DTNA details new customer experience organization

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Updated Aug 22, 2019

Cq5dam thumbnail 1050 1050 2019 08 21 13 13With the creation of its recently announced Customer Experience (CX) organization, Daimler Trucks North America says it will be better able to meet the needs and expectations of its customers.

All customer-facing areas of DTNA now roll up into CX, including aftermarket fleet service, Warranty, call centers, aftermarket service products and service systems, in an effort to streamline customer support.

“It’s our priority to transform the organization, whose focus has primarily been operational excellence, to one that is equally as focused on customer service excellence,” said Stefan Kurschner, DTNA’s senior vice president of aftermarket.

Paul Romanaggi, DTNA’s new chief CX officer, says the organization’s main objectives are to improve the ability to meet customers’ most immediate needs, provide a holistic approach to customer support, identify opportunities to improve customer service and develop plans to meet customer needs as technologies change.

“It is our job to make sure everything we have to offer is fully embedded into our customers’ operations,” said Romanaggi. “No customer goes unaccounted for.”

In developing the CX organization, DTNA created a new metrics suite focused on the processes that are directly linked to customer satisfaction. As an example of its customer-focused initiatives, DTNA is reintroducing its one-stop warranty program for supplier component warranties with timeframes that extend beyond the OEM vehicle warranty.

“It is a huge hassle for our customers and dealers to understand all the coverages and processes for reimbursement and it creates mass confusion,” said Romanaggi. With one-stop warranty, “We are going to reimburse you upfront. On the backend, we will handle all the different claim filing requirements between DTNA and our supplier base.”


Improving uptime

Last year, DTNA set forth a goal to provide 24-hour-or-less turnaround time for service events, and the company said it is well on its way to delivering on its promise.

“Customers need to know more, know it faster and they expect their trucks to be fixed faster,” said Kurschner, adding that two-thirds of its service network is now able to deliver on the 24-hour-or-less commitment.

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With the new DTNA parts distribution center in Phoenix now in operation, DTNA can offer dedicated parts delivery within 12 hours to 90 percent of its service network that includes 636 authorized service locations, 173 distributor locations and a 251-location service partnership with TravelCenters of America and Petro with more than a thousand service bays, 3,300 technicians and 450 roadside service vehicles.

Kurschner said DTNA plans to open a second PDC in Canada to support the parts operation it currently runs out of Calgary.