RGM obtains second Daimler Elite Support certification

Darwin joins Townsville as two of Daimler’s nine ‘elite’ partners here

RGM obtains second Daimler Elite Support certification
The RGM Darwin facility


RGM Darwin has become the latest Daimler Trucks Elite Support dealer, having met the 129 criteria required for such a certification.

The dealership team has implemented a raft of improvements over a 13-month period in order to qualify, a statement notes.

RGM Darwin is the second RGM facility to achieve Elite Support status after its Townsville operation.

"The changes we have made along the path to Elite Support certification have already delivered improvements in both the experience of our customers and our staff," RGM Darwin dealership principal Shaymus Frewen says.

"We have had many comments from our customers, so the changes are certainly being noticed."

In order to qualify for Elite Support certification, dealers must meet stringent criteria based around consistent communication, robust parts availability and range of other measures designed to deliver a premium in-dealership experience.

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The adoption of the Express Assessment commitment, which requires that within two hours of a truck arriving at the dealership the dealer will communicate primary diagnosis, check parts availability, and provide an estimate of cost and repair time, has been one of the firm’s most popular developments for customers.

"What it means is that we are calling them before they call us," Frewen says. 

RGM maintenance director Russell Newman says the Elite Support certification process has delivered a range of benefits.

"RGM Maintenance has always been focussed on the customer, so we quickly embraced the Elite Support initiative and the framework it provides to further improve the customer experience," he says.

"The end result is a better experience for the customer and a better business for us."

Elite Support was introduced by Daimler Truck and Bus in partnership with its dealership network and many of the Elite Support certified dealers across the country attribute involvement in the initiative as improving their customer satisfaction levels and helping them run better businesses.

There are now nine Daimler Trucks dealerships with Elite Support certification across Australia and New Zealand, with others in process of achieving certification.

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