Meritor is adding dedicated customer support for aftermarket differential- and transmission-component rebuilders enrolled in the Drivetrain Direct program.
By using a single point of contact for customers, Meritor said it will be able to offer a more personalized service with quicker response. The dedicated support team will be able to build a relationship with customers and have a better understanding of a rebuilder’s history and business needs.
“Component rebuilders have unique needs because they are rebuilding systems rather than providing off-the-shelf parts or products to end users,” said Tim Burns, product manager of drivetrain and aftermarket for Meritor. “Their honest feedback on how the program can better serve them prompted the addition of this dedicated support team.”
The dedicated support team will be able to give information to rebuilders about stock availability, order status, fulfillment of quotation requests and confirmation of part number supersessions. The team will also work to ensure on-time shipments by expediting service if necessary, according to Meritor.
The Drivetrain Direct team will place outbound calls to advise rebuilders of shipment dates an to resolve issues that are affecting orders. Rebuilders will also be able to provide feedback to the team on how they can improve service.
“This dedicated support team is one more level of Meritor’s commitment to the Drivetrain Direct program,” Burns said. “As the program continues to grow, so, too, will our support and services to our rebuilder customers.”