Service 2.0 with Customer Focus

The dealers are the hub of the aftermarket, which encompasses everything that happens after the car purchase – from insurance and warrantees to service, accessories and repairs. Volvo Cars works intensively to make the customers’ everyday lives easier and build strong, long-term relationships.

A number of initiatives are being launched in Volvo Cars’ markets with the objective of setting a completely new standard of service for the automotive industry. The overall concept of Service 2.0 means that cars serviced by one of the company’s dealers are updated with the latest software at no extra cost. In addition, Volvo Assistance and similar assistance packages are extended by one year at no charge when the car undergoes service by an authorised Volvo service centre.

Efficient, personal service
One Hour Stop is being implemented in parallel as a new approach inspired by the Lean philosophy that generates a smart and efficient workflow in the service centres. This results in the car being serviced and repaired within a fixed, promised period of time, which for the majority of customers means a maximum of one hour’s wait.

Every customer is assigned a personal service technician, who books and plans the work, welcomes the customer, performs the service and does any repairs of the car, as well as prepares and reviews the invoice. This is why the idea of One Hour Stop is people-centric in the true sense of the word. Thanks to teamwork, knowledge transfer and greater expertise in the team, a holistic perspective of the customer’s needs is built. The effort has had a very positive outcome in the countries where the concept has been implemented, including China, Spain and Taiwan.

Sustainability through the whole lifecycle
Volvo Cars continuously works to reduce the environmental footprint during the user phase of the car’s lifecycle. Volvo’s cars are more and more environmentally adapted and systematic environment work is being used at dealers and repair centres.

The company also ensures that there is a network of approved dismantlers available, so that customers can return their worn out car at no cost. Nearly everything in the current Volvo models can be recycled, including the precious metals in the catalytic converter. Today, 85 percent of the material is recycled and 10 percent goes to energy recovery.

Every dealer must meet the Volvo Cars Dealer Standards, which include environmental issues among the requirements. The dealer must also appoint an environmental coordinator who is responsible for the safe storage of chemicals, recycling and source sorting.

Continuous skills development
At Volvo Cars’ global competence centre in Gothenburg, dealer representatives are trained and receive knowledge that they then transfer to their region or sales company.

Volvo Cars’ international competition for the Volvo International Service Training Award motivates service technicians from around the world to strive for perfection in their profession. More than 14,000 participants from 71 markets compete each year in technical knowledge, teamwork and the ability to meet the customer’s needs.

In 2011, the Dealer Development Portal was launched, a communication tool in which all dealers study important information and where communication on third-party audits is provided. The idea is that it should be easy to receive and reply to important questions as well as to share knowledge between markets.