01 June 2019

Volvo Construction Equipment (Volvo CE), a major international company that develops and manufactures construction machines, has assembled a dedicated team to proactively support Volvo dealers in the Europe, Middle East and Africa (EMEA) region.

Located in Volvo CE’s EMEA regional headquarters in Eskilstuna, Sweden, the new uptime centre will assist the entire Volvo dealer network in keeping customers’ machines up and running. It will serve as an IT nerve centre, monitoring data transmitted by connected machines through CareTrack and identifying areas where uptime and efficiency can be increased, said Volvo CE.

“The majority of problems we work with should be things that we detect before the dealer or customer does. That’s our goal – to be proactive and provide solutions to problems before they happen,” said Fredrik Gerhardsson, vice-president aftermarket within Volvo CE sales region EMEA.

“In a bid to become the customers’ number one choice for uptime in EMEA, we have assembled a dedicated team to proactively support Volvo dealers in providing solutions to problems that can lead to reduced uptime,” he added.

Case handlers will alert dealers to machine errors codes and alarms so that they can take immediate action on behalf of their customers, reducing unplanned stops, spending on fuel and maintenance and preventing future problems.

“When I identify a problem, I make a complete report that I send to the dealer. The dealer goes to provide preventative maintenance, extra training or offer options that will ensure even better uptime or efficiency. A trained operator, for example, can save a lot of money on fuel and unplanned maintenance,” said Leif Waad, one of the case handlers in the uptime centre.

 The centre is the outcome of a reorganisation of the product support department as effectively guiding dealers with preventative maintenance requires expertise from more than just the aftermarket.

“Involvement of all areas of the Volvo CE team help create a culture of uptime and bring customer service to the forefront of the business,” said Robert Sundkvist, manager of the uptime centre.  

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