The European Commercial Vehicle (CV) aftermarket is experiencing a rapid growth. At the same time, key challenges are shaping the demand and the complexity of the market. Regulations tighten, worldwide distribution networks get increasingly powerful, fleet managers focus even more on their Total Cost of Ownership (TCO), workshops have to cope with more complex technologies and drivers get more sensitive to comfort. Valeo is committed to carefully address each and every market need either through product Innovation, avant-garde value adding services and efficient digital solutions. This is what the “We Care for You - Trust the Specialist” promise stands for.
The Valeo customer service experience
“Frost & Sullivan believes that excellent customer relationships will empower Valeo…”
The Aftermarket Specialist managed to perform by leveraging an outstanding support to its customers on field or through the digital technology highlighted by F&S with 3 key features.
At the heart of the customer service at Valeo, the program consists of Technical Training, Technical Promotion, and Technical Support provided to aftermarket professionals (mechanics and distributors). Valeo’s team of highly experienced technical promoters further broadens the customer experience by providing on-field demonstrations of parts and solutions to any problems or queries. To foster even more rapidly this knowledge, Valeo implemented major game changing e-services.
The Valeo Tech @ssist
The web platform giving free access to all Valeo technical information (fitting instructions, diagnosis, technical bulletins, Fitting videos,…) in only two clicks, directly via its valeoservice.com web portal. This online tool is a massive source of technical information that Valeo designed to help technicians quickly search for parts by vehicle type, vehicle identification number (VIN), or product. As a consequence, workshops are able to reduce vehicle downtime while servicing more efficiently and ensure accuracy when ordering parts at Valeo.
The Valeo Specialist Club
The 100% digital rewards program for mechanics. This initiative awards points for scanning Valeo parts. In fact, Valeo has the only rewards program in the CV space and the only program that is completely digital, taking only two minutes for account activation, thereby cutting out unnecessary paperwork and procedures. The program allows garages to sign up using one account or open multiple accounts to reward individual teams. Launched in Spain in September 2018, Valeo made the program a success and managed to recruit nearly 1300 members. Valeo is now deploying the program worldwide and sets new rules in terms of customer experience.
Customer Purchase Experience and Customer Ownership Experience
“Frost & Sullivan believes that Valeo increases customer loyalty and is able to reach new clients through this hands-on approach, which will enable it to gain market share from competitors who are not providing in-person experiences.”
Along with on-site experiences (test tracks, plant tours…) two unique features made Valeo emerge in comparison to its competitors.
2 Year warranty(1) and unlimited mileage for CV clutches
In addition to the unlimited mileage feature, Valeo focused on delivering the same warranty scheme around Europe giving the Transmission Systems Specialist a genuine competitive advantage.
Keeping its customers preoccupations in mind, Valeo has been recognised by F&S for its ability to anticipate regulations and automotive revolutions.
Through a partnership with WABCO Valeo already aims at introducing latest ADAS technologies in the CV market in 2020.
Valeo relentlessly prepares the future and ensures its partners to always anticipate the market requirements and lead the change.
“For exceptional customer service, product knowledge, and warranty packages coupled with product innovations to help reduce maintenance costs for fleets, Valeo has earned Frost & Sullivan’s 2018 European CV Supplier Company of the Year Award.”
(1) Accessible to European Union 28 Countries added by Norway, Iceland, Switzerland, Macedonia, Montenegro, Serbia, Bosnia, Albania and Kosovo. Extension is eligible to Ukraine and Moldova.
(2) European customers perception survey conducted by MV2 Group / April 2018 Marketing survey conducted by MV2 group survey in April 2018 for Valeo Service SAS, 70 rue Pleyel, 93200 Saint-Denis, France, of seventy distributors located in France, Italy, Belgium, Spain, Poland, Croatia, Bosnia, Hungary, Serbia and Romania
(3) Valeo fuel consumption estimations for illustrative purposes will vary based on various factors such as vehicle application and usage.