Volvo 2014 Annual Report Download - page 54
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Strengthen customer relationships
When customers choose a supplier of vehicles or
machinery, the offering of supplementary services
combined with excellent products is a crucial factor.
Customer surveys show that the Volvo Group’s
companies get high ratings in terms of service and spare parts
availability in most markets. As important as getting the custom-
ers’ vehicles and machines back in operation quickly, is the way
customers are treated. This does not apply to just a specifi c work-
shop, instead customers must be able to count on receiving the
same, fi rst-class service wherever they are.
The Volvo Group offers such services as fi nan cing and insur-
ance, various forms of service agreements, accessories and spare
parts. The Volvo Group’s increasingly broad range ofthese ser-
vices and aftermarket products is ofever-increasing importance
to the Group’s competitiveness.
Distribution of net sales 2014
Sales of services and
aftermarket products,
26% (27)
Sales of hard
products, 74% (73)
A GLOBAL GROUP 2014
BUSINESS MODEL
WORLD-CLASS SERVICES
AND DISTRIBUTION
The Volvo VM is a medium-heavy truck developed for South
America. The truck is suited for various regional distribution
and urban operations.
Renault Trucks enjoys challenges
and has launched the RTEC, an
aftersales challenge for its
entire European dealer network.
The aim is to develop skills and
highlight the Renault Trucks
network’s
expertise in
providing after-
sales services to
its current and future
customers. Dubbed the RTEC
for “Road To Excellence Championship”, this new
challenge is aimed at inviting the best aftersales professionals in the
Renault Trucks European network to compete against each other in
teams. It will also be an opportunity for entrants to compare experiences
from one country to another, discuss their expertise and enhance their
skills so as to offer Renault Trucks customers services with an even
higher level of excellence.
Every other year Volvo Trucks and Volvo Buses stage the VISTA com-
petition, which is the world's largest competition for aftermarket person-
nel. UD Trucks holds the Gemba Challenge, which is an aftermarket
competition for employees in Asia and Africa. Volvo CE also organizes a
global competition for its aftermarket personnel, called the Volvo CE
Masters.
May the
best team
win!
Many customers want long-term cooperation around total solu-
tions to execute their work as effi ciently as possible with maxi-
mum profi tability and reliability.
50