During the M&T Expo in Sao Paulo, Brazil, at the beinning of June, Volvo Construction Equipment Latin America presented its customer support network strategically distributed across the entire continent. “Volvo is based on a professional organisation with a strong focus on customer support, which delivers appropriate after-market solutions to met each customer’s needs”, said Yoshio Kawakami, president of Volvo CE Latin America.
Known as CST this Volvo CE support area pools all after-market activities that add value to the customer by way of work done by the brand equipment dealer network. “We are continually looking for the most suitable solution for each customer’s operation”, states Juan Gonzalez, director of CST at Volvo CE LA. He notes that sales support staff, engineers and the mechatronics of the dealer network are prepared to track the customer throughout the Volvo equipment’s entire life cycle – from pre-sale, through the technical delivery, covering the entire life cycle of the machines.
“Volvo is present even before the equipment is sold”, says the director, as he reminded his audience that Volvo CE’s engineers examine the site where the machines will be deployed, survey details of the operation in which they will be applied as well as studying all the usage details. “This is effectively tailor made delivery”, says Gonzalez. He highlights that Customer Support’s main objective is exactly this: “customise a service solution that will add value to the customer, which means lowest possible overall operating cost and a high level of mechanical availability for the equipment.”
Volvo’s Customer Support area offers a number of different services and products with a view to maximising machine mechanical availability at a competitive maintenance cost. This begins with Customer Support Agreements, which are different service delivery agreement models for equipment maintenance, transferring to Volvo, at different levels, the responsibility for machine maintenance, and allowing customers to focus their attention on their core business.
Volvo also offers plant remanufactured components, providing fast component replacement for the ones covered in the program, and with the same quality as the equivalent new component, in addition to ensuring a lower level of environmental impact. Operator training, genuine parts, high component availability at the dealer network, Volvo lubricants and specialised, plant trained are other solutions provided by the Customer Support area. “Our engineering and distributor network is dedicated to helping customers in achieving the highest productivity and lower operating and maintenance costs for their equipment”, Gonzalez concluded.
