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Heartland Implements PDI-Related Initiatives

Heartland RV has announced the implementation of several targeted initiatives that bolster overall product quality and customer service operations at its Elkhart, Ind., campus.

In a move designed to improve response time, the manufacturer’s customer service and parts center will be open on Saturdays to address the needs of its dealer body and end-users.

“We recognize the need to be accessible to our customers,” said Chris Hermon, Heartland president. “Our dealers and end users are both very busy on the weekend and with Heartland now being open on Saturday it helps us make that customer experience a faster and more enjoyable one. It’s in line with the 24/7 immediacy consumers are accustomed to through the Internet and websites like Amazon.”

In tandem with Saturday service, Heartland also instituted a “live chat” feature on its website for both sales and service.

“We were also the first manufacturer to answer and return phone calls without customers having to leave messages so we don’t waste their precious time,” said Hermon.

“We feel we have an obligation to stand out and be leaders in the areas of customer service, offering quick turnaround on parts and units so dealers can quickly PDI and sell,” said Jim Fenner, VP of customer service. “These initiatives are continuing to separate us from our competitors.”

Other moves include:

  • New PDI Facility Up and Running: Heartland constructed a dedicated $5 million pre-delivery inspection (PDI) facility that is now open and in full operation. The facility is equipped to handle every Heartland travel trailer and fifth-wheel brand on the market.
  • Vigorous Road Tests: Heartland takes units on road tests on a minimum of 250 miles which are then brought back to Heartlands New PDI center where a senior management team was formed to inspect and learn “what dealers see” when they receive a unit.

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