ELITE
SUPPORT
ELITE SUPPORT DIFFERENCE
Elite Support is an elite network of Daimler Trucks North America dealers who deliver a superior experience, in a consistent manner, at a good value, as validated by the customer.
Uptime is a major factor in determining your Real Cost of Ownership. A single unscheduled day of downtime could cost upwards of $1,000, so we are focused on maximizing your Uptime. Express Assessment is our commitment to provide you with a preliminary assessment within two hours of arrival, enabling you to make informed decisions. RimPro, our data- driven stocking, ensures that parts are readily available. Our technicians work in well- organized, safe, and efficient service bays. End Result = your unit back on the road faster!
A continuous improvement coordinator (CIC) is located at all of our Elite Support dealerships and utilizes the 9 lean principles to solve opportunities for improvement, instill accountability, and eliminate waste within our dealerships. CIC’s are accountable for all 149+ criteria items across all aspects of the dealership within Service, Parts, and Sales.
Our Journey began with a single Stoops location piloting Elite Support in 2010, and it has flooded our culture at Truck Country and Stoops locations since.
ELITE SUPPORT DIFFERENCE
Express Assessment is the commitment to provide a preliminary assessment and communication to the customer within 2 hours of arrival.
- Preliminary assessment within 2 hours of arrival is our goal to allow the customer to make an informed business decision.
- Initial communication should include
- What repair(s) are needed
- When repairs will be complete
- How much repairs will cost
- If what, when, & how much is not known at the 2 hour mark, communication will include:
- What diagnosis & information is known at that time, giving the customer as much detail as possible
- When full diagnosis with What, When, and How Much will be communicated
- Available during open hours, all shifts
- Every Customer, Every Time
- All vehicles requiring diagnosis
- All operations (not just mission disabling)
- All vehicle makes and types
- All customer types
- All labor types