Service development in the Ford Trucks garage chain

Since signing the import agreement we have known that the sale of trucks in Poland is only possible with the construction of an effective, i.e. professional and properly located chain of authorised service centres. We started with 7 garages and now have 13. We are in the process of negotiating with further service centres, which are located in the area of the greatest sales potential and along the main international routes. When selecting a location, the profile of the garage, its equipment facilities and its experience in repairing heavy duty vehicles are important to us. Each of our authorised garages is equipped with diagnostic and specialist Ford Trucks repair equipment and staff undergo a range of technical training, both in the diagnostic equipment and in the proper use of Ford systems and vehicle specifications. We have a dedicated team of staff oriented towards garage support.

For the truck market, efficient and fast service is crucial, both locally and on international routes. Since the launch of our business, we have been committed to offering our customers a professional, Polish-language 24/7 Assistance service throughout Europe. Since 1 January this year, the producer has changed operator. The current one shows much greater commitment, which automatically translates into greater customer satisfaction. Thanks to this change, the time between reporting a breakdown and activating assistance has been significantly reduced.

We sell F-MAX tractor units with a full three-year warranty with a limit of one million kilometres. Our main task is to ensure drivers' safety on the road and access to the widest possible service chain. In Poland, we guarantee efficient repairs and high availability of parts. Since 2018, the central Ford Trucks warehouse serving the whole of Europe has been operating in Grodzisk Mazowiecki, so we have virtually instant and unlimited access to parts in Poland. In addition, in November 2022, another central warehouse was opened in Germany, near Stuttgart, which serves Spain, Portugal, France, Germany, Italy and the Benelux countries.

The work of a driver is very demanding and responsible. On international routes, the tractor unit is practically their home. We know from the market that the majority of drivers are satisfied with their vehicle, and this is confirmed by customers who have already purchased one vehicle and are returning to buy another. Based on feedback from the market, such as reported warranty repairs or minor defects, Ford Trucks makes major product changes twice a year to further improve vehicle performance and driver comfort.

A new version of the Ecotorq - Gen 1.5 engine is being introduced in all vehicles produced from January 2023. It uses, among other things, a lower viscosity engine oil and a new control cassette which is expected to reduce fuel consumption by a total of 5.5%. Also on offer is electro-hydraulic power steering giving 3 modes of operation. In the second quarter, we are introducing balloon tyres on the front axle, which some customers have been asking for. All this to further improve the quality of the vehicles we offer, while increasing comfort and reducing operating costs.

Together with Ford Trucks, we are introducing a customer satisfaction survey in sales and service in the third quarter of this year. We want to receive ongoing feedback on service, and immediately improve it in line with customer expectations. Their satisfaction is a prerequisite for a rapid increase in the market share of the vehicles we offer.

In 2024, Ford Trucks is expected to have a wide range of electric vehicles in its portfolio - tractor units and 2- and 3-axle chassis. We have a process ahead of us to prepare an efficient service chain with staff qualified to service these types of vehicles.