ELITE SUPPORT DIFFERENCE
Elite Support is a high performing group of Daimler Trucks North America dealers, delivering a superior customer service experience, in a consistent manner, at a good value as experienced by the customer.
Every Elite Support certified dealership is dedicated to unrivaled customer service and a commitment to continuous improvement. Major investments in facilities, equipment, personnel, parts inventory, and processes enable our staff to rapidly diagnose your concerns, make efficient repairs, and keep you informed. Add superior support from Freightliner and Western Star and you ultimately get more value.
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 diagnosis and communication 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!
Elite Support certified dealers are staffed by experienced Service and Parts employees and factory- trained Technicians. Every repair is quality checked before leaving the service bay- reducing comebacks and giving you the fast turnaround you need to keep the wheels turning.
Timely customer communications are vital to maintaining Elite Support Certification, and your input is an integral element to our Continuous Improvement Process. We strive to understand your business priorities and deliver superb service and support that is worthy of your trust. At the end of your service, you will receive an email through our survey system, Medallia. Please take some time to let us know how we are doing? We also pay close attention to our Google reviews and ensure that when a positive comment is left, that we share that with the hard- working employees of Truck Country. In addition, we attentively review our opportunities for improvement and develop actionable change to ensure we provide the best customer service experience.
Continuous Improvement Coordinator
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 123+ 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 diagnosis and communication to the customer within 2 hours of arrival.
Key Components of Express Assessment
- Preliminary diagnosis and communication to the customer 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
Express Assessment is measured and tracked for continuous improvement