New Service Management System now Fully Equipped in all Rihm Kenworth Service Departments
Unscheduled truck and trailer breakdowns can be costly and also greatly affect the owner operator, driver, fleet and end user. The OEMs and dealers together have recognized this problem and in response Kenworth Truck Co. has requested that all Kenworth dealerships start utilizing a new system to help improve all communication between customers, technicians, service advisors, suppliers and Kenworth’s corporate office. This new system is called PACCAR Solutions – Service Management.
How does this new process benefit truck and fleet owners? The PACCAR Solutions Fleet Service Management program is a web-based truck repair management tool that reduces the overall time spent on phone calls with the service team by providing scheduling options and repair statuses that can be accessed at any time of day. Service appointments can be easily scheduled with any PACCAR dealership in the United States and Canada directly through the online portal. This paperless system also allows technicians to spend more time in the shop working on trucks because they can now directly communicate to a dedicated parts person using a digital messaging program called “Note.” The parts department is then able to check their inventory and take the part right out to the technician to complete the repair. This is improving technician proficiency, which means trucks are being completed faster and more efficiently with technicians no longer needing to wait at the parts counter to receive the needed part.
Our goal is to make it as easy and pain-free as possible for you to manage in-progress service fixes and get trucks back out making money as quickly as possible. In the event of a longer repair situation, we want to communicate the circumstances as quickly as possible to allow for timely business decisions to be made. Customer communications are now efficiently sent through text and email messages. If you work with a fleet and would like to set up your fleet to receive service alerts from PACCAR Solutions, just scan the QR code at the bottom of this page. By fully utilizing this technology, we hope to change all of our dealership locations to be completely paperless by November of this year. However, we do recognize that there are still a fair amount of owner operators and small businesses that do not currently utilize email and/or text, so for these people, we will continue to reach out by phone call when needed.
Over the last year our team has been working hard to implement PACCAR Solutions – Service Management in all our Rihm Kenworth locations, and we are proud to say that we have succeeded in doing just that as all dealership locations are now using this as their main estimating and customer communication tool. This service is provided at no cost to the customer and allows for direct access to track repairs, receive and approve estimates, communicate directly with your service team and quickly receive updates via email or text message. When fully implemented and utilized correctly, there is no need to pick up a phone to call and wait for an update. All service updates and case information can now be easily sent directly to a mobile device or accessed directly through the email link provided.
Each time service is needed, our goal is to get your truck back on the road as quickly as possible and to communicate all the necessary details needed to run your business successfully. PACCAR Solutions – Service Management has already started enhancing our ability to meet that goal in a big way. We look forward to showing you the newly improved efficiency and streamlined communication we now provide in all our dealership service departments during your next visit.
Learn more about PACCAR Solutions – Service Management.