By Glenn Matthews
Platinum Support is a collaborative effort between Thomas Built Buses and its dealers, focused on improving the customer experience. Platinum Support provides rapid diagnosis, responsive turnaround and quality, consistent communication, robust parts availability and superb customer service – all provided by a highly trained staff.
Through rigorous Platinum Support training, we are learning to eliminate all areas of waste from day-to-day business practices, including faster vehicle assessment, reduction of vehicle down time and the decrease of vehicle lifecycle costs to the customer. For those familiar with the Freightliner Truck Elite Support Program, Platinum Support is specifically designed for Thomas Built Bus Dealers and shares many of the same principles.
“In meeting the criteria to become a certified Platinum Support dealer, customers can rest assured that their servicing dealer is committed to continuous improvement and to providing a service level that greatly exceeds industry standards. As industry leaders we are always in a culture of continuous improvement, as it is considered a cornerstone of our success,” says Paul Start, market growth development manager for Thomas Built Buses. Matthews Buses Florida expects to complete the Platinum Support certification process by April 1, 2017.
Through this process, not only is Matthews Buses Florida committed to continuous improvement, but we are also adopting Platinum Support principles at Rifled Air Conditioning in High Point, N.C. We started by eliminating waste and completely reorganizing the factory and installation facility. With new management in place, great employee enthusiasm, pride, rigorous training and tremendous bus-only air-conditioning experience, we expect the results to be “very cool” for our Florida customers. We redesigned our most popular systems for the state of Florida to include a front and rear in wall bulkhead evaporator. We are using a new compressor bracket for our 2 TM-21 compressors which, when combined with the third in dash chassis factory supplied TM-16 compressor, offers Florida customers the most real compressor BTUs and best overall performance. The completely independent factory dash A/C for the driver offers drivers total control of his/her own separate A/C system. Thus, you have three completely independent systems operating. Our data shows that this system is the “coolest” and most reliable system in Florida. We feel so confident in this system we offer customers a standard five-year warranty. Our ability to manufacture, install and service our own A/C systems is a real game-changer.
The Platinum Support program extends to our fleet of mobile service vehicles and technicians as well. We look forward to receiving certification and installing the Platinum Support Decal on each of our “local everywhere” shops and at our state-of-the-art bus-only shop in Orlando. Our road technicians are held to the same high standards and service everything on the buses no matter what the fuel of choice is whether it be clean diesel, compressed natural gas (Cummins/Allison) or propane. We even service competitive brand buses and their Cummins engines.
Our dealership is a perennial Platinum Level Thomas Built Buses President Club Award winner at the annual Thomas dealer meetings. Our full-time Free To Florida Customers Trainer is certified as a TBB Platinum Level Trainer and is also a certified Master Cummins Engine Trainer.
Finally, Team Matthews is pleased to welcome Bob Dolan as business development manager to our team of “great bus people serving great bus people!”