YOUNTVILLE, Calif. – July 28, 2015 – Daimler Trucks North America (DTNA) aftermarket executives today shared their strategic vision for their business, emphasizing innovation, integration and consistency to provide excellent customer experience. DTNA is continuing to build a service network together with their dealers and distributors that strive for market leadership in customer satisfaction by investing in and providing service solutions.
“We are driving industry-leading innovation through our products and services,” said Friedrich Baumann, senior vice president, Aftermarket for Daimler Trucks North America. “DTNA will continue to focus on lowering real cost of ownership and increasing vehicle uptime. Our objective is to offer a suite of solutions, which anticipates, personalizes and transforms customer experience.”
Baumann pointed to the evolution of the customer experience, “through the integration of best-in-class back-counter parts availability, service quality, customer communication, business relationships and enhanced telematics. It is the integration of all of these service aspects which will make the difference for our customers.”
“Many industries have done a good job considering how customer needs progress as new products are introduced,” noted Baumann. “Our goal is to elevate what we have already done, incorporate additional best practices we have seen in other industries, and reshape the definition of customer experience within the trucking industry.”
The foundation of DTNA’s focus on customer experience is built by its outstanding relationship with the DTNA dealer and distributor network and the joint investments and collaborative execution of a whole suite of industry leading aftermarket initiatives.
“Our dealers and distributors are on the frontline, and we need to arm them with the best tools, systems and resources to deliver a great customer experience,” said Baumann. “This is how we are jointly creating a long-term business partnership with our customers.”
Ray Hufnagel, president, Plastic Express: “What’s imperative to us is to work with a team who is a business partner – our dealer collaborates with our business to ensure our drivers, our trucks and our loads are all pieces of the customer experience equation. Having a dealer partner that understands and fully supports our business on this level helps us to be successful.”
“It’s about taking what we have developed and going one step further. For example, programs such as Elite Support are already focusing on not just servicing trucks, but on the entire customer experience,” said Catherine Auckland, director of aftermarket marketing for Daimler Trucks North America. “Uptime is expected by our customers and is the basic requirement of any service business. Our customers at DTNA expect more. Partnered with the best network in the industry we’re elevating the entire customer experience.”
Elite Support has a stringent certification process which requires dealers to meet specific criteria across twenty customer experience areas. The entire experience – from service to training to facility design – is geared towards creating a productive, efficient and comfortable customer-focused experience.
DTNA’s entire suite of aftermarket business solutions touches upon every aspect of the customer experience such as centralized billing, an online parts ordering tool, retail inventory management systems, and sophisticated service tools and communications.
“We are considering every interaction, every service event, as an opportunity to consistently deliver on our promises,” said Auckland.
“It’s important that we proactively demonstrate our commitment and continuous improvement efforts to customers,” said Brad Fauvre, president, Velocity Vehicle Group. “And for us, that first starts with our relationship with DTNA. Our joint investment in our customer’s experience is critical.”
About Daimler Trucks North America
Daimler Trucks North America LLC, headquartered in Portland, Oregon, is the leading heavy-duty truck manufacturer in North America. Daimler Trucks North America produces and markets commercial vehicles under the Freightliner, Western Star and Thomas Built Buses nameplates. Daimler Trucks North America is a Daimler company, the world's leading commercial vehicle manufacturer
The Detroit™ Connect portal is easy-to-use, one-stop-shop for all vehicle performance data gathered, transmitted and analyzed by Detroit Connect. The portal gives you access to insights delivered by Detroit Connect Virtual Technician℠. The Detroit Connect portal will also give you access to new features, such as Remote Updates, and Analytics, available late 2017.Detroit connect portal login
All DDCSN content has been migrated to our DTNAConnect web portal. All information previously on the DDCSN is now on DTNAConnect. We have created a quick reference guide to help you locate the migrated content on DTNAConnect. Existing DDCSN login credentials will also work with DTNAConnect. Please work with your security administrators for login or content issues. If you do encounter any technical issues, please contact the Software Support Center at 855-639-8680 or email@example.comDTNA CONNECT PORTAL LOGIN
DTNA Connect is the starting point for working with all brands and franchises that fall under the Daimler Trucks North America umbrella: Detroit, Thomas Built Buses, SelecTrucks, Sterling, Freightliner, and Western Star. Here, you can access the full spectrum of online applications, resources and tools you need. Whether you use DTNA online resources to complete repairs, purchase parts, submit warranty claims, spec new vehicles or track the status of your truck orders, DTNAConnect streamlines the tasks and activities that are part of your daily work routine.DTNA Connect Portal Login