The Customer Management Teams were created as a result of a need to focus all our customer-facing activities, regardless of internal responsibilities, with the aim of providing customers with an even stronger experience dealing with Volvo. Starting back in the spring of this year each support centre is now up and running with an experienced multi-functional team consisting of:-
Customer Support Centre Manager Area Business Managers (New machine sales) Used Equipment Sales Manager Utility & Road Equipment Manager Customer Support Sales Manager (Parts & Service sales) Parts & Service supervisors
By taking a holistic view of the customer’s business the teams are able to tailor the right products and services to specific customer’s requirements within their area. This helps to ensure that they get exactly what they need from a key supplier like Volvo in order to maximise their profitability and operational performance.
Meetings are held monthly at each Customer Support Centre with the customer always remaining at the heart of it. The team discuss the business needs of customers from their perspective and agree on a local strategy utilising all the available resources at their disposal. And the results of initial strategies are already being implemented and the benefits being passed onto customers at a local level – for instance our South Wales support centre in Treforest has now engaged a dedicated mobile welding service
and will shortly follow our Immingham and Duxford centres by introducing a mobile line boring facility capable of refurbishment work on Volvo and non-Volvo machines.
Whilst these meetings may go largely unnoticed, all of our customers and indeed potentially new customers to Volvo can rest assured that we are working to deliver them with a product and service that matches their needs and their budget.
A new mobile welding service has been setup by the Treforest CMT
THE VOICE PAGE 31
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