Truma awarded for outstanding customer service

Leading caravan and motorhome accessories brand Truma is celebrating after being presented with the LUPO supplier and partnership award by the German Caravanning Trade Association (DCHV) at the recent Caravan Salon show in Düsseldorf, Germany. Truma won the award in the supplier category and recognised the exemplary support offered by the company to service partners during the service and maintenance and service of products.

Kai Dhonau, president of DCHV, who presented the award to Truma, said: “Specialist caravans dealers are facing great challenges due to the increased demand for workshops. On top of this, a shortage of specialists and workshop workstations, which cannot be simply extended at the drop off a hat, are standing in the way of capacity being increased in workshops of specialist caravan dealers. The continuous further training of service staff in order to further optimise workshop processes, as well as suppliers providing support make an important contribution towards taking the pressure off workshops.

 “Thanks to the continually increasing self-service range, Truma provides online support to customers to help them solve minor issues and problems themselves, if necessary. In doing so, Truma is taking exemplary steps towards relieving the workload of the service team, who are involved in processing straightforward, frequent yet on the whole time-consuming requests. Truma Assist is another exemplary development, which Truma uses to provide online productive support to service staff in the workshops in the case of analysing faults, offering valuable tips for swiftly eliminating malfunctions. Equipped with service hotlines, a qualified Truma field service and the option of being able to submit warranty claims digitally in a simple manner, Truma is making significant contributions towards supporting specialist dealers.” 

The Truma team was obviously delighted to receive the award, especially considering that customer service is one of the cornerstones of its recent business strategy. Michael Peikert, head of European retail management at Truma, added: “The award confirms that we are heading in the right direction by providing campers with such a sophisticated and comprehensive service infrastructure. This also forms part of the Open Innovation, which we will be drawing on in future. Along with our community, we want to make travelling safer, with increased comfort and digital channels. This goes hand in hand with offering excellent customer service. The basis for this is the deep level of trust our customers have in us.”