Daimler Trucks North America Introduces New Technology to Enhance the Customer Experience

Daimler Trucks North America (DTNA) announces technological innovations to improve the customer experience with the introduction of Express WriteUp and updates to Uptime Pro. 

Express WriteUp is a mobile application that allows service advisors to wirelessly create a complete repair order. When a vehicle arrives at the service location, the service advisor can obtain all necessary vehicle data by scanning the VIN or QR code that is located on the door pillar. The application instantly loads all warranty coverage, repair history and Detroit Connect Virtual Techniciansm details.

“A scanned vehicle number eliminates human entry errors and further speeds the overall repair process,” said Marty Kubiak, manager, central service systems, DTNA. “An incorrect VIN can create many problems downstream of the repair process. The intake process for a truck repair is the first and most critical step.”

After a vehicle is received through Express WriteUp, Uptime Pro helps dealers to stay connected with the customer throughout the repair and manage the repair more efficiently. Uptime Pro connects to the dealer management system and enables several external feeds to allow email and text messages to be sent to customers. Additionally, email responses from customers are automatically logged back to the repair order.

“You can’t have a network without a communications platform,” said Dan Stevens, COO/partner, Lonestar Truck Group, one of DTNA’s largest dealership groups in the Southwest. “Uptime Pro is that platform. Our customers want greater transparency throughout the repair process and Uptime Pro is the answer.”

The suite of technology applications that DTNA has created makes the network more effective when servicing a customer. It saves time and ensures that the most accurate information is available throughout the service process.

“I can’t tell you how many steps I have saved by using Uptime Pro. Now all I have to do is look up the repair order, read the list of comments from everyone and then I’m able to give the customer an update without having to track anyone down,” said Scott Masterson, service advisor and continuous improvement coordinator, Peach State Freightliner. “Anytime the repair order is touched, a note is put into Uptime Pro. This ensures all information is easily accessible, accurate and up to date.”

About Daimler Trucks North America

Daimler Trucks North America LLC, headquartered in Portland, Ore., is the leading heavy-duty truck manufacturer in North America. It manufactures, sells, and services commercial vehicles under the Freightliner, Western Star, Detroit, and Thomas Built Buses nameplates. Daimler Trucks North America is a Daimler company. For more information, visit www.daimler-trucksnorthamerica.com

Source: https://daimler-trucksnorthamerica.com/influence/press-releases/#daimler-trucks-north-america-introduces-new-2017-09-25