Scania Assistance Celebrates 25 Years
The in-house assistance service started in August 1998 with one support centre based in Södertälje, Sweden, dealing with 5,000 cases per year. Now, the operations have expanded to 15 locations globally, supporting all Scania customers in 52 countries, with the team handling more than 250,000 cases per year.
Tobias Andersson, Managing Director for Scania Assistance, said: “Once upon a time, there were many different Scania emergency call centres operating under different company names in different ways around the world. For example, in Great Britain it was Greenflag. In 1998, we decided to give our customers even better support. This year we reach an incredible milestone in Scania Assistance’s journey, but this has only been possible by the team that make it a reality.”
In the UK, Scania Assistance has a centre based in Bradford, which is home to a group of experienced service coordinators dealing with SOS calls from across the UK, Europe, North America, Australia and New Zealand on a daily basis. They are supported by an army of expert field technicians, who specialise in all Scania’s products, including bus, coach and Power Solutions powertrains.
Andy Greenwood, Manager for Scania Assistance Western Europe, said: “It’s a fabulous achievement to reach such a milestone. Especially when you consider this team is the front line response when a customer experiences unplanned downtime. It’s credit to everyone in the Scania Assistance team, as they all play a crucial role in answering our customers’ distress calls and getting them back moving again as quickly as possible.”
To celebrate the occasion, a trio of technicians have been crowned the ‘Heroes of the Road’ by their peers, for their commitment to keeping our customers moving.
Later in the year, there will be a special Scania Family docu-series focused on the Scania Assistance team, giving viewers greater insight into the lives of the team on the front line.