Scania has organised its distributor and dealership business in order to be close to the customers. It is in these contacts that customer value is created, improved − or even destroyed. Within this organisation, since 2006 Scania has been gradually introducing a new way of working: the Scania Retail System (SRS). All employees participate in the task of continuous improvement in working methods and in eliminating waste, with the aim of boosting customer satisfaction.

Dealer standard ensures satisfied customers

To ensure that customers everywhere receive the same high degree of service, Scania certifies the quality of its service network through the Scania Dealer Operating Standard (DOS). It is based on a number of customer pledges that must be met in order for a service facility to be certified by Scania:

1. We promise that we are easy to find, easy to access and give a good overall impression.
2. We promise you a friendly and professional atmosphere.
3. We promise to be a dependable and easily accessible business partner identifying and caring for all our customers’ needs.
4. We promise to keep the agreed-upon delivery time.
5. We promise a comprehensive product handover.
6. We promise to carry out or arrange any repair or maintenance work on your Scania product.
7. We promise you quality work carried out by qualified personnel.
8. We promise to earn your trust by carrying out correct and cost efficient repairs.
9. We promise to respect your time by being available for you.
10. We promise to maximise your uptime.
11. We promise to deliver parts to you so that you can take full advantage of your vehicle.
12. We promise to provide emergency assistance 24 hours a day, 365 days a year.
13. We promise to take your complaints seriously.
14. We promise to reduce the environmental impact of our activities.