Scania overhauls Assistance service     

In News, Scania3 MinutesBy NZ Trucking magazineMay 13, 2022

Scania New Zealand has launched what it says is a significantly upgraded and more expansive nationwide Scania Assistance service.

Scania Assistance – Scania’s bespoke emergency assistance service that began operating here in a limited capacity last year – now has the support, resources and expertise of the global community of Scania Assistance.

Rafael Alvarenga, Scania New Zealand managing director, said the upgraded service will make roadside servicing more efficient and effective for customers.

“A significant feature is that workshop teams now have access to the Scania Assistance app, Scania On Scene (SOS), which gathers information about customers and cases on a single digital platform,” he said.

“For the customers this means one, clear point of contact directly with the workshop with SOS providing a better communication platform with technicians in the field. The app is also used to secure technicians’ wellbeing and safety during what are often remote and after-dark roadside missions.”

Alvarenga said Scania experienced a 110% increase in local truck sales last year, so their commitment to service and support must reflect their growing market share, which increased from 6% to 16% in the last two years.

We’ve also worked hard to increase our national network of service centres with more than 30 regional workshops providing fantastic round the clock service. However, given the many remote and rural routes are trucks service 24/7, Scania Assistance is a very important complement to the workshop service and our customers’ peace of mind,” he said.

Project Manager for the Scania Assistance launch in New Zealand, Colin Bowden, says the service is staffed by a strong team who understand the local industry and customer needs.

“We are very proud to be able to include this unique service in our total customer offering.  We’ve trained nearly 70 technicians and service-minded professionals who now have access to these very comprehensive Scania systems and vehicle diagnostics,” he said.

“Wherever any of our customers are, Scania Assistance will be available 24/7 year-round. With one call they will be in touch with a professional service coordinator who knows their Scania vehicle and can make things happen faster, maximising the customer’s up-time.”