[EMAIL] News from Kenworth: Roadside Assistance Offers Real-Time Repair Updates via Internet
10 October 2000
NEWS RELEASE FOR IMMEDIATE RELEASE CONTACT: Jeff Parietti, (425) 828-5196 jparietti@paccar.com Kenworth's PremierCare Roadside Assistance Offers Real-Time Repair Updates via Internet KIRKLAND, Wash., Oct. 10, 2000 - Downtime in the trucking industry means lost revenue. Worse yet, downtime on the side of a road couples repairs with uncertainty. "Who will fix my vehicle and how long will it take? That's what fleets and owner operators want to know. That's why we offer the Kenworth PremierCare® Roadside Assistance Customer Center," said Dick Von Lehman, customer center program manager. "We're able to get customers up and running quickly." To support that process, Kenworth has introduced a new vehicle breakdown tracking service available through a password-protected web site. "This new service allows customers to view -- in real-time -- the status of any breakdown managed by our customer center," said Von Lehman. "It provides important information on vehicle status and the progress taking place to get the truck back on the road. "This is especially important in today's just-in-time world," Von Lehman added. "Loads are often scheduled to the minute. By giving our customers a way to get real-time information, we help them better manage their loads and coordinate deliveries with their customers." Once on-line, customers receive a full status report on vehicles currently receiving service through the customer center. In addition, the report provides historical information so fleet managers can review breakdown histories. "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," stressed Von Lehman. "We believe customers will appreciate this extra level of communication support." Drivers who experience a breakdown on the road can simply dial 1-800-KW-ASSIST to receive personal assistance to get them back up and running. The Kenworth PremierCare Roadside Assistance Customer Center is staffed by trained professionals available 24 hours a day, 365 days a year. "Nearly 10,000 customers - representing more than 50,000 vehicles -- are enlisted in this value-added service," Von Lehman said. "When a driver calls in with a problem, we use computer mapping and other software to pinpoint the breakdown anywhere in the United States and Canada," said Von Lehman. "We then contact the closest Kenworth dealer or other service provider, and help get the customer back on the road as quickly as possible." Von Lehman expects the Kenworth PremierCare Roadside Assistance Customer Center to continue to grow. "One of the main benefits to that driver calling in is our access to their Kenworth chassis file," he said. "After a problem-solving diagnosis is made, we're able to help ensure that the required parts for the repair are available through Kenworth's dealer managed inventory program. Kenworth's goal is to keep out-of-service time as low as possible for customers. It's working; that's why the program continues to grow at a rapid rate." Kenworth PremierCare Program registration is free. Truck owners may register their vehicles at their local Kenworth dealer or by calling 1-800-KW-ASSIST. Electronic registration is also available by going to www.kenworth.com, selecting "Total Customer Care", then "Roadside Assistance" and completing the form. In addition to emergency roadside service, the Customer Center database can also track the owner's preferences for everything from repair payment to tires. Plus maintenance can be scheduled anywhere in North America by calling the toll-free number. Kenworth Truck Company, a division of PACCAR Inc, is a leading manufacturer of heavy and medium duty trucks. #