Volvo Pilots New Expanded Service Options

Mobile Technician and Valet Service Pilot Programs

ROCKLEIGH, N.J., Aug. 11 -- Volvo Cars of North America, LLC is piloting an innovative program that offers a new level of customer care when vehicles need servicing. Care by Volvo offers owners premium ownership experiences built around every aspect of a personal relationship with the factory, retailer and owner. "In today's extremely busy environment there needs to be a way for Volvo owners to have easy access to our retailer network for servicing their Volvo. Our vision is to continually expand the Care by Volvo concept. Our two newest elements test unique approaches to service appointment and repair flexibility for our customers," states Ken Zitelli, National Service Manager, Volvo Cars of North America, LLC. "We have two pilot programs which are part of our Care by Volvo umbrella that started second quarter of this year and will be evaluated at the end of September 2004."

These new concepts are derived from studies of customers and their servicing needs. Volvo learned that returning to a retailer takes time away from family and work. "One pilot tests the viability of offering a wide range of valet services," states Zitelli. "The retailer service center employee can come to the owner's business, home or just about anywhere and pick up the vehicle for servicing and/or repairs." A loaner vehicle can also be provided or shuttle service. "We want the retailer to have on-site flexibility with each customer."

The second unique Care by Volvo servicing pilot takes repairs directly to the owner's location of choice. "We are piloting on-site 'quick fix' services. They might include: wiper blades, lighting, replacement keys, trim, special order parts and accessories. Repairs that do not require special equipment or fluid changes," comments Zitelli. "One unique feature being tested is completing Service Campaigns and Recalls on-site. Primarily those requiring software upgrades or minor parts replacement."

The services can be performed at just about any location convenient to the customer. "The focus of this program is to identify at the point of customer contact to the retailer whether the described issue can be resolved at the customer's location (home or work). We want the opportunity to make owning a Volvo convenient for our buyers," comments Zitelli. "This helps us broaden the ownership experience in a new way."

Volvo retailers also benefit from this kind of valet and on-site service program. Due to Volvo's continuous success many Volvo retailers need additional servicing capacity. Zitelli believes that through this program, retailers might be able to theoretically add at least one service bay. "A retailer service technician performs about four services per day. If we can take minor items directly to owners, we're basically adding one service bay per dealer." Zitelli also points out that this might reduce the retailer's loaner fleet. "Taking service directly to the vehicle or providing shuttle service should help to reduce back end expenses." Volvo also hopes to reduce customer lead time for routine services that requires in-house service facilities.

On-site software upgrading requires an innovative use of wireless enabled laptop computers that will communicate with retailer service center's VADIS (Volvo Aftersales Diagnostic and Information System). Volvo will be testing this technology to complete service upgrades and recalls. Mobile Technicians can download and install software programs at the customer's location without returning to a retail servicing center. "We want to reach as many customers as possible. Many customers avoid recalls because the problem is not noticeable. One of our goals is to a higher level of recall competition," states Zitelli.

While other road side assistance programs are designed for emergency repairs, Volvo's innovative approach focuses on the ability to complete minor services and many other low level repairs that, in the past, would necessitate returning to a retailer. Mobile Technician would be on site at a location convenient to the vehicle owner -- such as their office or home. Also being evaluated is an emergency service response component.

   Volvo has selected the following retailers to participate in this pilot
   program:

   Boston Volvo Village (Boston, MA)
   Borton Volvo (Minneapolis, MN)
   Suburban Volvo (Troy, MI)
   Bobby Rahal Volvo (Pittsburgh, PA)
   McKevitt Volvo (Oakland, CA)
   Smyth European Volvo (San Jose, CA)