Thermo King launches service excellence platform

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Thermo King announced Tuesday it has officially launched its new elite and standardized service excellence model after successful pilot programs at dealerships in both North America and Europe.

Branded as Blue Track by Thermo King, the customer-centric service delivery model will soon be integrated into participating dealer locations. By the end of 2020, Thermo King says nearly all regions within North America will have Thermo King Blue Track dealer representation.

“Thermo King customers play a critical role in ensuring the safe and timely delivery of fresh food and medicine to communities around the world so maximizing their uptime has always been our number one priority,” says Karin De Bondt, president, Thermo King Americas. “Since we founded the transport refrigeration industry more than 80 years ago, we have been committed to innovating the customer experience – from our advancements in electrification and leveraging data for product innovation, to the customer support we provide. Blue Track underscores our dedication to delivering extraordinary service.”

Thermo King’s Blue Track dealers will implement standardized and enhanced service offerings that include proactive and transparent customer communications, triage and express services, dwell time monitoring, parts inventory management, and extended dealership hours, the company says.

“Since last year, several of our Thermo King dealers have adopted elements of the enhanced service delivery model into their dealerships through a pilot program. We wanted to be sure that the solutions we were offering truly addressed our customers’ needs – their demands have changed and it’s important that we continue to adapt to meet their needs,” says Mark Nyman, channel excellence leader, Thermo King Americas.

The company says Blue Track was born from collaboration with Thermo King’s global network of dealers and customers, and taking a telescopic look into future transformation of the transportation industry – including continued technological innovation, stringent regulations, and real-time visibility of equipment, loads and asset location throughout the cold chain.

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