Annual Report 2010 - Knorr-Bremse AG.

RepoR t
105
Service
Knorr-Bremse’s “Active Service” concept set new standards of support for dealerships, repair
shops and fleet operators, offering tailor-made, cost-effective solutions and a strong regional
presence, with the company available 24/7 by telephone, on the Internet or via local contacts.
2010 saw it further improve its already excellent levels of aftermarket service.
Active Service
Knorr-Bremse has brought together its entire range of services for dealerships, repair shops, fleet managers
and drivers under the title of “Active Service” with the aim of helping them achieve maximum
efficiency and economy in all aspects of their operational and business processes. Active service offers
a concept tailored to each particular application and adjusted to the increasing complexity of commercial
vehicle systems. From initial product development to installation and subsequent servicing,
everything is focused on offering the customer the best possible service. The service portfolio is based
on the criteria of safety, quality and economy throughout the entire lifecycle of a product.
A combination of OE-quality products and enhancement of practical skills through technical training
and hotline support enables turnaround times in repair shops to be shortened. Rapid online access to
servicing manuals, service news and other technical documentation is included. Standardization of
products reduces inventory costs and capital tie-up and also – despite the increasing variety of products
involved – ensures product availability for servicing. Internet-based services such as the electronic
product catalogue enable products and relevant information to be rapidly found.
The entire product catalogue including technical details and drawings can be viewed at any time on
the Knorr-Bremse website. And to ensure ease of use, the functions related to product search, web
shop, legacy parts and warranties are linked with SAP. In Europe, warranty inquiries are also linked directly
to Knorr-Bremse’s QSYS quality system.