by enabling quicker turnaround in truck repair. This latest move by the global commercial vehicle manufacturer follows a string of dealership expansions and refurbishments under the company’s network development strategy aimed at amplifying customer benefits and expanding the value and experience of truck ownership for its customers.
Volvo’s Fast Track Service comprises of four dedicated bays or fast track lanes which are specially designed and allocated to undertake minor repair work of trucks with a duration of two hours or less. Thus, customers with trucks that require minimal repair or service do not need to waste time waiting in line with other trucks that may need more complex diagnosing and longer repair time.
Mats Nilsson, Managing Director, Volvo Malaysia said, “Volvo fully understands that efficient uptime of trucks is a mission critical to our customers’ business vitality and productivity. As a leading player in the commercial transportation sector, we strive to provide superior aftermarket services by constantly creating innovative solutions for our customers’ progress.”
A special Fast Track Service team comprising a group of highly-trained and skilled technicians and service advisors has been tasked to ensure that the customers’ truck issues are attended to promptly. The team will also see to an efficient scheduling of repair work, pre-diagnosing of problems, high quality repair and management of smooth operational work flow in all the four bays, all to reduce waiting time whilst keeping the regular bays available for trucks that need more attention and longer repair.
The Fast Track Service bookings must be made at least 48 working hours in advance in order for the specialized team to pre-diagnose and prepare parts and tools for immediate repair of the affected trucks.
Gunasekaran Muthu, General Manager, Central Region, Volvo Malaysia commented, “Pre-diagnosis during bookings helps speed the process as the team is able to determine the parts and tools needed way in advance, thus creating efficiency and reducing wasted time at the workshops.”
“With a short and fixed time of maximum two hours to service or repair the trucks, our customers can plan their truck stops and driver roster more effectively as compared to them not knowing when their trucks will be ready to hit the roads again. And in that two hours, drivers can wait comfortably at our drivers’ lounge and enjoy some beverages there,” said Gunasekaran.
“However, should unexpected problems be detected and which may require more than two hours’ of repair time, we will inform the respective customer and reallocate the repair work to the regular bay to avoid disruption to the Fast Track Service lanes,” Gunasekaran further added.
“We decided to introduce the Fast Track Service as a value-added service which directly respond to our customers’ increasing need to improve and maintain uptime as the logistics and haulage industry continues to burgeon. For now, this service is only available in our Shah Alam dealership where there is a high concentration of trucks coming in as the location is close to the ports. In time to come, we may extend this service to our other dealership locations across the country,” said Nilsson.
Nilsson also shared that this latest service will also improve the company’s workshop utilization and productivity, and over time increases its revenue on parts and labour as a result of expected higher turnover of fast moving parts.
The four-lane Fast Track Service facility can repair up to a maximum of 16 trucks per day. For urgent cases only, bookings may be accepted a day prior and work hours may be extended to accommodate more trucks. Other services complimenting the Fast Track Service include a brake testing facility located just next to the lanes. Customers are advised to make early booking by calling 1-300-808-108.
Fast Track Service opens from Monday to Friday, 8.30am – 6.00pm (excluding public holidays) and accepts all Volvo truck models and variants.
More information on the new Volvo Fast Track Service can be obtained from www.volvotrucks.com.my
