Thermo King Launches Blue Track, its New Uptime-Focused Service Excellence Program
9th December 2020
Designed and tailored to maximise customers’ uptime, the new program combines data utilization expertise, service excellence models and new service contracts
Thermo King®, a leader in transport temperature control solutions and a brand of Trane Technologies, launched today the new Blue Track by Thermo King Program, its unique and customer-centric service delivery model that redefines customer support across the Thermo King dealer network in Europe, Middle East And Africa. Tailored to maximise customers’ uptime and boost vehicle utilization, the Blue Track by Thermo King Program leverages Thermo King’s technical expertise, service capabilities, connectivity and data analytics with market leading dealer network and coverage.
Thermo King’s Blue Track Program implements new standardized and enhanced service offerings that include proactive and transparent customer communications with centralized 24/7 fleet monitoring, remote triage and express services, proactive maintenance and repair, and improved customer communications. The services within the Blue Track by Thermo King Program are tailored to reduce planned and unplanned fleet downtime by 15-20 percent and improve fleet utilization by 5 percent. This directly translates into lower total cost of ownership and better return on investment for the customers.
“Transport is a key component of our economy and our way of life. Around one in six trucks and trailers is refrigerated and carrying food, pharmaceuticals, and highly valuable cargoes that need both stable temperature and stable humidity. Maximising their uptime has always been our number one priority,” said Francesco Incalza, president of Thermo King Europe, Middle East and Africa. “As a global business, Thermo King has long considered it our responsibility to lead the industry not only in designing and manufacturing sustainable products for our customers, but also in delivering the extraordinary service and support that can help boost our customers’ operations. With the Blue Track by Thermo King Program we’re raising this bar even higher.”
With global trends such as increasingly stringent environmental regulations, the electrification of transportation, and digital connectivity, the importance of uptime continues to grow – alongside customer expectations for more consistent levels of service. The Blue Track by Thermo King Program addresses this number one priority of fleet managers, and one of the most direct factors affecting their ability to increase revenues and profit from fleet efficiency.
“At Thermo King, we want our customers to be focused on one thing – their business and their mission to transport the goods safely – without any interruptions,” said Claudio Zanframundo, channel excellence and customer service leader at Thermo King Europe Middle East and Africa. ”The Blue Track by Thermo King Program is the essence of that approach. We are changing rules of the game as we move from a reactive to a completely proactive customer support that has only one goal – enhance our customers’ fleet utilization.”
With the Blue Track Program, Thermo King puts connectivity to work together with a 24/7 support of a full team that holistically looks at what is happening to the refrigeration unit – anticipating and addressing potential issues before they occur. The Blue Track by Thermo King Program further increases the capabilities provided by the dealers, resulting with a more dynamic dealer network able to offer smarter, faster, and more comprehensive service engagements.
The key customer benefits of the Blue Track by Thermo King Program are:
- Real time watch, central monitoring and 24/7 Fleet visibility through TracKing™. Telematics-enabled data from customer fleets are monitored from a central location. This helps decrease the unpredicted downtimes by proactively providing basic remote triage and recommendations for most efficient servicing when alarm codes are detected. With Thermo King Connected Solutions, customers can also monitor a wide range of factors relating to their fleet performance – in real-time and with data consolidated on a central platform.
- Mobile and in–dealership preventive maintenance. Blue Track by Thermo King Program ensures that customers have access to the right maintenance and repair resources when and where needed. Thanks to gathered telematics data, repair efficiency can be increased by 5-15 percent.
- Consistent service experience, faster repair, reduced and monitored dwell time. If any unplanned maintenance or 24/7 emergency service is necessary, customers can benefit from the entire network’s support. Customer service team directs them to the optimal Blue Track by Thermo King service location to ensure the workshop time is scheduled and performed with minimal downtime.
- Improved customer communications. Customers receive clear and timely text and email updates when any activity is required or underway. These updates include reminders, notifications of progress and milestones reached (e.g. ‘repair has begun’), and announcements of work completed to keep them informed every step of the way.
Customers will be able to benefit from the Blue Track by Thermo King Program’s advantages choosing one from a various levels of Blue Track by Thermo King service contracts tailored to their needs.
Blue Track by Thermo King Select certification will be awarded to dealers within the Thermo King network of over 500 authorized service points in 75 countries that will actively deliver a range of advanced capabilities such as 24/7 availability, mobile service van coverage, certified technicians, fast turnaround times, and genuine parts availability.
For more information, please go to www.europe.thermoking.com.