Chrysler 2000 Annual Report Download - page 34

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Report on Operations – Fiat and its Customers
…Iveco’s Client Center…
For Iveco, a key means of achieving customer satisfaction is
providing good service over the entire life of its vehicles, which
can deliver peak productivity only if operating costs and
downtime are kept to a minimum.
In response to the growing complexity of today’s commercial
vehicles, with electronics controlling engines, braking systems
and many other vital components, Iveco has steadily
upgraded its customer support services, ensuring that its
products operate reliably, without breakdowns and cost
effectively.
It also developed powerful diagnostic systems for repair
shops, including mobile units for roadside diagnostics.
A new remote diagnostic system, which is now in the final
stage of development, will allow an expert center located in
Turin to check problems and offer effective repair solutions
to users anywhere in Europe. In the future, the system will
be able to receive data on the performance of Iveco vehicles
while they are in operation.
As part of its commitment to provide top-quality service, Iveco
has completely reengineered the procurement and distribution
of its replacement parts, consolidating five warehouses in
Western Europe into a single virtual warehouse capable of
delivering outstanding service.
To improve its customer care operations, the Sector took
over the management of its Client Center.
It then developed a sophisticated computer system that helps
operators field calls in seven languages, identify the location
of a caller, locate the nearest authorized repair shop and even
record the level of customer satisfaction.
The system allows Iveco to provide customers with
comprehensive service and help them deal with sometimes
difficult situations, by arranging to have disabled vehicles
restarted, offering replacement trucks and, if necessary,
locating an hotel for the driver.
The Client Center became operational in October 1999. Today,
it has 37 workstations and a youthful staff of 80 operators
who speak an average of three languages each. Iveco’s Client
Center covers all of Western Europe serving a pool of about
900,000 vehicles.
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Fiat Doblò ELX.