Babcock wins DAF Service Dealer Award
Now entering its 10th year as southern Africa’s sole importer and distributor of DAF Trucks, Babcock’s Transport Solutions business continues to grow from strength to strength. Most recently, the business was presented the Sales Operations Best Service Dealer of the Year award at the annual DAF International Sales and Marketing Conference held in Eindhoven, Netherlands in February this year. DAF Sales Operations comprises 48 countries, including Africa and the Middle East, South America, Asia, and certain countries in Europe.
The accolade, accepted on behalf of Babcock by Wilna Steyn, Chief Financial Officer, recognised Babcock’s primary focus of assisting customers to manage their assets and keep their DAF Trucks on the road, highlighting Babcock’s continued commitment to aftermarket support and forging long-term business relationships.
The service dealer award comes just two years after Babcock was named the DAF Best Sales Dealer Sales Operations for 2017, marking a record year during which Babcock doubled the sales of DAF Trucks in southern Africa.
As part of the company’s long-term service commitment to its customers, Babcock supports all DAF Trucks sales with fast turn-around times, an extensive network of parts and service centres across the country, as well as dedicated around-the-clock customer support.
Operations Director of Babcock’s Transport Solutions business, David Black, says that through Babcock, all DAF Trucks customers have access to ‘best in the industry’ services when they are required, supported by the highest standards in delivery, and relationships that continue long after sales are made. He elaborates how Babcock’s efficient service and focus on assisting customers to achieve maximum returns helped Babcock bag the Service Dealer 2019 award.
Black explains that judging for the award takes into consideration three main criteria: warranty figures, based on reporting and turn-around times of breakdowns under warranty; dealer net development, determined by dealership network growth over the year; and ITS (International Truck Service), or availability of dedicated on-hand customer support.
From left to right:
Richard McAllister (Product Support - Babcock) Michiel Nel (General Manager – Supply Chain - Babcock) Michel van Herpen ( Service Manager – Sales operations DAF Trucks NV) Mark Gavin (Sales Director - Babcock) Wilna Steyn (CFO – Babcock), Maikel Neijenhuis (Regional Manager – Sales Operations DAF Trucks NV) Jan van Keulen (Managing Director – Sales Operations DAF Trucks NV)
All DAF Trucks sold by Babcock come with a three-year DAF warranty, with the option of extended warranty periods for specific product lines. “Getting trucks back on the road as quickly as possible is Babcock’s main priority, so we deal with the administrative paperwork for our customers during breakdowns, while DAF in the Netherlands upholds the warranty,” says Black. He explains that the international warranties are processed by Babcock on its customers’ behalf, ensuring the shortest possible response and turn-around time. “This allows our DAF Trucks customers to concentrate on their core business as we take the maintenance planning and administration off their hands,” says Black.
Babcock’s network of aftersales service points was significantly increased last year to support the increasing number of DAF Trucks on southern Africa’s roads. “Babcock’s aftersales services are available to all DAF Trucks customers and in 2019, we appointed new service centres in Harrismith, East London, Port Elizabeth, George and Kuruman,” says Black.
These support networks complement Babcock’s existing DAF dealers, strategically located on all the country’s major long-haul routes.
Black adds that all service technicians for DAF Trucks receive training from Babcock and are required to be pre-qualified to ensure dedicated, quality support to DAF Trucks customers.
Product support representatives fill any gaps by assisting customers in the technical management of their assets. Once again, Babcock removes administrative paperwork by facilitating communication and payment between suppliers and customers.
This is augmented by Babcock’s national 24/7 roadside assistance and swift parts backup, supporting breakdowns or any other unexpected situations with on-call assistance. Dedicated call centre support is available around the clock with operators fluent in all of South Africa’s official languages.
Black comments that although customer relations begin with sales, Babcock offers product support far beyond the sales lot. “Our customers don’t just buy DAF Trucks, they buy into a relationship with Babcock that guarantees access to support for the entire service life of their DAF Trucks.” He adds that this is further supported through tailor-made aftersales service contracts, technological training, an extensive range of competitive financing options from Babcock Finance, and some of the best servicing facilities in southern Africa.