Contact Center Solutions Featured Article

Rush Enterprises Grow Dealership and Contact Center Network

December 15, 2014

One of the reasons the contact center solutions business has been and will continue to be robust is rather obvious, i.e., as companies grow they need to grow their ability to provide great customer experiences both physically and virtually. An example of this comes from Texas-based Rush Truck Centers (RTC), the dealership arm of $3.4 billion conglomerate Rush Enterprises. It has announced that not only is it expanding its footprint in Florida and Texas, but at the same time it will be adding to its contact center network. 

While much attention for customer solutions tends to focus in the large enterprise space on financial services, major retailer and big franchises what sometimes gets over-looked is that other verticals have some very large players who are very customer-engagement focused to say the least.  RTC for example has recently finalized its purchase of certain assets of North Florida Truck Parts, located in Lake City, FL. Additionally, RTC – which sold 26,336 heavy- and medium-duty trucks in 2013 – opened new locations in Orlando, FL, and Cotulla, TX, while also expanding its Orlando South facility. As W. M. “Rusty” Rush, chairman, CEO, and president of Rush Enterprises, noted in a statement those efforts beef up RTC’s network to encompass 110 locations in 20 states, which includes 1,897 service bays, some 2,199 technicians, 28 collision centers and a fleet of over 300 mobile service trucks. He added that Rush’s parts and accessories inventories now exceed $190 million.

As can be seen, this geographically dispersed company services a huge customer based. In addition, Rush Enterprises opened its 11th RushCare Rapid Parts Call Center recently which is designed to support expedited parts requests by regional customers in 10 states: Arizona; Southern California; New Mexico; North, South and Central Texas; Oklahoma; Utah; Georgia; North Carolina; Virginia; and Ohio.  And, the physical expansion is be accompanied by plans to open 10 additional contact centers through mid-2015.

“Our customers deserve quick, convenient access to the parts they need, to keep their trucks up and running,” noted Michael McRoberts, senior vice VP- dealership operations for Rush Enterprises, in a statement. “Our call centers not only quickly fill orders, but will also research and find the parts needed, without extended hold time for the customer.”

In fact, Rush Enterprises reflecting the growth in omnichannel needs also upgraded its smartphone mobile app and “re-launched” websites for key subsidiaries this past week as well.

Those “re-launches” include its Rush Crane Systems, Rush Refuse Systems, and Rush Towing Systems subsidiaries, to help provide better information to customers in those markets, noted David Orf, Rush’s senior VP-sales and marketing.

In terms of the company’s mobile app, its upgrade now allows users to search for dealerships by state, ZIP code, or truck brand. The free app, available for both Apple and Android devices, also features a variety of videos and sales specials that are updated frequently, said Karen Konecny, Rush’s VP- marketing and communications.

“More and more of our customers are using their mobile devices to find and contact us when they are on the road,” she added in a statement.  “With this app, they can not only access a map to the nearest Rush Truck Center, they can quickly add any of our locations to their contact lists for added convenience.”

Interestingly, while one might think that the trucking business and its associated support capabilities would be a technology back-water the opposite in many ways is true. From enhancing fleet management on everything from logistics to truck maintenance to providing customers more timely and accurate information about their shipments, all aspects of the trucking industry are being transformed and contact centers are playing a vital role in keeping them to rolling and customers satisfied. 

Edited by Maurice Nagle