Volvo Trucks Malaysia Enhances Service Support for Customers with Uptime Promise

Customers who subscribe to the Volvo Truck Gold Service Agreement are automatically entitled to enjoy the benefits of Uptime Promise.

Volvo Gold Service Agreement Added New Service

Volvo Trucks Malaysia (Volvo) believes it has pushed the boundary on customer service with the recent launch of Uptime Promise, a newly added service to its Gold Service Agreement for after-market support. 

This Uptime Promise is a unique feature as it provides monetary compensation to customers who have a truck on breakdown time that exceeds Volvo Trucks’ committed time to put the truck back on the road. This customer-centric programme is the first of its kind in the market and was launched in conjunction with the Malaysia Commercial Vehicle Expo (MCVE) 2019. 

The Uptime Promise is designed to give customers extra protection against unplanned standstills and offered as part of Volvo Trucks’ continuous customer satisfaction enhancement effort. Apart from financial compensation for truck downtime, Uptime Promise offers benefits such as safe and dependable repairs carried out by highly skilled Volvo technicians, minimum loss of time and income, and maximum truck uptime. 

Mitch Peden, Managing Director, Volvo Trucks Malaysia, shared: “We understand how important uptime is to our customers in securing their profitability. At Volvo Trucks, our main priority is to minimise the risk of a breakdown and should one occur, to get the truck back on the road as quickly as possible. Through our Gold Service Agreement and Uptime Promise, our customers could maximise uptime driving, increase maintenance efficiency and protect their trucks with protection plans customised to their business needs.” 

Customers who subscribe to the Volvo Truck Gold Service Agreement are automatically entitled to enjoy the benefits of Uptime Promise. They would receive monetary compensation of RM300 per day for any breakdown exceeding 12 hours from the time of the telephone call to Volvo’s Customer Care Centre hotline to request for Volvo Action Service support, though this is subjected to terms and conditions. 

“Volvo Trucks is very proud to be the first truck brand in Malaysia to introduce this unique compensation benefit to our customers. Uptime is an important parameter to drive customer satisfaction because unexpected downtime affects business profitability. We are confident that with this newly added service, we could reward our customers for their trust and support in us, while further elevating their level of satisfaction with Volvo trucks,” Peden added. 

In addition to the launch of the Volvo Uptime Promise, Volvo Trucks also featured its new Active Safety Package at the show. 

“The Active Safety Package is our safety support solution that could streamline the planning and execution of safe driving on the road to the benefit of the drivers of our trucks and the wider community. Safety is our core value; this enhanced feature introduction is part of our continuous effort in driving progress towards achieving our goal of zero accidents involving Volvo trucks,” Peden shared. 

The Active Safety Package includes advanced and innovative safety features aimed at assisting truck drivers in retaining their attention while driving under the fast-changing traffic condition. The package consists of these features: deed

• Volvo Dynamic Steering with stability assist enables the truck’s sensor to monitor the truck’s rotational speed and activate the system to help the driver steer and stabilise the vehicle if any skidding tendency is detected.
• Back-up monitor offers excellent visual supervision behind the truck during reversing or when coupling the trailer to the truck.
• Lane keeping support alerts the driver when unintentional deviation from the lane is detected. With the Depart Warning System and Lane Keeping Assist, the truck would alert the driver and automatically make the necessary correction when the truck continues to deviate from the driving lane.
• Driver alert support is an extension package to lane keeping support. If the driver shows signs of inattention, the system activates an audio-visual alert.
• Lane changing support helps to prevent accidents while changing lanes. When the turn signal is engaged, the lane changing support would alert the driver if there is a vehicle in the blind spot.
• Adaptive cruise control with forward collision warning and emergency brake maintains the truck within a safe distance to the vehicle in front. The driver would receive alerts if the distance to the vehicle in front is at a critical range and emergency braking would be applied when there is no reaction from driver.

 大马沃尔沃卡车推出“出车率保证”加强后援服务 

马来西亚沃尔沃卡车近日推出“出车率保证”（Uptime Promise），并将之纳入沃尔沃“金牌服务协议”，再次为后援服务树立一个新的里程碑。 

沃尔沃“出车率保证”是独一无二的后援服务项目，如果您的卡车故障而沃尔沃卡车无法在协定的时间内让您继续上路，他们会补偿您。沃尔沃是在2019年马来西亚商用车展（MCVE）中推介这项以客为导向的创新福利。 

“出车率保证”在卡车意外停驶时提供额外保障，这是沃尔沃致力于满足客户需求的努力之一。除了金钱赔偿，客户还享有其它保障，包括由熟练技工提供安全可靠的维修服务、减少时间和金钱损失以及延长卡车行驶时间。 

马来西亚沃尔沃卡车董事经理佩登（Mitch Peden）说：“卡车的行驶时间对赚取盈利至关重要。沃尔沃以降低故障风险为己任，万一卡车抛锚，也务必在最短时间内把卡车修好，让卡车重新上路。有了‘金牌服务协议’和‘出车率保证’，我们便能延长卡车的行驶时间、提高维修效率，甚至根据业务需求制定客制化的卡车保养计划。” 

如今，签订沃尔沃“金牌服务协议”的客户将自动享有“出车率保证”保障。只要符合条规，客户卡车因故障停驶超过12个小时后（从拨打沃尔沃客服热线寻求沃尔沃行动服务- Volvo Action Service算起），便能获得每天300令吉的现金赔偿。 

佩登也说：“沃尔沃很荣幸成为马来西亚首个为客户提供金钱赔偿的卡车品牌。出车率是评估客户满意度的重要指标，因为毫无预警的故障会影响业务盈利。我们相信，沃尔沃能凭藉这项新增服务回馈信任和支持本公司的客户，使到他们对沃尔沃感到更满意。” 

除了推出“出车率保证”，沃尔沃也在该展会中推介全新的卡车安全配备（Active Safety Package）。 

佩登表示：“卡车安全配备是沃尔沃的万全方案，有助于规划安全驾驶，惠及司机、卡车和民众。安全是沃尔沃的核心价值，这些崭新安全配备是我们努力实现沃尔沃卡车零意外事故的一部分。” 

卡车安全配备配备包括先进和创新的安全功能，让卡车司机在变化莫测的路况中保持警惕。有关配备包括：                                                                        

• 具备稳定性辅助功能的沃尔沃动态转向系统通过卡车感应器来监督卡车的转速，并在察觉车轮可能打滑时，帮助司机驾驭和稳定卡车。
• 车尾摄像监控让司机在倒车或装载挂车时看清楚车尾情况。

• 车道保持辅助功能会向司机发出预警，如果检测出卡车偏离车道。除了发出警示，此系统与车道偏离预警系统还会在司机偏离规定车道时自动修正。
• 防疲劳驾驶辅助系统是车道保持系统的延伸功能。若司机注意力不集中，此系统会发出声音和图像警告。
• 车道变换系统在卡车转换车道时帮助司机预防意外。司机开启方向信号灯后，若车道变换系统在盲点范围内发现车辆时，便会发出警告。
• 附设前方碰撞警告和紧急刹车功能的自适应巡航控制（ACC）维持卡车和前方车辆的安全距离。若卡车和前方车辆距离太近，卡车便会发出警告；若司机没有反应，卡车会自动紧急刹车。