Daimler Trucks looks to boost customer service

Elite Support dealerships could grow in coming years

matt smedley daimler

Ask anyone who owns and runs a truck and they’ll tell you about the importance of receiving top quality service.

Daimler Trucks, parent of Mercedes-Benz, Freightliner and Fuso, are promising to better look after their customers in coming years, including the potential of having more dealerships handed the ‘Elite Support’ classification.

Related: Electric Freightliner Trucks debut in North America

The commitment comes as Freightliner Trucks enters a crucial phase in Australia, an all-new model, the Cascadia is getting ready to launch here in the next 18 months or so and there are big expectations around that vehicle.

We will be publishing more details on that keenly anticipated new offering soon.

On hand at a special preview showing of the new Cascadia was a new addition to the local Daimler Trucks team, Matt Smedley (pictured above).

As reported here, Matt is the new boss of dealer development in Australia and is on assignment in Australia from Daimler Trucks North America for three years.

He headed up the Elite Support program in North America, locally he will also look to expand the program beyond the two locations that have qualified for the special classification.

Those local Elite Support dealers are Daimler Trucks Somerton and West Orange Motors.

Matt has told heavyvehicles.com.au that he believes the potential expansion in the number of Daimler Trucks dealers involved will be good news for local truck/bus operators.

“Our focus is on continuous improvement and there’s a desire to be better than we have been in the past.”

To qualify for Elite Support classification a dealership must meet or exceed in over 130 criteria, particularly in areas around customer facilities, ensuring customers are briefed around waiting times and quick fault diagnostics.

“But it is mainly a commitment from the dealer to continue to improve that we look for.”

There’s no direct incentives for dealers to attempt to gain the classification, however Matt says the experience in the U.S., where the majority of Daimler Trucks dealerships have the classification, is that those dealers do make more money.

While Matt said customers will benefit from having better performing dealerships at their disposal.

We will keep you updated when/if further Daimler Trucks dealerships qualify for the Elite Support classification.

Meantime, Daimler Truck and Bus President and CEO, Daniel Whitehead has said he is happy with the current number of local dealers for the group.

Currently, Daimler has 22 sales dealerships in Australia, while servicing dealers number 37.

Daniel says he’s happy with those numbers, but believes some of the locations of the service centres could be improved.

The Aussie boss saying several sites, including in Victoria, could be in better strategic locations and that this was an issue that the company was looking at.

We will keep you updated as any further details come to hand and stay tuned for details on the all-new Freightliner Cascadia.

Related: Freightliner to farewell Argosy in Australia in 2020

Stay up to date with the latest Freightliner Trucks News at heavyvehicles.com.au.

About Joel Helmes 1676 Articles
Joel is the founder and CEO of Heavy Vehicles. With more than 20 years experience in the media, including more than 10 years heading up the car publication - Behind the Wheel, Joel is passionate about bringing a fresh perspective to the Australian road transport industry. Prior to his media career Joel worked for a number of years as a bus, truck and delivery driver.

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