ArvinMeritor’s Commercial Vehicle Aftermarket business announced Jan. 22 that it has established an improved-service Customer Care Center at both its U.S. and Canadian parts distribution centers. The company launched its 5-Star Partner service last January, and the service includes a parts distribution system intended to facilitate high-fill rates and on-time delivery. The Customer Care Center is the latest element in its 5-Star Partner service.
“Based on our years of servicing and listening to our customers, we determined it was time to take our service level up a notch,” says Shelly Beneteau, senior manager of Customer Service at Florence, Ky.-based CVA. “Our goal is to achieve first-call resolution – answering customers’ calls within 20 seconds, and if there’s follow-up or research required, resolution will occur within 24 hours.”
CVA says customers can expect to receive – by phoning 888-725-9355 in the United States, or 800-387-3889 in Canada – a simplified phone menu to three options: for pricing and availability, or to place an order; to identify a part, or to receive technical help; and to access the Care Center for all other inquiries. All calls will be assigned a case number and followed by team members to closure, identifying areas in need of improvement, according to CVA; online information and order status will be updated hourly on XpresswayPlus.com, a website created solely for aftermarket customers.
“It’s important that our customers see true value in their supplier-partner,” says Todd Kindem, director of North America sales and marketing at CVA. “We understand our customers need and deserve quick and accurate answers, whether it’s through our Customer Care Center or our district sales managers. This enhancement announced today takes our service level up and enables us to continue to improve our services in the years ahead.”
ArvinMeritor’s Commercial Vehicle Aftermarket group offers replacement parts for the company’s complete braking systems, drive-steer-trailer axles, drivelines and suspension and ride control products in North America, Europe and South America. ArvinMeritor’s aftermarket parts are distributed under the Meritor and Euclid brands.