LISLE, Ill. — IC Bus announced that 51 of its bus dealers have met its Diamond Edge Certified qualification by improving service dwell times in the second quarter of this fiscal year.
Dealers in IC Bus’ dealer network can earn the top honor by achieving rigorous parts and service metrics, including customer dwell time, which is the time it takes for a customer to get a bus diagnosed, repaired, and back on the road.
“Customers are saving significant time and money when they service their buses at one of our Diamond Edge Certified dealers,” said Mark Reiter, vice president of customer support at Navistar. “Customers are banking approximately $1,000 for every day that their bus is not in the shop. When we launched the Diamond Edge Certified Program, we set an ambitious goal to reduce dwell time across our dealerships and our dealers have worked really hard to drive down this important metric.”
To reach Diamond Edge Certification status, IC Bus dealers must:
• Meet or exceed service dwell time metrics and define long-term action plans for continuous and ongoing service improvements at dealership location
• Provide dedicated accelerated service lanes where customers receive vehicle evaluation by a technician and are informed of required repair, required parts and availability, and estimated repair time within two hours of vehicle's arrival
• Enroll new vehicle orders onto the OnCommand Connection remote diagnostics system and designate an OnCommand Connection service champion at each service location
• Participate in the dealership inventory alliance (DIA) parts inventory program to ensure common parts are readily available in dealer inventory
Every dealership recognized as Diamond Edge Certified supports IC Bus customers with parts availability and service throughout the U.S. and Canada.
“We are proud of all of our dealers who go above and beyond to provide exceptional customer service and to keep our customers' buses on the road, and we look forward to recognizing more dealers for taking the right action to improve dealership service dwell time,” Reiter added.
