PACCAR Customer Center Celebrates 10 Year Anniversary
The Renton, Wash.-based PACCAR Customer Center, which provides truck and fleet operators rapid roadside assistance through Kenworth PremierCare, Peterbilt TruckCare and PacLease PacCentral roadside assistance services, is celebrating its 10th anniversary.
When the center began its 24-hour, 365-day operation in May 1999, a crew of eight customer center specialists worked in three shifts. Several months later, specialists were fielding about 375 calls per day. Today, the center handles about 1,500 calls each day from customers across the United States and Canada. It serves mixed fleets and all makes of trucks using more than 25,000 service providers in the United States and Canada, including more than 700 PACCAR locations. The center uses a specialized phone system at its main facility to manage the large volume of calls. A roadside assistance system allows specialists to log all aspects of each call, said Joe Hutchins, center manager. Fleet operators can then access that information through online customer profiles they create through Kenworth PremierCare or Peterbilt TruckCare. “A custom mapping system allows our service specialists to locate dealers and independent service providers nearest to the truck’s location,” Hutchins added.
Center specialists use a database with digital illustrations of all truck components to diagnose repairs when communicating with the dealership or service center before the truck arrives. “PACCAR gets more than two-thirds of truck drivers who call in back on the road within six hours or less of the time the dealer or service provider accepts the job,” Hutchins said.