Coburg and Medford, Ore. Service Departments are moving forward with the single point of contact model for customers originally initiated at the Pacific and Spokane, Wash. branches. The changes create better workflow and both customer and employee satisfaction.
For Immediate Release
Medford, Ore. – February 2020 – Freightliner Northwest locations in Coburg and Medford, Ore. are initiating changes to improve communication and reduce customer downtime through established, defined roles and responsibilities in the service department. Moving forward, the service departments will provide customers with a single point of contact for the duration of their repair. The changes are effective February 24, 2020 and the dealerships expect to see a dramatic improvement in customer flow and communication.
“I am excited to announce that Medford and Coburg have completed their service structure revamp-Service Account Manager (SAM) program, allowing us to work within defined roles and responsibilities that will improve our overall customer and employee satisfaction,” said John Edwards, Regional Operations Director. “Single points of contact will allow us to focus on customer communication and overall customer satisfaction where we will continue to move the needle on customer throughput and decreased downtime”
Additional SAM Program Details 5/13/19 –
The new structure is comparable to the successful automotive service model and aligns with best-in-class, dealer family operations. In brief, we will transition from multiple points of contact and varied workflow for customers, to a single point of contact, from start to finish. The single point of contact for the duration of the repair will be the Service Account Manager, which takes the place of our current Service Advisor roles.
To streamline and improve our overall workflow, customer experience and our technician support, we are transitioning to defined roles and responsibilities that align Shop Managers, Service Account Managers, Estimators and Lead Technicians.
Dan Greenwood | Operations Director
FNW Coburg and Medford, Ore. do not anticipate any disruption in service throughout the process and look forward to hearing constructive customer feedback in the future. If you would like to share your feedback, please visit our customer survey by clicking here: GTC Dealership Survey.
About Gordon Truck Centers, Inc.
Built upon over 30 years of helping customer satisfy their transportation needs, Gordon Truck Centers, Inc. is an expanded network of dealerships doing business as Freightliner Northwest, Western Star Northwest, and Freightliner of Hawaii. The Dealership Family has 12 locations throughout Washington, Oregon and Hawaii located off nearly every major highway. As a full-service Freightliner, Western Star, Fuso, Wilson Trailer, Reitnouer Aluminum Trailer dealership family, GTC can sell, finance, insure and service commercial trucks for medium and heavy-duty applications.