RGM Darwin gets Elite Support certification

The dealership team has implemented a raft of improvements over the past year in order to meet the 129 criteria that are required for become a Daimler Elite Support dealer.

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,” said RGM Darwin Dealership Principal, Shaymus Frewen.

“We have had many comments from our customers, so the changes are certainly being noticed,” he added.

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 particularly appreciated by customers.

“What it means is that we are calling them before they call us,” Mr 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 said.
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.

Elite Support was introduced by Daimler Truck and Bus in 2017 in partnership with its dealer 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.

Daimler Trucks says that there now nine dealerships with Elite Support certification across Australia and New Zealand, with many more in process of achieving certification.