C U S TO M E R S E RV I C E

Y O U R V E H I C L E I N G O O D H A N D S
A WORLD OF CUSTOMER SERVICE
Anyone whose job involves travelling on the road knows how vital it is to be
able to count on someone who will take care of their vehicle, with dedication,
speed and absolute professionalism.

With Iveco, these qualities are always present and are aligned to dedicated sys-
tems capable of guaranteeing first class assistance for your vehicle at all times.

Iveco offers a comprehensive service package underpinned by a dedicated

support network comprising more than 2,000 Dealers and Service workshops
throughout Europe, each with highly trained and skilled technicians providing
total support and assistance for you in every situation.

By placing your trust in Iveco, you have the guarantee of Origin 100% Iveco
parts, ensuring the performance of your vehicle is optimised at all times. Iveco
provides everything that’s needed to maximise vehicle uptime, safely
and securely.

Iveco Customer Service – your vehicle in good hands

SERVICE TO OUR CUSTOMERS
Specialist customer service
support for Iveco operators is
readily available at strategic
locations throughout the UK.
Every Iveco Dealer is dedicated
to supporting your Iveco
vehicle throughout its life with
the professionalism of expert
technicians and a class-leading
culture of Customer Service.
A European network
Iveco is first and foremost a full range
truck manufacturer, a position that
requires the provision of consistently
high levels of service from Daily
to Stralis for all customers. Within
Customer Service, Iveco recognises
and reacts to the ever-changing
requirements of customers to ensure
that they are not only met, but
exceeded.
To maintain this level of commitment,
the Iveco Dealer network fully
endorses and subscribes to the
APLUS initiative, a bespoke set of
service level standards which focus on
the key areas of:
• Response and reaction times
• Service quality levels
• Qualitative standards and
compliance measurement
These service standards are applied
and monitored by Iveco on a regular
basis and cover the key performance
areas of:
• Assistance Non-Stop
• VOR (Vehicle Off Road) monitoring
• MOT pass rate
• Dealer training
• Parts support
This ongoing and detailed monitoring
of performance is designed to further
improve the level of service offered
collectively by the Iveco Dealer
network.
The core principles of adding
value and viewing everything
we do through the eyes of our
customers are central to Iveco
being perceived as the best
truck support network in the UK
market.
www.origin.iveco.com 3
ORIGIN 100% IVECO
Only the Iveco Dealer network
is able to maintain your vehicle
for optimum performance at all
times. For this reason, Origin
100% Iveco has been marketed
to reinforce our commitment to
you, our customer.
Origin 100% Iveco has been designed
specifically to:
• Guarantee a first class level of
Customer Service that always
meets the needs of our customers
• Manufacture Iveco original parts
through a continual programme of
research and development,
selecting only the best products
from leading suppliers
The results are products and services
of outstanding quality, with customer
care support packages to match.
Iveco Customer Service caters for
your needs with skill and dedication,
to help maintain your investment
in perfect condition over time –
something that only the original
manufacturer can offer.
Suppliers - we work only with
suppliers that conform to the highest
quality standards.
Quality Checks - we carry our
regular and stringent quality checks
on all our products.
Materials - we select only those
materials that meet strict quality
standards and provide the best
performance.
Original Parts - your assurance of
product quality, safety, reliability and
performance.
Dealer Network - Strategic
coverage ensuring your needs and
expectations are met first time, every
time.
Origin 100% Iveco – the instinct
of excellence
IVECO PARTS
Parts availability is not only
an Iveco logistics function and
key performance indicator
measurement. Real parts
availability is measured by our
customers as availability of the
part at Dealer level.
Choosing original Iveco parts means
putting your trust in the quality of the
manufacturer and the professionalism
of the Iveco Dealer network, ensuring
your vehicle is always working to its
optimum performance.
Origin 100% Iveco parts
Only your Iveco Dealer carries an
extensive range of Origin 100% Iveco
parts at competitive prices, allowing
you to buy with confidence and peace
of mind.
100% selection - the excellence of
the parts supply process begins with
the raw materials used to assemble
every Iveco product, selected in
accordance with the highest quality
standards.
100% reliability - we only select
parts suppliers who ensure the
highest quality levels and certified
production processes.
100% quality - the progressive
introduction of radio frequency
identification tags to Origin 100%
Iveco parts is our guarantee that the
part is original.
100% safety - certified and
guaranteed, Origin 100% Iveco parts
ensure long term performance and
help preserve the value of your
vehicle.
100% control - all Iveco products
and services pass strict quality
control testing at each stage of the
manufacturing process.
100% customer satisfaction - a
quality process that targets a single
goal: satisfying Iveco customers 100%.
Origin 100% Iveco parts - your
assurance of quality. Visit us at www.
origin.iveco.com
Parts Price Challenge
If you take up the Iveco Parts Price
Challenge, we will match the price of
any genuine like-for-like parts (subject
to terms and conditions) not only
today but tomorrow, next week and
next month – guaranteed! Contact
your local Iveco Dealer and take the
Iveco Parts Price Challenge today.
Fleetrite All Makes Parts
Fleetrite is the Iveco brand covering
parts for all makes of trucks, trailers
and vans. It offers a comprehensive
range of products from Europe’s
leading manufacturers, available at
highly competitive prices from your
Iveco Dealer – the one stop shop for
your parts requirements.
www.origin.iveco.com 5
PARTS SUPPORT SERVICES
All Iveco Dealers have access to
the latest technology in parts
ordering systems and procedures.
There will be occasions when
a part is not available at either
the Dealership and/or the Iveco
UK Parts Distribution Centre in
Winsford, Cheshire and Iveco
has developed customer-focused
systems and procedures to cover
such instances.
Iveco UK Parts Distribution
Centre - normal Dealer ordering
times
Monday to Friday: 08.30 – 18.00 hrs
Saturday: 08.00 – 11.00 hrs
There are three standard parts
order types a Dealer can place with
Winsford:
• Stock (weekly delivery)
• Express (for 48 hour delivery)
• VOR (overnight delivery)
Ordering parts for a genuine
VOR – 08.30 to 18.00 hrs
Main Dealers can place VOR orders
using the online Iveco parts order
system with Winsford from 08.30 to
18.00 hrs Monday to Friday and 08.00
to 11.00 hrs Saturday. Parts available
from Winsford will be despatched the
same evening for delivery with the
Dealer by 08.00 hrs the following day.
Orders placed on a Saturday will be
delivered by 08.00 hrs the following
Monday.
Latecall – for late emergency
VOR orders 18.00 to 21.00 hrs
The Latecall service is available
Monday to Friday from 18.00 to
21.00 hrs for emergency VOR orders.
Orders are placed by telephone
to the Winsford warehouse and all
available parts are delivered by 08.00
hrs the next working day. As these
orders are for emergency items, the
amount of lines that can be ordered
via Latecall has to be limited.
Niteline – available from 21.00 to
08.30 hrs
Dealers can use the Niteline service
for parts technical information
or to place genuine VOR parts
orders for immobilised vehicles.
Parts can be despatched by courier
on a chargeable basis at any time
and Niteline also extends to Bank
Holidays and weekends on a 24 hour
basis.
OneCall
The OneCall support service is
for genuinely immobilised vehicles
where the parts required are not
immediately available at either the
Dealer or the Iveco Parts Distribution
Centre in Winsford. Dealers must
raise a OneCall reference in
order to raise the priority of the
part(s) required. The Iveco Order
Management team constantly monitor
every OneCall reference with the aim
of obtaining parts from alternative
sources of supply as quickly as
possible, such as other Dealers stock
or from other Iveco parts warehouses
throughout Europe.
Windelivery
On the rare occasions where OneCall
cannot locate a part within the
European network, Windelivery is the
next course of action. This service
allows Iveco Order Management to
search for the non-available part(s)
in all Iveco production plants and
with our suppliers. When available,
the part(s) will be transported by air
directly to the Dealer.
Iveco Order Management
- summary
• 08.30 to 18.00 hrs Iveco Parts
online
• 18.00 to 21.00 hrs Latecall
• 21.00 to 08.30 hrs Niteline
• Couriers to all authorised Iveco
locations for immobilised Stralis
vehicles are available FREE on a
24/7 basis

Parts deliveries – summary

• For parts ordered before 21.00 hrs,
overnight delivery by 08.00 hrs the
following day
• Couriers on a chargeable basis are
available on a 24/7 basis
• Assistance Non-Stop couriers to
roadside are available FREE on a
24/7 basis

www.origin.iveco.com 7
ELEMENTS
In a continual effort to offer
our customers the best possible
service, Iveco has created
Elements, an extensive range of
tailored planned maintenance
contracts designed to maximise
vehicle uptime. How? By
providing customers with total
flexibility in tailoring a contract
to suit their particular operation.
Total flexibility from additional
coverage
You can choose one element only,
or build a combination of elements
and options to provide a tailor made
solution to suit your individual needs.
All packages are provided by Iveco
through its Dealer network with the
use of Origin 100% Iveco parts at all
times.
1. Legal
Includes:
• Regular safety inspections in line
with ‘O’ licence requirements
• Tachograph re-calibrations required
by law
• Speed limiter checks
• Electronic document filing
• Defect reporting
• MOT including preparation of
vehicle prior to submission for test.
Payment of the test fee for the
vehicle only, collection and delivery
to and from the test station
• Advisor subscription (online
vehicle records)
2. Service
Includes:
• Routine servicing of the vehicle in
accordance with the service
schedules issued by Iveco. These
include greasing, changing oils
and fluids as well as the supply of
recommended materials and use of
Origin 100% Iveco parts (eg.
grease, oil, filters and/or
cartridges)
• Distance-based and time-based
servicing dependent on model type
and operational parameters
• Defect reporting
• Document filing
• Advisor subscription (online
vehicle records)
3. Friction
Includes:
• Routine servicing of the vehicle in
accordance with the service
schedules issued by Iveco. These
include greasing, changing oils
and fluids as well as the supply of
recommended materials and use of
Origin 100% Iveco parts (eg.
grease, oil, filters and/or
cartridges)
• Safety inspections in line with ‘O’
licence requirements. For
vehicles not subject to an ‘O’
licence inspection routine, a special
inspection will be included at a
minimum of 13 weekly intervals
• The repair and/or replacement
activities related to clutch discs,
brake disc/drums, pads, shoes and
sensors, provided that such
activities are required and due only
to normal wear and tear
• Distance-based and time-based
servicing dependent on model type
and operational parameters
• Defect reporting
• Document filing
• Advisor subscription (online
vehicle records)
4. Motion
Includes:
• Regular safety inspections in line
with ‘O’ licence requirements
• Tachograph re-calibrations required
by law
• Speed limiter checks
• Electronic document filing
• Defect reporting
• MOT including preparation of
the vehicle prior to submission for
the test. Payment of the test fee for
vehicle only, collection and delivery
to and from the test station
• Routine servicing of the vehicle in
accordance with the service • Ensure continuity of service
schedules issued by Iveco
• Bulbs and adjustments at time of
inspection and servicing only
• All fair wear and tear repairs during
the agreement period
• Assistance Non-Stop 24 hour
emergency roadside services
• Advisor subscription (online vehicle
records)
5. Fleet Management*
Includes:
• Scheduled event and distance
management
• Provide annual service planners
• Advise customers and service
points of all forthcoming events
such as PMI, MOT, etc
• Maintenance controllers progress
chase scheduled events daily
• Monthly scheduled event report
available
• Pro-active management of trends
• Provide data on Dealer
performance
relevant to vehicle movements/
relocation
• Vehicle excess distance management
* dependent on contract type and subject
to consultation
In keeping with the flexibility of
Elements, further options are available.

Legal Service Friction Motion

Safety inspection (PMI)* S O S S
MOT S O O S
Tachograph re-calibration* S O O S
Speed limiter check S O O S
UK ANS cover** N/A N/A O S
European breakdown cover** N/A N/A O O
Collection and delivery O O O O
VOR guarantee N/A N/A O O
5th wheel N/A N/A N/A O
Oil top ups at PMI’s N/A N/A O O
Bulbs N/A N/A N/A S
Tyres O O O O
Tail lift O O O O
Rear shutters O O O O
Body O O O O
Advisor subscription S S S S
Fleet Management O O O O
O Optional S Standard N/A = Not Applicable
*Applies to vehicles over 3.5t. **This does not affect the ANS cover included in the standard manufacturer warranty.

www.origin.iveco.com 9
ADVISOR – Automated Distributor Vehicle
Inspection Service Online Records
Advisor is a system which
provides vehicle operators with
immediate visibility to their
vehicle maintenance records
online.
Customer benefits
If you are involved in the inspection,
service, maintenance or repair of your
vehicles, just imagine the efficiency
improvements and the benefits
from improved process control and
compliance procedures you could
enjoy from a fully automated system,
allowing you to transmit data securely
with your Iveco service provider.
Key features
• Highly sophisticated, yet simple to
use 24/7 web-based communication
• No more missing and illegible
documentation
• Reduced ‘O’ licence, servicing and
repair administration
• Automated real time
communication
• Manage performance and track all
key service dates, whilst monitoring
and recording who was responsible
• Automate repair approval authority
and invoicing
• Reduced carbon footprint using
paperless processes
• Be 100% confident that you have
full visibility of your VOSA
compliance
• The operator can see online:
o PMI and service sheets
o All MOT information
including technician details
o Scheduling information year
planner by individual vehicle
and fleet
o The facility to track the
progress of a vehicle through
the workshop
o View vehicle history details
for up to ten years
APLUS Dealer Standards
In order to maximise customer
satisfaction at all times, it is
important that the Iveco Dealer
network operates to the highest
level of operational standards.
The APLUS Dealer Standards
have been implemented by Iveco
Customer Service to fulfil this
requirement.
Opening hours
24 hour opening is desirable,
however each Dealers Parts and
Service operations must be open
a minimum of 95 hours per week
for Distributors, and 75 hours per
week for Authorised Repairers. The
minimum core hours are 08.00 to
20.00 hrs Monday to Friday, and 08.00
to 13.00 hrs on Saturdays. These are
the minimum requirements and many
Dealer locations are open for much
longer periods.
Diagnostic tools
All Dealer locations must have the
Iveco mobile diagnostic computers
(E.A.SY.) operational to the latest
level. One of these machines must
be available on the Assistance
Non-Stop 24 hour roadside assistance
vehicle.
Test trailer
A tri-axle test trailer with moveable
weights to the current legal maximum
must be available for test purposes at
all Distributor locations.
Service van
A minimum of one Service van is
required at every Dealer location. This
vehicle should be in addition to the
Assistance Non-Stop vehicle and is to
provide second line support.
Roller brake tester
All Dealer locations must have brake
roller test equipment installed, with
digital capability being a mandatory
requirement on new installations.
Advisor
All Dealer locations must have, and
fully utilise the Iveco Advisor system
to enable web-based reporting and
recording of PDI, safety inspections,
MOT, vehicle safety recalls and any
other developments made available
by Iveco as part of the paperless
workshop concept.
www.origin.iveco.com 11
ASSISTANCE NON-STOP
Iveco offers a 24 hour, 7 days
a week roadside assistance
programme called Assistance
Non-Stop. To support this key
service, Iveco has invested
heavily in the Customer Centre,
a purpose-built communications
centre for customers in the
unexpected event of a vehicle
breakdown.
Assistance whenever you need it
The Customer Centre co-ordinates
all roadside assistance activities
from first contact to roadside repair,
or where necessary recovery to a
franchised Iveco Dealer. By calling
the freephone number 0800 590509
within the UK, or 00800 48326000
within Europe, you can request
urgent assistance for your vehicle.
A dedicated team of 80 operators
at the Customer Centre guarantee
an immediate response and rapid
solution to any problem by activating
the Iveco Service centre closest
to the breakdown point and most
suitable for the vehicle.
During the assistance process
(whether it is a small repair at the
roadside or towing and subsequent
workshop repair), the Customer
Centre checks on progress, keeps
you informed and guarantees that the
vehicle is back in service as quickly as
possible.
Back on the road – quickly,
efficiently, safely
We recognise that time is money
and your vehicle needs to be back on
the road quickly, efficiently and safely.
All roadside assistance dossiers are
therefore monitored and measured
to ensure that the service provided
meets or exceeds our standards for
customer satisfaction:
• All Iveco Dealer locations are
required to achieve a maximum
average time of 52 minutes as their
time of arrival target over all
assistance dossiers.
• The total time of repair must be
below an average of 120 minutes
over a minimum of 90% of all
dossiers.This measurement
continues where it is necessary to
recover a vehicle to the Dealership
workshop.
• The actual time of arrival versus
the estimated time of arrival is also
measured to ensure that customer
promises are maintained.
• Each Dealer location must give
absolute priority to attend all
Assistance Non-Stop requests.
VOR
The priority for all Iveco Dealers
is to return any Iveco vehicle
back into service in the shortest
possible timeframe.

If you need to make an unscheduled

visit to your Dealer, your vehicle will
be examined to assess the nature of
the work required within 15 minutes.

VOR Monitor
Any vehicle which is in the Dealers
workshop for more than 4 hours
will be entered on the Iveco VOR
Monitor, and the Monitor updated
before 10.00 hrs daily. The accuracy
of the monitor is a priority to identify
the nature of the work or delay,
be it technical support, customer
authorisation or awaiting parts, and all
vehicles on the system are audited by
Iveco Customer Service. In addition,
any vehicle which has been the
subject of a roadside breakdown will
be entered on the VOR Monitor as
soon as it arrives in the workshop.

A Dealer can record every vehicle

entering his workshop onto the
Monitor and use the system as a
management tool; however Iveco will
only measure Iveco vehicles which
have been on site for more than 4
hours. If a vehicle is completed within
4 hours from the time of arrival to
completion, it will not be measured.

The effectiveness of the VOR

Monitor is designed to provide
added peace of mind for our
customers and the knowledge
that any downtime is kept to an
absolute minimum.

www.origin.iveco.com 13
MOT PASS RATE
The MOT pass rate is a critical • No vehicle should be presented
compliance measurement for all by a Dealer unless the inspection
vehicle operators today. Whilst and work has been carried out in
the ultimate objective must be his own workshop and prior to
a pass rate of 100%, the base its appointment, be fully
requirements detailed below are satisfied the vehicle will meet the
measured by Iveco for all Dealer requirements of the test.
locations. • All Iveco Dealer workshops must
present vehicles prepared by them
• MOT inspections must be carried at a MOT facility under the VOSA
out using the Advisor system, Preparer ID programme.
with data transferred to Iveco
electronically in real time.
• The minimum objective for the
first time pass rate is 94%, this
being subject to review on a
regular basis.
• All individual Dealer technicians
are monitored on first time pass
using Advisor, which means that
Iveco can continuously monitor
every MOT and train its technicians
to the highest VOSA standards.
DEALER TRAINING
The quality and quantity of
training undertaken by each
Dealer location, from both
a technical and commercial
perspective is a fundamental
pre-requisite in the generation of
customer satisfaction.
• At the commencement of each
year, all Dealer locations must
submit a training plan for their
Customer Service operations.
All training plans are assessed for
their depth and breadth of
coverage and concurred by Iveco
Customer Service. The training plan
must include the minimum
technical training requirement for
each Dealership technician
• Each service technician must
complete 5 days training per year
which is a combination of web-
based and classroom training
• A Competence Monitor is
reviewed regularly to determine
that the appropriate training levels
are undertaken
• All Dealer locations must attend
the Iveco CPC (Certificate of
Professional Competence) training
schedule and hold the appropriate
certificate
• All locations are assessed on a
quarterly basis against their training
plan.
• All locations must provide an area
within the Dealership for web
based training, fitted with a PC,
internet connection, printer and
display material
www.origin.iveco.com 15
BULLDER
Bullder is the Iveco brand name
covering parts, servicing and
repairs for trailers and drawbar
units. Based on our experience
as an established manufacturer
in road transport, we have
selected the leading suppliers in
the trailer industry to market
their products under the Bullder
brand. An entirely new concept,
designed with our customers
in mind and available from the
Iveco Dealer network.
Save time with Bullder
With Bullder, you can now find a
range of parts for your trailer or
drawbar unit at your Iveco Dealer in a
‘one stop shop’ concept. Servicing and
maintenance work can be completed
on both tractor unit and trailer in
one visit, thus saving you time and
maximising vehicle uptime.
Put your trust in Bullder: parts for
trailers and drawbar units with the
quality of Origin 100% Iveco parts.
In addition, the distribution and
logistics channels within the Iveco
network guarantees prompt delivery
and maximum parts availability levels
Carefully selected products
Bullder parts are marketed with
extreme care in line with the Iveco
tradition. The developing product
range available includes:
• Air springs and bellows
• Brake discs and drums
• Brake pads and wear sensors
• Electrical components
• Pneumatic components
• Shock absorbers
• Trailer lighting
In selecting leading manufacturers
in the industry as our supplier
partners, we are able to guarantee
products with the highest quality and
performance characteristics.
Industry leading guarantee
The Bullder parts warranty benefits
from the same terms and conditions
as standard Iveco parts, assuring you
of the same quality standards for the
trailer as the tractor unit.
ACCESSORIES
Iveco Shop is the exclusive range An invaluable aid
of accessories developed to make Safety is everything. All Iveco Shop

2011
BOOK

BOOK

SHOW
SHOW
your Iveco vehicle unique, based safety accessories offer solutions that 2011

on your personal requirements. are kept within arm’s reach, so that in

All Iveco Shop products are
designed to offer the highest
quality combined with the latest
design, safety and technological
innovations.
Personalisation through
innovation
The vast range of accessories makes
it possible to personalise your vehicle,
increase its appeal and also enhance
your image. The interaction between
technological research and design
ensures the practicality and general
quality of every product.
the event of any unforeseen situation,
it can be handled with the utmost
safety.
The Iveco Showbook www.iv
eco.co.u
k
All Iveco Shop accessories are
presented in the Iveco Showbook, an
annual publication available at your
local Dealer. Alternatively, please visit
www.ivecoshop.com
Iveco Shop – quality is also in the
detail

Quality reflected in style

Elegance and prestige: these are
the characteristics of the in-cab
accessories that enhance your vehicle
in a unique way. The extensive
range of products available will help
make journeys more enjoyable and
maximise levels of comfort, however
long your journey.

www.origin.iveco.com 17
DIAGNOSTICS
­­­ order to identify any problems
In
quickly and reliably and to enable
the workshop to solve problems
efficiently, Iveco has created a
new diagnostic platform which
reflects the rapid evolution of
the product. The use of advanced
technology is designed to provide
an advanced level of service and
enhanced customer satisfaction.
E.A.SY
This diagnostic platform is called
E.A.SY (Electronic Advanced System),
a system that allows simple diagnosis
of the various electronic units on
your vehicle, using a communications
module (ECI) and a specific personal
computer. The software for the
E.A.SY. platform provides a single
intuitive interface, through which it is
possible to consult a guide to repairs
indexed by symptom. The ECI module
guarantees communications with all
current and future Iveco control units.
Thanks also to interaction with Iveco
Teleservices and all other support
systems to which this system can
connect immediately, E.A.SY is at the
heart of Iveco advanced diagnosis,
representing access to the workshop
of the future.
Iveco Teleservices
Teleservices is the means by which
Iveco offers specialist diagnostic
assistance, working side by side with
the Dealer network to manage and
solve the most complex and unusual
diagnostic problems.
Teleservices is accessed by remote
connection of the diagnostic
equipment in the Dealer workshop
directly to the Iveco Teleservices
Expert Centre. The programme
software is constantly updated to
offer the most effective service to the
Dealer network. Working remotely,
the Expert Centre technicians can
inspect vehicle behaviour exactly as
if they were at the scene, by testing
and actuating electronic systems and
components and suggesting the most
effective soluti ons.
Teleservices brings many
benefits to operators of the
Iveco product: it increases the
efficiency of the workshop
and helps minimise vehicle
downtime; the vehicle electronic
systems can be updated to
the latest operating levels;
and finally, details of all work
undertaken on the vehicle ECU
is readily available and can be
accessed by all Iveco workshops
at all times to ensure the
most comprehensive vehicle
maintenance service is provided.
CUSTOMER COMMITMENT
By investing in the Iveco product,
you have joined the Iveco family
and as such are entitled to
receive the very real benefits
that accrue from strong family
ties:
• The efficiencies and enhanced
performance that result from the
introduction of cutting-edge
technologies in developing our
product ranges.
• The professionalism of expert
Technicians at Dealer level and a
class-leading ethos in Customer
Service.
• A European-wide family of Iveco
Dealers, ready and able to provide
Customer Service whenever and
wherever you need it.
• The use of Origin 100% Iveco parts
at competitive prices and key
services tailored to your specific
vehicle.
Ensure your Iveco receives the
very best available attention
from a caring family.
www.origin.iveco.com 19
Iveco Limited Customer Service
25 Road One,Winsford, Cheshire CW7 3QP
www.iveco.co.uk