3 minute read

BETTERING OUR AFTERSALES SERVICE.

Todays ever-evolving landscape of the transportation industry, where innovation and technology take centre stage, the critical link between new trailers and after-sales service cannot be overstated. Michael George, an industry veteran with over 30 years of experience and currently serving as the Service Manager for Victoria, sheds light on the importance of bridging this gap and the value it brings to both manufacturers and customers.

“Very interesting,” says George, when asked about his thoughts on the symbiotic relationship between new trailers and after-sales service. “In my 30 plus years in the industry, I’m always learning more, and seeing the manufacturing process and techniques have definitely opened my eyes and will help us to better how we service our product better for the customer.”

This insightful perspective shared by Head of Manufacturing, David Grant, who ran the National Service division for 10 years prior to taking his current role. Grant highlights the need for a seamless integration between the production phase and the post-sales support offered to customers. “As the industry continues to produce new cutting-edge designs, materials, and technologies into trailer manufacturing, it becomes imperative to ensure that the end-users are well-equipped to handle, maintain, and maximize the potential of these advancements.” says Grant. “Krueger is no different and being able to share the knowledge and know how the service teams can benefit from knowing what we do at a manufacturing level helps us to maintain high standards across the business.”

George’s emphasis on having his team learn and adapt is also high on his agenda for making his workshop better. “We have just taken on 2 new apprentices and have exposed them to the manufacturing side of the business in their first few weeks to help build their knowledge banks. We also have all the team scheduled for regular visits to the manufacturing side as we want our service professionals to evolve their expertise to keep up to speed, especially with our own equipment.

Krueger’s perspective on bridging the gap between new trailers and after-sales service shines a spotlight on the transformative impact this integration can have on improving process and particularly customer satisfaction. Kevin Dennis, CEO, added “A robust after-sales service framework will contribute to a manufacturer’s reputation and long-term success. When customers experience consistent, effective support, brand loyalty is fostered. Satisfied customers are more likely to recommend the brand to others and make repeat purchases in the future, thereby driving growth and market share.”

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