Elite Support certification has been bestowed upon a second RGM-aligned facility.
It was announced this week that RGM Darwin has become the latest Daimler Trucks dealer to achieve certification after it implemented a raft of improvements over a 13-month period in order to meet the 129 criteria that are required for become a Daimler Elite Support dealer.
It follows sister site Townsville as the second RGM dealer to make the grade.
“The changes we have made along the path to Elite Support certification have already delivered improvements in both the experience of our customers and our staff,” said RGM Darwin Dealership Principal Shaymus Frewen.
“We have had many comments from our customers, so the changes are certainly being noticed,” he added.
The adoption of the Express Assessment commitment, which requires that within two hours of a truck arriving at the dealership, the dealer will communicate primary diagnosis, check parts availability, and provide an estimate of cost and repair time, has been particularly appreciated by customers.
“What it means is that we are calling them before they call us,” said Frewen.
According to RGM Maintenance Director Russell Newman, the Elite Support certification process has delivered a range of benefits.
“RGM Maintenance has always been focused on the customer, so we quickly embraced the Elite Support initiative and the framework it provides to further improve the customer experience,” he said.
“The end result is a better experience for the customer and a better business for us,” said Newman.
In order to qualify for Elite Support certification, dealers must meet stringent criteria based around consistent communication, robust parts availability and range of other measures designed to deliver a premium in-dealership experience.
Elite Support was introduced by Daimler Truck and Bus in partnership with its dealership network and many of the Elite Support certified dealers across the country attribute involvement in the initiative as improving their customer satisfaction levels and helping them run better businesses.
There are now nine Daimler Trucks dealerships with Elite Support certification across Australia and New Zealand, with many more in process of achieving certification.