Navistar’s dealer channel is undergoing a customer solution revolution.
With new technology being rolled out to make service events more proactive than reactive, coupled with improvements across the company’s supply chain, an expansion of dealer services and more, the truck maker believes it is in the midst of major transformation.
During its recent 2024 Service Solutions Expo in Kissimmee, Fla., Navistar’s leadership shared its progress toward delivering a best-in-class experience focused on consistency and increased uptime for customers across its more than 700 location North American dealer network.
“We are in a journey to move our business from selling parts to selling complete solutions to our customers,” says Fabio Souza, Navistar’s executive vice president, Service Solutions. “We don’t only want to support our customers by selling parts or providing service; we want to provide a complete solution customers can rely on all the time.”
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Souza pitched the complete solutions idea to the company’s dealer network in 2023, stating the industry norm of waiting for customers to come to dealers with parts and service needs was far too passive in eliminating downtime. He stressed to the company’s dealers that change was not only possible but essential — and that the parties could join forces to create real change.
Digital Dealer is the first result of that cooperation.
