VOLVO Service 2.0 (SMB39-013)

Our promise

"A free update of the car's software to the latest version is always included when we service your Volvo."

This is an offer that really gives us the opportunity to differentiate ourselves from competitors. No one but a Volvo workshop can offer this. Modem cars are like mobile computer systems, and it is easy for the man in the street to understand that there are positive benefits with software updates at regular intervals - just as in the case of personal computers at home or at work. 

THIS IS NOTHING UNUSUAL IN TECHNICAL TERMS. 

The only requirement is the connection of VIDA. The package numbers are available in VIDA, and the download will update the oar's CAN network to the latest status. Offering free updates helps to raise the profile of Volvo and the Volvo workshop and makes the service feel more high-tech. It also shows concern for the customer "Volvo continues to develop and improve the car even after you have bought it." 

Customer facing

Description

• Retailer will perform complimentary Service 2.0 (formerly VSFL) software upgrade on vehicle. These software's are limited to 5 part numbers found in RTJ 27536. They are to be performed on a healthy car which is why they are to be performed after Health check. All problems or complaints on a car must be addressed/repaired prior to performing Service 2.0 complimentary software updates on a customer's vehicle. Health check I software protocol sheet is to be handed to customer once completed by technician. These software's are considered as improvement and/or preventive type software's and are not designed to correct any specific issue.

When

• Every time a customer is in for any type of maintenance, regular scheduled maintenance or inspection.
• Must be done in conjunction with the Health Check, after Health check has been performed and vehicle is deemed healthy.

Supporting documents

• Volvo Service 2.0 Health Check / Software Protocol sheet
• Volvo Service 2.0 Health Check / Software Technician process sheet
• RTJ 27536

Our promise

"We will always perform a health check, with focus on safety features including a battery check, when we service your Volvo".

Offering a health check is a way to show care and consideration for the customer. In conjunction with the car being connected to VIDA we evaluate possible DTC's and check that all safety systems in the customer's car function correctly.

Through computerised diagnostics we check and estimate any necessary actions accordingly. As part of the health check, the status of the battery shall be checked. Many of today's lifestyle must-haves [iPod, mobile phone, navigation etc.) draw power from the battery - by checking the status we offer the customer peace of mind.

Customer facing

Description

• Retailer will perform a health check which is specifically: A battery test using approved Volvo equipment + A full diagnostic readout of the vehicle's systems using VIDA. A vehicle is deemed healthy if the vehicle has no permanent faults present. Special attention to any DTC's in any active of passive safety system control modules, If technician has any questions regarding the readout or is uncertain that a DTC must be acted upon, he or she shall escalate to the retailer's lead technician. Health check / software update protocol sheet is to be handed to customer once completed by technician.

When

• Every time a customer is in for any type of maintenance, regular scheduled maintenance or inspection.
• Must be done as a precursor and in conjunction with the complimentary software download.

Supporting documents

• Volvo Service 2.0 Health Check / Software Protocol sheet
• Volvo Service 2.0 Health Check / Software Technician process sheet

Description

This is the procedure for performing the health check and complimentary Service 2.0 software updates en a customers vehicle.

Before performing the software updates, you must ensure than any issues or complaints on the vehicle have been resolved. This is essential for two main reasons:

• Vehicle must be free of any DTC's or issues which may affect the successful completion of the software updates.
• Performing Service 2.0 Software updates prior to any needed repairs may prevent you from performing software fixes stipulated in certain RTJ's or which are needed for certain repairs and consequently prevent the possibility of filing a warranty claim for these.

Technician process

1. Makes sure that any customer complaints are fully resolved
2. Make sure that vehicle does not have any sort of aftermarket tuning software installed (Check with advisor - He/she should have asked customer]
3. Get Health Check/Software Protocol sheet and complete information section
4. Using Volvo Battery analyzer, test battery and record result on form. When possible, also attach print-out of battery analyzer test.
   NOTE: If a problem with battery is found, resolve prior to continuing.
5. Plug the power supply to vehicle.
   NOTE: The only acceptable power supply is the Midtronics power supply (or equivalent) which supplies a constant and stable voltage to the vehicle. Standard chargers can cause voltage fluctuation (too high or too low) which can interrupt software downloads and cause serious issues.
6. Plug Dice communication tool to the vehicle and then turn on ignition
7. Perform complete readout of all DTC's using VIDA
8. Evaluate all DTC's to determine if any must be acted upon. Pay special attention to safety systems of the vehicle.
   NOTE: Escalate to lead technician if you are unsure.
9. Erase all DTC's and make sure that there are no permanent DTC's stored
10. NOTE: A vehicle is deemed healthy if no permanent DTC's are stored and/or if no DTC's require action.
11. Record result of health check on Health Check/Software Protocol sheet.
12. Take note of customer's personal settings. The attachment from RTJ 27536 can be used.
13. Perform appropriate Service 2,0 complimentary software update according to RTJ 27536 using VIDA
14. Record updated modules on Health Check/Software Protocol sheet using info in VIDA
15. Reset any customer personal settings if necessary and turn off ignition
16. Sign bottom of Health Check/Software Protocol sheet and attach it to the Repair order

END

Our promise

"We will always offer you alternative transport solutions while your Volvo is being serviced."

Many customer consider it only natural that they should have easy access to an alternative transport solution while their car is in for service. Since not all competitors can offer this, we must be clear that this is something that the customer can always expect when choosing a Volvo workshop. Alternative transport solution alternatives can include such options as courtesy car. rental car, taxi coupon or shuttle.

Customer facing

Description

Retailer must provide a minimum of 2 alternate transportation options These options may vary by dealer and by geographic location. They are not required to be free of charge, however a quick survey of options available at surrounding luxury car dealers is recommended when developing your own alternative transportation options.

• All alternate transportation options [minimum 2) must be clearly defined and published in the form of a Alternate Transportation menu. See Alternate transportation menu template for an example.

When

• Alternative transportation options must be offered every time a customer is in for any type of service or repair.

Supporting documents

• Alternate transportation menu template

Our promise

"You will always get a personal contact person who is dedicated to you."

Personal relationship with the customer is a key success factor for satisfied customers. The customers appreciate meeting the same person who takes care of everything every time. It feels more secure, more pleasant and there is less risk of misunderstandings. Overtime, the customer's confidence in their contact increases which strengthens the relationship and makes the customer more loyal. At the same time the work becomes more efficient and profitability increases. The contact person is able to always address the customer by name. Make sure that the customer meets and talks to the same person at all contacts regarding servicing and make also sure to leave your contact details in the after servicing folder/wheel hanger. Make sure that name, contact details and/or photo of contact person is included in newsletters, e-DMs, mailings etc.

Customer facing

Description

Make sure that every customer gets their own dedicated contact person when coming in for service, Customers must be introduced to this person at time of new or used car delivery. This person must be easily reachable by customer during business hours (direct line or direct extension recommended). This person must have business card with proper contact information for customer. Contact information for personnel service contact must be integral part of all communications with customer.

When

• For all customers when coming in for service or repair.
• Must be introduced at time of new car delivery when possible

Supporting documents

• None

Our promise

"We will always wash your car in conjunction with servicing."

That the car is spotlessly clean when it is returned to the customer after servicing, is something that is hugely appreciated by customers. All dealers who have offered this have seen clear results in the customer satisfaction figures. Exterior wash of the customer's car at every servicing is an offer that increases the perceived value of the service visit. It adds a positive element to the workshop experience, since there's a nice and visible difference after the visit.

Customer facing

Description

• At a minimum, retailer will perform a good quality exterior wash of the car including proper cleaning of the wheels. Car must also be dried with a cloth. This is included arid free of charge with any service or repair.

When

• Offered every time a customer is in for any type of service or repair. If a car wash is net possible for whatever reason (e.g. extreme weather conditions), this must be explained clearly to customer. We recommend that customer be given a «rain-check» to return for a complimentary car wash at a later time.

Supporting documents

• None

Our promise

"We will offer you the possibility to add or extend your Volvo On Call road side assistance for 1 full year at a special price."

We have one of the best road side assistance plans on the market which covers unlimited towing to nearest Volvo retailer, up to $1,000 of trip interruption compensation and more. We want to make sure that the customer not only gets the best possible coverage, but also ensure that they always come back to the Volvo retailer for any needed repairs.

Customer facing

Description

A special reduced price on a 1 year Volvo OnCall roadside assistance plan. All eligible customer are to be made aware of the offer when coming in for service or repair. Copies of subscription forms should be readily available. All customer facing staff must be aware of program specifics and coverage which are identical to new car OnCall coverage. Plan duration of 1 year from date of purchase. Special price of $100.00 + applicable taxes.

When

• To be offered to all customers who either have no more Volvo OnCall coverage or are approaching the end of their current Volvo OnCall coverage.

Supporting documents

• Special Volvo OnCall 1 year coverage plan form
• Volvo OnCall information booklet which explains coverage specifics

Our promise

"We will give you a 2 year / unlimited mileage warranty on repairs performed at a Volvo dealership."

There is no better way to stand behind our Volvo Genuine parts & service than to offer a best-in-class 2 year/unlimited mileage warranty for any repairs performed at an authorized Volvo dealer. This North American wide warranty is definitely something the independent repair shop down the street can't match.

Customer facing

Description

Any parts purchased and installed at a Volvo retailer will receive a 2 year / unlimited mileage warranty against defects. This applies only to repairs performed after Jan 1st 2011 and the warranty starts at the time of purchase / installation. Warranty has no mileage limit. Claims are performed in the Volvo warranty system, Warranty can be honored at any Volvo retailer in Canada or the U.S.

When

• Automatic every time a customer purchases a part and has it installed at a Volvo retailer.

Supporting documents

• Volvo Warranty Policy & Process Manual