NorCal Kenworth enhances the service experience for its customers
NorCal Kenworth is rolling out Kenworth’s new Service Management Program, a state of the art Service Relationship Management (SRM) software platform designed to help more efficiently manage customer vehicle service process and keep customers fully informed of the status of their trucks as repairs and service are performed. NorCal Kenworth is already known for their focus on service to customers and now, they are investing to ensure that they continue to deliver world class customer service as their service business grows.
NorCal Kenworth lives by three basic tenants: Experienced – Professional – Service. While NorCal Kenworth continues to focus on delivering on the promise of these three important words, the implementation of the new Kenworth Service Management Program software, will enable them to keep customers better informed of the status of their trucks via email or SMS text messages at every step of the service and repair process, ensuring that fleet downtime is minimized, a key benefit to customers wanting to keep their trucks up and running.
- Improved internal and external communications and data access decrease to decrease dwell time – the time a vehicle is at a NorCal Kenworth facility without progress towards its completion.
- Facilitate Mobile check-in and electronic inspections to reduce check-in time and increase upsell potential
- Electronic estimate creation and approval.
NorCal Kenworth’s use of the new Service Management Program will improve its internal service efficiency and productivity by reducing the dependence on the paper and phone based processes of yesterday while minimizing constant fire drills, dissatisfied customers and arguments over invoice surprises. The program will be rolled out at the NorCal Kenworth San Leandro location initially with the other branches following after an initial testing phase.
NorCal Kenworth, Northern California’s leading medium and heavy duty truck dealership group has 4 strategically located operations with over 200 truck professionals dedicated to serving its customers’ needs. NorCal Kenworth offers new trucks, factory certified service for Kenworth and other makes of trucks, genuine Kenworth parts as well as a full line of all makes parts.