The team at Whitehorse Truck Centre are thrilled to announce their Daimler Elite Support Certification, the 10th Dealership in Australia and the 4th for Adtrans National Trucks.
Tired of being just another number in line instead of a valued customer? We ensure that as an Elite Dealer we are focussed on what truly matters - your truck and your business. That means we don't do things the easy way, we do them the right way - every time.
Elite Support is a joint initiative by Daimler Truck and Bus and the dealership network that is aimed at delivering a new level of service for customers of Mercedes - Benz, Freightliner and Fuso in Australia. It's built around the idea that professional operators work hard, and their service network should too.
Elite Support certification is available to Daimler Truck and Bus dealerships after demonstrating a commitment to a customer focused way of doing business and a continuous improvement culture within the dealership. They demonstrate this by implementing and complying with Elite Support criteria.
After participating in the inaugural Elite Support pilot boot camp in July 2016 the Dealership did an incredible job at implementing the 129 criteria.
Both the Continuous improvement Coordinators Aleisha and Mark could not be more thrilled with the result and attribute the achievement to the hard-working members of staff at Whitehorse.
"This has been a long time coming for the team at Whitehorse Trucks. Congratulations on a big team effort lead wonderfully by Aleisha and Mark. The culture shift in our staff has been truly amazing and we look forward to this experience continuing in a positive way for our customers. Elite support is definitely front of mind for all employees, which is great." Marcus Prato, General Manager, Whitehorse Trucks
Daimler Truck and Bus Australia quoted; "A huge congratulations to General Manager Marcus Prato, Continuous Improvement Coordinator's Aleisha Malcolm and Mark Marshall and the extended team for this outstanding achievement and the dealerships ongoing commitment to Continuous Improvement. Thank you for your hard work, dedication and commitment to what we do. It can be noticed the minute that you walk in the door of the dealership and makes us very proud to work with you as a part of the Daimler Truck and Bus Group." Stacey Davies, Network Optimisation Manager, Daimler Truck and Bus Australia Pacific Pty Ltd
A Commitment to Continuous Improvement - Being the best requires an ongoing commitment to quality that is rooted in the culture of our Dealership. That's why we have a Continuous Improvement Coordinator (CIC) to ensure we regularly meet and exceed the certification requirements. The CIC collaborates with peers across the Elite Support network to stay up to date in the latest best practices and conducts regularly scheduled Continuous Improvement events in order to meet and improve the standards of customer satisfaction.
Our Customers benefit because they know that our Dealership is an Elite Support Certified location which will provide them with consistent, high-level quality service, every time.
Elite Support is a joint initiative by Daimler Truck and Bus and its dealership network that will deliver a new level of service for customers.
As part of Elite Support, Whitehorse Mercedes-Benz Trucks can assist you in maximizing vehicle uptime with rapid diagnosis, quality work, consistent communication and optimized parts availability, as well as a premium in-dealership experience.
Express Assessment is a prominent part of the Elite Support offering. As part of this process, the dealership will communicate a preliminary diagnosis on the customer's truck within two hours of its arrival, enabling them to make an informed business decision.
All Elite Services Certified locations participate in Express Assessment, which is a commitment to provide a preliminary diagnosis and communication to the customer within two hours of a truck arriving at the dealership. Express assessment is a process, not a program. It is intended to become part of the way our service department performs its day-to-day work. We commit to: communicate a preliminary diagnosis, check part availability and provide an estimate of cost and repair time.
The ultimate goal of the Elite Services Network is maximising vehicle uptime. Every Elite Services dealership must be recertified annually to ensure you experience a consistent, higher standard with every visit across our network.
Our technicians receive continual training from the experts. We focus on a solid understanding of all vehicle systems and have access to the latest tools to expedite repairs.
Every dealership earning the Elite Services certification must meet 137 specific criteria across 20 customer service areas. To maintain these high standards, dealerships employ a Continuous Improvement Coordinator.
Robust Parts Available
Through the combined experience of our network and close collaboration with our service team, we understand what parts we need on-hand to get you back on the road quickly. Focus Parts, our data-driven stocking program, ensures that the parts you need are never far away.
We know that when we service your vehicle, we're servicing your business. Elite Service Certified dealers believe in providing quality repairs and timely communication from a friendly and familiar team. Our facilities are designed to minimise downtime and provide a comfortable environment for drivers as we work to get your truck back on the road.