Chrysler 2004 Annual Report Download - page 18

the cutting-edge engineering concepts employed in the
Trakker’s Cursor 8 and Cursor 13 ensure unfailingly high
performance together with unmatched dependability.
Iveco Irisbus also broadened its offerings, concentrating on
low-emissions vehicles and in particular on units running on
natural gas. In 2004, the city of Turin started field trials of the
hydrogen-powered CityClass bus, the first public transport
vehicle in Italy – and one of the first in the world – equipped
with a fuel cell.
The range of special vehicles was also extended during the year
to include new Iveco Astra articulated dumpers equipped with
Cursor engines, and new solutions for the fire-fighting sector.
At the IAA International Motor Show in Hannover, Iveco
presented its new range of engines for on-road applications,
which already comply – well ahead of the deadline mandated
by law – with Euro 4 and Euro 5 emissions requirements. In
addition, the new range of Vector engines for industrial use,
power generation and railway and marine applications was
launched.
SERVICES
In 2004, Customer Service reinforced its global capacity, both
from the standpoint of the quality and promptness of the
support provided for Iveco brands, and in terms of geographical
coverage. Spare parts logistics service for Irisbus and Iveco
Motors, for example, was closely integrated with the service
developed for commercial vehicles customers. Gradual
standardization of on-board equipment made it possible
to develop service schemes that can be extended to all types
of vehicle. Particular attention was devoted to enhancing the
support that Customer Service International Operations
provides for customers in Eastern European markets, Africa,
the Middle East and the Asia Pacific region.
The Customer Support Center improved its remote diagnostics
services, increasing the skills available at the Expert Center, and
significantly increasing the number of remote services that were
provided, which rose by 75% over 2003. During the year, the
number of repair shops connected telematically to the system
was also increased, ensuring that customers’ needs can be
satisfied more quickly than ever.
Iveco also launched the innovative E.A.SY. (Electronic Advanced
System) diagnostics tool which proved to be an immediate hit
with the repair network: in a few short months, over a thousand
repair centers were already putting the system’s enormous
potential to profitable use.
2004 was also the year that saw the birth of P.O.W.E.R. (Parts on
Web Easy Research), the new web-based electronic service parts
catalog. This tool ensures that information can be updated
continuously, making it easier to locate the right part and thus
cutting repair times.
Careful attention to Customer Satisfaction data made it possible
to build customer loyalty towards Iveco’s aftersales offerings,
which generated a record-breaking 18% increase in operating
income by comparison with 2003.
Customer loyalty was also promoted through integrated
measures such as maintenance and repair contracts, while a
vehicle lifecycle management program was developed which will
enable the network to seize commercial opportunities by tailoring
its service offerings to the vehicle’s residual value and use.
REPORT ON
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