Online Support

The battle for the truck buyer has less to do with the truck and more to do with customer support these days. OEMs are using the Web to augment the capability of their call centres and dealer networks. In October, Kenworth introduced a new vehicle breakdown tracking service available through a password-protected Web site. You can view-in real-time-the status of any breakdown managed by Kenworth’s customer centre. “By clicking on an ‘open’ job, customers can see details of all the conversations logged by our customer support agents, including estimated time of completion,” says program manager Dick Von Lehman. In addition, the report provides full breakdown histories. Phone 1-800/KW-ASSIST for more information, or go to www.kenworth.com.

Freightliner has a suite of sites in the works, including one called MyTruckShop.com which focuses on service-related work. The site, to be launched in January, is designed to help you track and schedule repairs and maintenance, even on multiple trucks. There’s a “Service Request” area, identifying the types of repairs you or your drivers may need a service provider to perform; a “Service Locator,” listing Freightliner, Sterling, and Western Star dealers and satellite service points; and a “Service History” area, where you can enter and track maintenance records to calculate cost-per-mile on your vehicle or groups of vehicles. You can also access links to Freightliner and Sterling maintenance manuals.

Another site-Dream Machine, at D-Machine.com-is a Web-based catalog for truck parts and accessories. The site will allow access to part numbers, descriptions, and a dealer locator for ordering parts from the nearest dealer. Freightliner says parts will be for sale online starting in the second quarter of next year.

Both Freightliner Web sites will be linked by a new portal called MyTruck.com.