ArvinMeritor’s Commercial Vehicle Aftermarket (CVA) business has established a Customer Care Center at both its U.S. and Canadian parts distribution centers as part of the 5-Star Partner service launched a year ago.
“Based on our years of servicing and listening to our customers, we determined it was time to take our service level up a notch,” said Shelly Beneteau, senior manager of Customer Service at CVA. “Our goal is to achieve first-call resolution - answering customers’ calls within 20 seconds, and if there’s follow-up or research required, resolution will occur within 24 hours.”
By phoning 888-725-9355 in the U.S. or 800-387-3889 in Canada, customers receive a simplified phone menu with three options: pricing and availability, technical help regarding a part, or other inquires. All calls with then receive a case number and will be followed until closure.
Online information and order status will be updated hourly on XpresswayPlus.com, a website created solely for aftermarket customers.
ArvinMeritor’s Commercial Vehicle Aftermarket group, based in Florence, Ky., offers replacement parts for the company’s complete braking systems, drive-steer-trailer axles, drivelines and suspension and ride control products in North America, Europe, and South America. The aftermarket parts are distributed under the Meritor and Euclid brands.