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Service Is Not A Commodity
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Jim Gaskell
Director of Aftermarket Support
Crown Equipment Corporation |
"These differences in service quality can create greater costs down the road. With some providers, you're simply a source of repair revenue. That's why you can't judge service on one area alone. For example, parts might cost less from a look-alike parts supplier, but Crown Integrity Parts® typically last two to three times longer, providing greater savings. Low hourly rates can also be deceiving. The ability to fix it right, with the right part, on the first call is a better indicator of cost savings. Other important factors that contribute to the lowest cost include responsiveness, parts availability, factory warranty and a close relationship with your lift truck manufacturer. This is how Crown defines quality service.
"We call it the Crown Integrity Service System®. It's built on a system of performance."
| Crown Integrity Service Benefits |
Crown |
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Best Local Dealer Support
Proven performance: responsive and fixed right the first time |
Yes |
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+ Parts Availability
Highest off-shelf availability |
93-98% |
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+ Integrity Parts
Longer lasting, lowest frequency of consumption, lower overall cost |
Yes |
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+ Factory Support
Experienced call center, unmatched field of representation |
Yes |
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+ Factory Training
On-going technical training and the latest updates |
Yes |
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+ Warranty Support
Only provided by the Crown dealer, continuous product improvement |
Yes |
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+ Service Programs
Comprehensive offering of maintenance programs |
Yes |
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+ Accountability
Crown management monitors key performance criteria |
Yes |
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+ Investment
Facilities, equipment, service vans |
Yes |
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= Highest Performance (reliability/uptime) at the Lowest Cost |
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