Support Returns Dealer-Side in Growing Service Trend

With a shift towards factory-backed servicing for transport fleets developing across the country, Isuzu Trucks is tracking the trend as it unfolds across its vast dealer network. ​ 

As customer expectations continue to rise, a broader range of Original Equipment Manufacturers (OEMs) are successfully shifting from a product-first approach to an outcomes-focused ‘product and service’ combination. 

Isuzu Trucks is of course no exception and having pioneered an aftersales standard that is now commonplace within the Australian the truck market, the country’s best-selling truck brand is seeing a steady surge in customers taking on its Service Agreement packages. ​ 

Factory-backed is back! 

Isuzu Australia Limited’s (IAL) National Service Business Manager, Glenn Jones, explained that a range of factors are contributing to the shift towards OE-backed service and repair. ​ 

“Both our own data as well as a range of domestic and international sources are tracking this change in consumer behaviour and there’s several factors feeding into it,” he said. ​ ​ 

“In-house, on-site or third-party service and repair certainly has its place and can be well suited to some transport reliant fleet operations. ​ 

“Although, like any business overhead, the outlay required by businesses to not only employ and retain professional technicians, but also maintain training and product knowledge standards, can be significant and prohibitive,” Mr Jones said. ​ 

“Understandably, the key concern for majority of fleets is uptime and total-cost-of-ownership equations - this is where the case for OE service and repair becomes all the more compelling for a range of reasons.” 

Factory-backed is back! 

Isuzu Australia Limited’s (IAL) National Service Business Manager, Glenn Jones, explained that a range of factors are contributing to the shift towards OE-backed service and repair. ​ 

“Both our own data as well as a range of domestic and international sources are tracking this change in consumer behaviour and there’s several factors feeding into it,” he said. ​ ​ 

“In-house, on-site or third-party service and repair certainly has its place and can be well suited to some transport reliant fleet operations. ​ 

“Although, like any business overhead, the outlay required by businesses to not only employ and retain professional technicians, but also maintain training and product knowledge standards, can be significant and prohibitive,” Mr Jones said. ​ 

“Understandably, the key concern for majority of fleets is uptime and total-cost-of-ownership equations - this is where the case for OE service and repair becomes all the more compelling for a range of reasons.” 

OEM SERVICING FAST FACTS: 

Specialised expertise & genuine parts 

Dealership servicing offers access to trained technicians with in-depth knowledge of specific vehicle makes and models, leading to more efficient, accurate and compliant repair work. 

Integrated services 

Some dealerships provide a comprehensive range of services, including maintenance, repairs and transport logistics, streamlining the aftersales process. ​ 

Convenience and efficiency 

For fleet operators, having all services handled by a single provider (the dealership) can outweigh the potential cost differences compared to in-house or independent workshops. ​ 

Reduced downtime 

In many cases, dealerships can have faster turnaround times and after hours servicing for certain repairs or maintenance procedures, minimising vehicle downtime. ​ 

Simplified logistics: ​ 

Fleets benefit from well resourced, streamlined aftersales processes, reducing the administrative burden associated with managing multiple service providers. ​ 

Improved condition & resale: ​ 

Another big tick for fleets…OE servicing can contribute to improved vehicle maintenance and potentially extend and improve the lifespan, resale and the broader total-cost-of-ownership equation. ​ 

Compliance: 

Again, vital for larger fleets, dealerships are better equipped to meet compliance obligations such as Chain of Responsibility (CoR) measures as a result of rigorous network-wide service and maintenance procedures. ​