Issue link: http://read.dmtmag.com/i/790917
BRUCKNERTRUCK.COM T R U C K S • C A B S • S L E E P E R S • T R A I L E R S • P A R T S • Q U O T E S 8 Uptime At Bruckner Truck Sales Although the Uptime program at certified Bruckner's stores is still in its infancy, it has already garnered a tremendous amount of feedback from employees and customers alike. Below are first-hand accounts shared by Bruckner staff on how Uptime has improved day-to-day operations. "Customers love knowing the diagnosis of their truck within two hours. e shop is more efficient and back log has been reduced. We love it when a customer calls and mentions the uptime process because we know that we have a standard to uphold. We continue to focus on improvements, but the difference has already been seen by everyone in six short months." Tracy Osborne, Service Manager, Dallas Irving, TX "e real value in the Uptime Process is having a structured way to manage each service event the same way every time. Variation is the enemy, and Uptime gives us a playbook to follow that minimizes variation. By sticking to the plan, we give the customer the information needed to manage their business and allows our shop to operate more efficiently. By turning the bays quicker, we maximize throughput, and most importantly, the customer is back on the road faster." Scott Hall, General Manager, Fort Worth, TX "I know customers are satisfied when we are able to exceed their expectations. We understand if the wheels aren't turning, they aren't making money. e Uptime process has been a huge part of being able to do that for them, in those quick job situations. Our customer communications have certainly improved. Having the customers on board with email notifications and using the method has been the biggest improvement. e guys in the shop are also more comfortable when things are streamlined due to the process. It is certainly a great feeling when a customer comes in with issues, expecting to be down for days and is back on the road within hours. Being able to exceed expectations and keep a customer moving definitely makes us proud to be doing what we do." Joseph Torres, Service Manager, Colorado Springs, CO "e uptime process has had a major positive impact on our operation. You can see the pride in our staff when they are connecting the JPro to a customer's truck and explaining the process. You can also see the comfort in the customer's face when they realize that we are serious in providing a solution to their problem and getting them back on the road as quickly as possible." Rick Brunetti, Service Manager, Commerce City / Denver, CO "Customers are very impressed with the use of the tablet and the promise time concerning initial diagnosis. e follow up time and ETR in ASIST has made a huge difference in our customer communication process. "at was quick," and "I appreciate you getting me right in," are just a few comments that we hear regularly now. We have received many comments from customers on how it's the cleanest shop in town." Russell Eoff, Service Manager, San Angelo, TX "ere is an increased sense of pride. I have a tech that feels that when he is asked where he works, he tells them that he works at an "Uptime Certified shop." It has helped with getting approvals faster, which in turn gets the customer's truck back in service. e Uptime Process no doubt has helped with increasing tech's efficiency. With an escalated sense of urgency to repair these short jobs, this is where the guys get to shine in the customer's eyes with getting a truck in and out." David Stroud, Service Manager, Hobbs, NM OUR UPTIME CENTER EFFORTS Certification depends heavily upon efficiency, communication, cleanliness and organization. Feature Story UPTIME CERTIFICATION