Chrysler 2010 Annual Report Download - page 128

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SERVICES
During the year, activity trends in the Customer Services area were mixed. In the first half, there were clear
signs of recovery for maintenance activities (compared with particularly weak performance for the same period
in 2009), driven by an increase in vehicle mileage in nearly all markets and regions. In the second half, although
the overall trend continued upward, performance varied notably from market to market.
With regards to spare parts, renewed reliability of supply meant that availability was progressively restored and
service returned to pre-crisis levels.
The three-year investment plan aimed at increasing flexibility of the logistics infrastructure and processes
continued on course. A new automated system installed at the central warehouse in Turin during the year will
increase the speed and reliability of spare parts withdrawal.
The company’s direct presence in Russia, established in 2008, has enabled it to respond rapidly to the recovery
in the local market.
In collaboration with the Chinese joint ventures, regular spare parts supply flows were set up to ensure service
support for Iveco vehicles exported to other markets. The logistics infrastructure and processes will be further
enhanced during 2011.
In 2010, Technical Assistance activities focused on the VOR Log: a new system for monitoring vehicles being
serviced across the network and minimizing vehicle downtime. Now operational throughout Western Europe,
this system has been employed throughout the primary network and Customer Services organization to
ensure maximum focus and responsiveness to customer support requests. Customer Services also worked
on development of a plan to enhance the level of service provided throughout the Iveco network, addressing
various aspects of the assistance process with the objective of achieving an overall improvement in customer
perception of Iveco quality. The plan was presented and made operational at the beginning of 2011. Also during
the year, new features were introduced to “OneCall” (the call management system supporting the technical
assistance provided by the network), providing an improvement in the level of service and increased customer
satisfaction.
With the inauguration of its first Truck Station in Hanover, Iveco launched a new international initiative for heavy
transport. Truck Station service points are equipped to respond to all of a transport operator’s needs in a single
stop, with 24 hour-a-day assistance for both trucks and trailers.
Iveco offers financial services in Europe and, through the financial services companies of Fiat Group
Automobiles, in Latin America, Poland and China.
Since 2005, activity in Western Europe has been managed by Iveco Finance Holdings Limited (IFHL), a joint
venture with Barclays Group in which Iveco holds a 49% stake (accounted for under the equity method).
This joint venture supports the sector’s European sales through the provision of financing to dealers and end
customers in France, Germany, Italy and the United Kingdom.
In Spain, the activity is managed by Transolver Finance Establecimiento Financiero de Credito S.A., a 50/50
joint venture with the Santander Group (accounted for under the equity method) that offers both dealer and
end-customer financing. Iveco also provides medium and long-term rental services in Spain through Transolver
Service S.A., a wholly-owned subsidiary (fully consolidated).