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Autocar Truck Leads Customer Experience in the Industry
The Autocar brand is 100% committed to its custom-engineered truck customers. Autocar demonstrates its commitment by offering the industry the best post-sale customer experience (CX).
As the only original equipment manufacturer (OEM) of severe-duty vocational vehicles with a chief experience officer, Autocar's CXO, Craig Antonucci, focuses on improving the already great customer-centric care Autocar provides.
Customer service is a vital part of finding and offering solutions for customers. However, customer experience goes beyond providing factory-direct expertise and efficient resources for Autocar customers.
Customer Experience Defined
Zendesk defines customer experience as, “Customer experience focuses on the relationship between a business and its customers. It includes every interaction, no matter how brief and even if it doesn’t result in a purchase. Whether it’s a call to a contact center, exposure to an ad or even something as mundane as the payment of a bill, every exchange between customers and businesses builds (or damages) the relationship. Most importantly, it’s how customers view those experiences in aggregate that matters.”
Operators Have Positive Customer Experiences
Vocational vehicles are a part of life for everyone. People pass dump trucks, waste, recycling, and other vocational vehicles every day as these heavy-duty trucks perform jobs often taken for granted. However, those inside the trucks, known as operators, know their vehicle inside and out. Operators know what makes their truck great or not so great as these heavy-duty trucks are an operator’s greatest tool.
When Antonucci began his Autocar position as CXO, one of the first things he did was join a refuse operator for a ride-along to learn firsthand how operators view Autocar’s customer experience and their trucks. Antonucci and the refuse truck operator immediately shared a love for the Autocar truck. The Autocar operator explained how the refuse truck’s windshield and interior created the most comfortable cab in the industry. And most importantly, the operator recognized how Autocar specifically designed his cabover truck for his specific vocation, waste collection.
Customer Experience Includes Safety
Safety is an important part of the Autocar customer experience.. In fact, Autocar makes the safest cabover trucks and powertrains in the nation. Every truck is customer-engineered to provide safety and comfortability features for the operator. Autocar’s operator-centric features include windshields with increased visibility, premium interiors with extra room and other safety precautions ensuring operators have a safe ride. As a result, the Federal Motor Carrier Safety Administration has data showing that Autocar trucks have 20% fewer accidents and 40% fewer accidents with injuries than all other OEMs combined.
Additionally, Autocar was the first in the nation to offer Advanced Driver Assist System (ADAS) equipped refuse trucks to assist the operator in safely performing their job.
The ALWAYS UP Promise
Refuse truck owners recognize that part, service and maintenance can be costly, especially with lost time during truck repairs. Autocar is always up – and builds its customer-engineered trucks for maximum uptime allowing operators to focus on their job rather than maintenance. That’s why Autocar trucks are more productive, more reliable and cost less to run. Autocar is committed to building trucks right the first time.
Post-Sale Experiences
Customer interaction with Autocar does not end once the vehicle leaves the manufacturing facility. Autocar is not just a truck; it’s a whole company. Autocar customers get direct access to a team of people dedicated to making them successful.
Autocar tries to make every customer's post-sale experience as easy as possible through access to Autocar Solutions, unlimited training, hundreds of service locations nationwide and a rapid-response parts team. Autocar supports every customer for the life of their truck, making uptime their number one priority.
Additionally, Fleet operators have access to Autocar's telematics system, allowing them to communicate information and keep track of their vehicles in real-time to detect issues and save on maintenance costs. Telematics can alert operators and managers of mechanical issues with the vehicle, so they can address it quickly, reducing downtime.
Antonucci commented, “The fact that Autocar gives customers 24/7 access to the team who actually built the truck is just one example of Autocar’s customer experience commitment. Autocar technicians know our vocational trucks inside and out and can quickly get the vehicle back up and running. When was the last time you called in for support and talked with the manufacturer? Now that’s how the customer experience should be done.”
Sharing the Benefits of Excellent Customer Experience
Like Autocar, Antonucci is invested and committed to customers. His goals at the company are to take Autocar's already excellent customer service and turn it into a powerful customer experience.
For example, when a truck's telematics system notifies the operator, it can also inform Autocar's team of technicians, allowing them to take the initiative and provide speedy maintenance service. Improving the maintenance process is just one of the many customer initiatives that Antonucci has implemented to improve the post-sale customer experience.
Generating a Return on Customer Experience Initiatives
Antonucci recently shared his over 25 years of experience in CX at the 2022 CX Exchange event with other leaders and professionals in the industry. His presentation included generating a return on investment (ROI) on customer experience initiatives and encouraging executives to implement new initiatives.
Antonucci explained that Autocar is a totally different and better OEM because Autocar sales and engineer teams work directly with the customer to design and spec their trucks. The vast majority of Autocar’s customers are its end users who are actively involved throughout the design process. As a result, the customer gets a truck built to their exact specifications from the OEM.
Autocar not only custom-engineers its trucks but the entire customer experience.
The Autocar Promise
Every truck built by Autocar comes with the Autocar Promise:
Learn more about us and our unique customer experience by visiting AutocarTruck,com.
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