25 February 2021
After a total renovation, BAS Tilburg launched the innovative BAS Personal Service Concept at the beginning of this year. This new concept focuses on direct contact with the technician in charge, short lead times, seeing what is happening and getting back on the road again quickly. According to After Sales director Bas Jansen, these factors determine how drivers and transporters experience the service of BAS Truck Center. BAS Tilburg is a testing ground for the ultimate customer journey that ultimately all BAS After Sales branches will offer. Bas is happy to take you on that journey. "You can park in front of the door!" he immediately adds.
Sounds logical, but it isn't. BAS Tilburg customers are used to park on the side of the building, where the entrance was. Bas: “You can now park your truck directly in front of the new main entrance, right in front of the staircase. That takes some getting used to for some customers, so I'll say it just in case.”
WELCOME TO THE WORLD OF BAS
“From the parking lot you walk up the stairs and you immediately enter the world of BAS. At the reception you can see activity everywhere. Your details will be entered into the system and the service process will start immediately. Within ten minutes, a technician will talk to you, your vehicle will be collected, and the workshop will get to work. You can follow the dynamic spectacle through the windows. With a fresh cup of coffee.”
Convenience, transparency, personal contact and consultation. Keywords in the BAS Personal Service Concept, in which the modern age of digitization and connectivity merges with the timeless motto that made BAS great: the customer is king. “We are returning from indirect contact with the service coordinator to direct interaction with our technicians, while taking the assistive technology to the highest level,” explains Bas. “As a customer you look into our world and work processes, which are specifically designed to get you back on the road quickly and with a good feeling.”
BAS TILBURG AS A TESTING GROUND FOR A BOOMING SERVICE CONCEPT
BAS Tilburg has the scoop of the innovative customer concept. The location has been part of the BAS service network since 2002 and was in need of a makeover in order to increase efficiency for both the customer and employees. “We decided to take a thorough approach and make the location future-proof in one go,” says Bas. “This makes Tilburg a great testing ground for our new service concept. We’ll include everything we learn from our customers and technicians in our plans for the redesign of our other After Sales offices.”
The renovation of BAS Tilburg started in the summer of 2020 and was completed in December. Customers are enthusiastic. "The atmosphere is open and light, you can see what is happening and what is going on.” Much attention was paid to the routing during the redesign. Mechanics get to the customer faster, but also at the warehouse, for example. Doors, entrance gates and walkways are more spacious, workplaces are better connected. Bas:
“That benefits the throughput, interaction and cooperation, not only for the customer, but also for our technicians among themselves. Our employees now have a unique, future-proof working environment - a technical environment to be proud of.”
"AS A MECHANIC YOU GO THE EXTRA MILE IN AN ENVIRONMENT WHERE YOU FEEL AT HOME"
“That also contributes to our personal, efficient service with which we help customers to get back on the road again as quickly as possible. As a mechanic you go the extra mile in an environment where you feel at home. As a customer you’ll notice this by the direct contact with the mechanic and the atmosphere in the workshop where you see all the magic happening. But also the speed with which you get your key back at the same reception where the customer journey started, so that you can continue on your way after the necessary work has been carried out in a perfect manner.”
The customer stands on a pedestal in the BAS Personal Service Concept with which BAS Truck Center sets the tone of the future. But in addition to the smart layout and modern outfit of BAS Tilburg, BAS also spared no effort for the thirty people on the work floor, including twenty technicians. Bas Jansen, who sees the successful transformation as a milestone in the five years that he has been active as Director After-Sales at BAS Truck Center, says: “A good customer experience is the sum of the performance of our planners, technical support staff and technicians. The better the work environment matches their wishes and routines, the greater the job satisfaction and involvement. Moreover, we can still use talented technicians, and the great job site we’ll be able to offer after the renovation will be an additional argument for choosing for a career at BAS.”
