In order to improve the standards of service provided to truck owners from China, BVG (formerly Scania-Rus LLC), a leading Russian provider of solutions in the field of sales and maintenance of commercial vehicles, announces the launch of a system of service contracts for its customers. The Optima Plus package is already available to customers of new machines, and the Premium package is under development. Later, a similar service will be launched for buyers of used vehicles.
A service contract is a single contract for maintenance in the official BVG dealer network. The current Optima Plus offer includes access to the extended BWG Connect telematics package, maintenance scheduling by the company's specialists and maintenance of machines at any BWG service center: currently there are 61 service centers operating in various regions of Russia, another one is planned to be opened by the end of the year 10 — in Bryansk, Smolensk, Orel, St. Petersburg, Penza, Krasnoyarsk, Vladikavkaz, Yekaterinburg, Samara and Magadan.
The contract can be concluded for a period of one year. Payment for the service is made monthly. The cost is calculated for a specific type of truck, taking into account the transport tasks of each client (average fuel consumption, etc.). In 2024, the company plans to introduce a Premium service contract, which, in addition to scheduled maintenance work and access to the BWG Connect system, will involve the direct repair of vehicle parts and assemblies.
“Manufacturers in China do not have a unified approach to service, and BVG systematizes this work in our country, removing issues related to the launch and maintenance of Chinese equipment entering the Russian market. We use the experience gained over more than 25 years of cooperation with the Scania brand, so our new product is based on the high European standards of customer service that Russian carriers are used to, — says Alexander Tsypin, General Director of BVG. — We think over in detail the content of each TO and develop an action plan aimed at ensuring that the equipment stays on the line as long and efficiently as possible. It is also important that the client initially receives information on costs by year and can build a business with a clear understanding of the costs of the service,” said Alexander Tsypin, General Director of BVG.
The maintenance schedule is compiled by the company’s specialists, taking into account the type and a specific model of equipment, as well as the tasks performed by the machine and the conditions of its operation. If necessary, it can be adjusted based on the data collected by the telematics system in real time. In particular, it monitors such vehicle operation parameters as fuel consumption, engine idling time, mileage, speed, etc.
An automated system and an employee of the dealership remind of the upcoming maintenance. In addition, the client is given access to the “Personal Account” (including in the mobile application), where you can always check the current parameters of the machine’s operation and the date of the next technical inspection. Thus, the owner of the equipment gets the opportunity to fully control all maintenance costs and, strictly following the service schedule, prevent breakdowns and unscheduled repairs of his machine, reducing its downtime and increasing business efficiency. And if the repair is still needed as an additional service, you can be sure that the problem will be solved with the involvement of professional specialists.
Convenient access to information obtained using the BWG Connect telematics system is primarily important for transport companies: tracking machine operation parameters in a mobile application and managing this data directly affect the operations of enterprises and help save money. In particular, drivers can monitor fuel consumption and other important parameters in real time, thus monitoring the implementation of KPIs that affect their wages. And fleet owners, having received information about the work of each employee, will be able to identify the problems of specific drivers and offer them targeted assistance in the form of specific training programs, discuss best practices with staff and correctly set up the reward system.
“The implementation of service contracts was carried out by employees of our company, well known to Russian dealers, who previously worked with Scania and applied all their experience to provide customers with a quality launch and appropriate maintenance of Chinese equipment,” said Alexander Tsypin, General Director of BVG. “We hope that customers will appreciate our new service, and transport companies purchasing trucks from China will be confident that they will be provided with a European-level service in Russia.”
Official dealers of BVG LLC have all the necessary tools for maintenance and repair of equipment, including modern diagnostic equipment. They are also given access to up-to-date technical information about the machines (which is especially important in cases of modifications or updates) and original spare parts. 95% level (95 out of 100 items ordered). In addition, the company will soon open a representative office in the Chinese city of Shenyang, which will deal with the export of heavy trucks, as well as create a spare parts warehouse for their import to Russia. Employees of the dealer network undergo special training, including unique BVG trainings on working with Chinese equipment.
The control of the quality of customer service from a call to the issuance of a car is carried out by a specially created division in BVG LLC, which is responsible for the development and implementation of standards for the dealer network and for optimizing business processes. During on-site inspections and informal visits, the dealer network development department discusses with dealers, and additional training is provided if necessary.
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