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Volvo Trucks


Is it really possible to promise a customer a truck that is always operational? Until now, no truck manufacturer has dared to do this; however, Volvo Trucks has now become the first truck brand with a service contract that promises 100 per cent uptime.

For more than 30 years, Volvo Trucks has been offering its customers service contracts of various kinds. Based on this experience, Volvo Trucks are now launching an entirely new type of contract, in conjunction with their new truck models. The most far-reaching service commitment is the one for the new Volvo FH and the new Volvo FM tractor ranges, which is especially ambitious in Europe since it includes a promise of 100 per cent uptime. So now, anyone signing up to a new Volvo Gold Contract, hands over the risk of the truck coming to a standstill to Volvo Trucks.

“Volvo Trucks is the first truck manufacturer to take care of its customers in this way and actually say ‘we will take the responsibility’. This is totally new,” says John Russell, Transport Solution Manager for Volvo Trucks in the UK.

Customers with this new Gold Contract pay a fixed monthly fee and then hand over all the service, all the maintenance and any repairs to Volvo Trucks. Volvo Trucks in turn, promise that the truck will be available whenever the customer needs it and if this promise is not kept, the customer will receive pre-determined compensation.

This kind of offer has been made possible by new technology. Volvo Trucks has previously used telematics for services like Dynafleet and Fuel Advice, but it is now taking another step and basing a service contract on measurement data of this kind. Trucks with the new Gold Contract are linked to the Telematics Gateway communication unit, which registers how far the truck is driven, its gross vehicle weight, the terrain it is being driven in, the status of various components and whether any will soon need replacing. Then a customer service representative at the dealership is responsible for keeping a check on, and reacting to, any deviating information.

“If the customer service representative sees that a component appears to need replacing within the next few weeks, they will call the customer and ask when it would be suitable for the truck to be brought in,” commented John.

As far as Volvo Trucks is concerned, service contracts result in customers who are more satisfied and more loyal.

“Service contracts are probably the most important service we have at Transport Solutions when it comes to creating long-term loyalty,” says John, adding “It is vitally important that promises are kept and that continuous contact is maintained to ensure that service contracts offer customers value for money.

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