Hino Australia looks to Advantage offering


Truckmaker is reshaping its customer business to focus on lease, servicing and enquiries

Hino Australia looks to Advantage offering
Steve Lotter says there is a change in mindset.

 

Hino Australia is looking to complete a full-suite customer offering over the next five years under its new Hino Advantage banner.

Hino Advantage, which initially encompasses finance, customer care, servicing, and parts, with more additions to arrive in the next two to three years, is part of the company’s push to provide customers with holistic support and unique finance packages with the help of its One Toyota partners.

Bringing together old and new customer options into a more streamlined approach, Hino believes Hino Advantage will allow owners to pick and choose what suits them.

The finance arm will be backed by Toyota’s Financial Services, and will cover lease trucks, vehicle loans and fleet financing.

The servicing side will include: 24/7 roadside assist, which is included under warranty terms; negotiable service agreements; extended warranties; and tailored fleet customer training, which sees a business’ staff trained by Hino professionals.

Genuine parts and accessories are also covered by warranty terms.

Hino Advantage is part of a shifting landscape for the company, with a bigger emphasis on communicating with its dealers and ensuring all employees across the chain are on the same page.

Hino Australia senior divisional manager of brand and franchise development Bill Gillespie says the company feels "over a three year period we can build a better business" by adding more people and refining all processes.

An example of this is the addition of an internally run Hino Care Centre for phone enquiries, which chairman and CEO Steve Lotter says is a switch in the company’s mindset.

"We haven’t had a customer care centre previously − we think we care for customers − but it’s been a more reactionary rather than a proactive approach."

While this area has been covered externally in the past, the move to bring the care centre in-house is a case of streamlining local operations.

The second step in Hino management’s plan, which will cover 2018 to 2020, is yet to be confirmed but will continue its strategy to maximise its One Toyota association and brand shift.

 

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