THE FIAT GROUP IN

“…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.
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.
In 2001, the Customer Service operations were expanded
through the creation of a Multipurpose Center in Turin, which
serves as a unified command post for all of Iveco’s 24/7
assistance services. The purpose of the new Center is to
provide comprehensive support to customers by offering
a service that can help them maximize vehicle productivity
and reduce the cost of downtime.
A couple of years ago, Iveco 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 nearest 24/7 Iveco repair shop and even record
the level of customer satisfaction.
The Client Center uses the most sophisticated hardware and
software available today to provide its representatives with
online access, in real time, to databases of its customers,
vehicles, dealer network and authorized Iveco repair shops.
The Center has 80 employees, who speak all major European
languages and are available to assist customers in distress 24
hours a day, every day of the year.
The goal of this system is to provide customers with
comprehensive service and help them deal with emergency
situations, by arranging to have disabled vehicles restarted,
offering replacement trucks, locating a hotel for the driver and
providing financial assistance.
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