Volvo 2011 Annual Report Download - page 46

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A GLOBAL GROUP 2011
WORLD-CLASS SERVICES
STRENGTHENS CUSTOMER
RELATIONSHIPS
and spare parts. The Volvo Group’s increasingly broad
range of these services and aftermarket products, so
called soft products, is of ever-increasing importance to
the Group’s competitiveness.
When customers choose supplier of vehicles or machinery,
the offering of supplementary services combined with
excellent products is a crucial factor. Accordingly, the
Volvo Group offers such services as financing and insur-
ance, various forms of service agreements, accessories
Many customers want long-term cooperation around total solutions to
execute their work as efficiently as possible with maximum profitability
and reliability.
The services and aftermarket products business (so called soft products)
Spare parts
Aftermarket Product Areas Service Offering
New parts
Used and
remanu-
factured parts
Extended
parts
Uptime
Services
Service
planning
Maintenance
and repair
Updates and
upgrades
Service
contracts
Software
Vehicle
software
Fleet/Trans-
port Services
Transport
management
Driver time
management
Vehicle
management
Security,
safety &
environment
Driver info
& support
Accessories
Accessories
Non-Volvo
accessories
Merchandise
products
Support
Services
Competence
development
Fleet
management
Call center
services
Consultancy
Services
Information
services
Service
Products
Service
literature
Service /
dealer tools
Parts
Services
Financial
Services
Dealer
financing
Customer
financing
Rental
Insurance
Card and pay-
ment solutions
Sales of hard
products 77% (73)
Sales of services and
aftermarket products
(soft products) 23% (27)
Soft product share of Industrial
Operations’ net sales 2011
42