15/09/2021

15 September 2021
15 September 2021, Comments Comments Off on Truma receives the “LUPO” award for outstanding customer service
Truma receives the “LUPO” award for outstanding customer service

The German Caravanning Trade Association (DCHV) has presented Truma with the “LUPO” supplier and partnership award for 2021 in the “Supplier” category “for providing exemplary support to Service Partners during the maintenance and service of products”.

The award was presented to Truma by Matthias Euch, member of the DCHV Committee, and Kai Dhonau, DCHV president. 

As a professional association for specialist caravan dealers with around 320 member companies across Germany, the award gains a great deal of attention throughout the sector.

According to the DCHV, Truma received the award for the following reasons: 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.”

The following was also praised: “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.”

Truma was delighted to receive this award, particularly as comprehensive customer service is a cornerstone of its strategy. Every day, around 1800 Truma Partners and around 500 Service Partners from Germany and beyond ensure that technical problems while travelling are eradicated as swiftly as possible, in a friendly and professional manner, knowing that they are playing a vital role in customers having confidence in the Truma brand.

“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”, says Michael Peikert, Head of European Retail Management at Truma.

Truma develops and manufactures products at its site in Putzbrunn near Munich and has branches in the UK, Italy, Sweden, the USA, China and Australia. Every day, 800 Truma employees around the world offer customers reliable premium products and excellent service. Truma is a top employer and a Top 100
company – one of Germany’s most innovative small and medium-sized enterprises. (www.topjob.de and
www.top100.de).