ATBS Maintenance Customer Support Center - CSC

Warranty, Policy, Maintenance & Truck Consulting

MAINTENANCE IS THE NUMBER ONE REASON WHY
OWNER-OPERATOR BUSINESSES FAIL

Most often it is due to a lack of mechanical knowledge, a lack of planning for expected component failure or a lack of savings on the part of the owner-operator. On average, it costs most owner-operators about 9 cents per mile to maintain their trucks or just over 7% of their revenue.

OUR CLIENT’S SUCCESS SPEAKS FOR ITSELF

Over a two-year period:

• The value of payments our clients received more than doubled
• The value of the repossessions avoided increased by 37%

ATBS CUSTOMER SUPPORT CENTER (CSC) GOALS:

• Help maximize the driver’s satisfaction with their truck
• Help our customers with maintenance questions or issues
• Reduce the number of repossessions
• Reduce the number of terminated leases
• Reduce the number of owner-operators that leave the industry or go back to company driving because they are unhappy with their truck.

HOW CAN THE CSC HELP?

• Team - The CSC is made up of a diversified team of consultants with over 150 combined years of experience in diesel repair, service management, warranty and policy management and maintenance consulting.
• Systems – The CSC has access to proprietary systems with information about the customer’s truck. repair history and the business and financial status of the individual. This allows the CSC to provide advice based on the customer’s total picture and situation. Custom internal systems help to better serve the client
• Support – The CSC, over time, has built a broad support network of dealers, suppliers and repair facilities ensuring that customers receive the best service available. Relationships with engine, transmission and axle manufacturers and service networks facilitate the processing of all claims
• Integration – The integration of manufacturer’s systems allow faster customer response and customized warranty processes to ensure the success of the specific customer portfolio

WHAT DOES THE CSC DO?

• Provide domain expertise for the management of after-market warranties
• Assist dealerships in correctly identifying and repairing warranty and policy claims under the manufacturer’s guidelines.
• Gather and analyze all available facts and information to determine the most effective use of time, money, and resources.
• Monitor and diagnose issues early before they become larger problems that could lead to repossession
• Act as a valuable source for learning so that your customers can become more knowledgeable about their truck
• Require a considerable investment by the customer into the maintenance of their truck before receiving assistance
• Expect the truck payments made by the customer to be greater than the assistance received
• Evaluate the customer to determine successful CSC candidate criteria:
- No victim mentality
- No jumping fleets
- Available and willing to run the miles needed
- Ability to properly operate a profitable independent trucking business

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