The light and heavy commercial vehicle sector imposes specific requirements on its vehicle suppliers. The availability of the vehicle is often a key factor for the business. Uptime optimisation and productivity determine the customer’s choice in this sector.
Balancing these quality expectations and the profitability of the dealership requires not only specific insights into the customer’s situation but also finely tuned processes. Any process errors in this context entail significantly greater costs for all parties.
We always base our organisational training on the specific reality of the brand and dealer. Every process training course at Gear is underpinned by ‘lean’ and transversal thinking.
At board level, we examine how the core processes (new and used vehicles, repair and maintenance, parts and soft offers) and the supporting processes (policy, administration, purchasing and HR, etc.) can best be aligned.
In this sector it is important that all the key positions in the company know the customer’s situation. The requirements that professional customers or transporters impose on distributors are largely linked to their specific circumstances. For this reason, we train all employees and managers how to tailor their stages of the process to effective account and lifecycle management. Internal coordination of the process standards is crucial for success here.
Reliable and competitive lead times make a difference for professional customers. In our training we address this systematically as a focal point for all processes. Proactive planning is vital to avoid unscheduled downtime. But, depending on the customer’s operations, this is far from easy. It is these challenges that we tackle in detail with participants during every process training course.
In the sales process, Gear focuses on optimum flow for the sales processor, from the detection of potential to the relaunch of existing relationships. The commercial vehicle market is still relatively transparent and can therefore be managed in great depth.
The service process is constructed in detail around standards designed to plan and execute every possible shutdown successfully. Service advisors, workshop coordinators and parts managers learn to work in concert during the training to maximise the effectiveness and quality of the service interventions.
The parts process receives special attention in this sector. A strong logistics process is vital to keep all other processes running. In the truck world, in particular, the parts operation also contributes significantly to the profitability of the dealership. Harmonising profitability and stock rotation with availability is central to all our parts process training courses.