The company launched its 5-Star Partner service last January, and the service includes a parts distribution system with high-fill rates and on-time delivery. The Customer Care Center is the latest element in its 5-Star Partner service.
"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 (800-387-3889 in Canada), customers can expect to receive a simplified phone menu with three options. In addition, all calls will be assigned a case number and followed by team members to closure, identifying areas in need of improvement.
Online information and order status will be updated hourly on XpresswayPlus.com, a web site 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. Distributed under the Meritor and Euclid brands, ArvinMeritor's aftermarket parts are precision engineered to original equipment specifications, backed an aftermarket warranty.
For more information, visit www.arvinmeritor.com.