Scania Emphasizes Customer Service in Baltic Operations

Erti Haava, Scania's Area Service Manager for the Baltic region, states that the company's approach to service extends beyond mere vehicle repairs, focusing instead on safeguarding the continuity of its customers' businesses.

According to Haava, service is an integral part of a larger chain where every link directly impacts the customer. "Service is not a separate department, it's a chain," Haava explained. His experience, spanning over two decades in various roles at Scania, has shaped his perspective on service and underscored the significance of minimizing downtime for transport companies.

Much of Haava's work occurs behind the scenes, ensuring smooth processes are in place before a vehicle even reaches the workshop. This preparation involves coaching staff, auditing procedures, and internal coordination. The objective is to minimize vehicle downtime through efficient and proactive maintenance.

In his role, Haava balances expectations from customers, workshops, and the business itself. He emphasizes the importance of remaining calm and fact-focused when pressure mounts. Customer-centricity, he notes, involves consistently assessing the value each action brings to the customer, thereby fostering long-term trust and loyalty.

New solutions like Scania Service Planning are strengthening customer relationships by providing transparency in service scheduling through the My Scania ecosystem. Haava underscores the value of responsibility in service – owning the outcome, whether positive or negative, builds trust both internally and with clients.