Scania Assistance

Scania Assistance in Europe

 10 Assistance call centres
 20 different languages 24/24
 33 countries
 Approx. 850 workshops 24/24
on a total of 1075 in Europe
 Activities

 Assistance (arrange call out)

 Handle complaints
 Optimise data base (SIS)
 Real-Time Reporting
 Customer
 Dealer
 GOP procedure
Home dealer
Scania Assistance
Repairing
Valid for 4 Valid for 3 workshop
months from months from
BOR BOR

GOP
Credit GOP

Invoices should be in accordance with

Customer the imposed Scania rules!
 Assigning the workshop

 Nearest qualified workshop

 In posession of the required parts
 Availability
 Customer expectations
Use Trace Your
Case Available 24-
hours a day

BOR time
Realistic ETA

Consult with Scania

Assistance in all
situations

Inform in case of
possible delay
Diagnose + TA time
ETC
 What do we expect from you?

 We are all Scania ambassadors!

 We need your full cooperation in any updating
matter
 We owe our customers the best service possible.
 The customer always understands the truth.
 Notify us in every step of the repair.
 Complaints

 Scania Assistance takes care of all complaints.

 Clear treatment of complaints for all
 Fast, honest and with respect settle complaints
 Customer happily pays for a correct repair
 SA acts as “referee”
Roas side assitance process
Next breakdown?
Next breakdown?
Next breakdown?
Next breakdown?
Next breakdown?