C U S T O M E R S E R V I C EY O U R V E H I C L E I N G O O D H A N D S

Anyone whose job involves travelling on the road knows how vital it is to be able to count on someone who will take care of their vehicle, with dedication, speed and absolute professionalism.

With Iveco, these qualities are always present and are aligned to dedicated sys-tems capable of guaranteeing first class assistance for your vehicle at all times.

Iveco offers a comprehensive service package underpinned by a dedicated support network comprising more than 2,000 Dealers and Service workshops throughout Europe, each with highly trained and skilled technicians providing total support and assistance for you in every situation.

By placing your trust in Iveco, you have the guarantee of Origin 100% Iveco parts, ensuring the performance of your vehicle is optimised at all times. Iveco provides everything that’s needed to maximise vehicle uptime, safely and securely.

Iveco Customer Service – your vehicle in good hands

A WORLD OF CUSTOMER SERVICE

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SERVICE TO OUR CUSTOMERS

Specialist customer service support for Iveco operators is readily available at strategic locations throughout the UK. Every Iveco Dealer is dedicated to supporting your Iveco vehicle throughout its life with the professionalism of expert technicians and a class-leading culture of Customer Service.

A European networkIveco is first and foremost a full range truck manufacturer, a position that requires the provision of consistently high levels of service from Daily to Stralis for all customers. Within Customer Service, Iveco recognises and reacts to the ever-changing requirements of customers to ensure that they are not only met, but exceeded.

To maintain this level of commitment, the Iveco Dealer network fully endorses and subscribes to the APLUS initiative, a bespoke set of service level standards which focus on the key areas of:

• Responseandreactiontimes• Servicequalitylevels• Qualitativestandardsand compliance measurement

These service standards are applied and monitored by Iveco on a regular basis and cover the key performance areas of:

• AssistanceNon-Stop• VOR(VehicleOffRoad)monitoring• MOTpassrate• Dealertraining• Partssupport

This ongoing and detailed monitoring of performance is designed to further improve the level of service offered collectively by the Iveco Dealer network.

The core principles of adding value and viewing everything we do through the eyes of our customers are central to Iveco being perceived as the best truck support network in the UK market.

ORIGIN 100% IVECO

Only the Iveco Dealer network is able to maintain your vehicle for optimum performance at all times. For this reason, Origin 100% Iveco has been marketed to reinforce our commitment to you, our customer.

Origin 100% Iveco has been designed specifically to:

• Guaranteeafirstclasslevelof Customer Service that always meets the needs of our customers• ManufactureIvecooriginalparts through a continual programme of research and development, selecting only the best products from leading suppliers

The results are products and services of outstanding quality, with customer care support packages to match. Iveco Customer Service caters for your needs with skill and dedication, to help maintain your investment in perfect condition over time – something that only the original manufacturer can offer.

Suppliers - we work only with suppliers that conform to the highest quality standards.

Quality Checks - we carry our regular and stringent quality checks on all our products.

Materials - we select only those materials that meet strict quality standards and provide the best performance.

Original Parts - your assurance of product quality, safety, reliability and performance.

Dealer Network - Strategic coverage ensuring your needs and expectations are met first time, every time.

Origin 100% Iveco – the instinct of excellence

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IVECO PARTS

Parts availability is not only an Iveco logistics function and key performance indicator measurement. Real parts availability is measured by our customers as availability of the part at Dealer level.

Choosing original Iveco parts means putting your trust in the quality of the manufacturer and the professionalism of the Iveco Dealer network, ensuring your vehicle is always working to its optimum performance.

Origin 100% Iveco partsOnly your Iveco Dealer carries an extensive range of Origin 100% Iveco parts at competitive prices, allowing you to buy with confidence and peace of mind.

100% selection - the excellence of the parts supply process begins with the raw materials used to assemble every Iveco product, selected in accordance with the highest quality standards.

100% reliability - we only select parts suppliers who ensure the highest quality levels and certified production processes.

100% quality - the progressive introduction of radio frequency identification tags to Origin 100% Iveco parts is our guarantee that the part is original.

100% safety - certified and guaranteed, Origin 100% Iveco parts ensure long term performance and help preserve the value of your vehicle.

100% control - all Iveco products and services pass strict quality control testing at each stage of the manufacturing process.

100% customer satisfaction - a quality process that targets a single goal: satisfying Iveco customers 100%.

Origin 100% Iveco parts - your assuranceofquality.Visitusatwww.origin.iveco.com

Parts Price ChallengeIf you take up the Iveco Parts Price Challenge, we will match the price of anygenuinelike-for-likeparts(subjecttotermsandconditions)notonlytoday but tomorrow, next week and next month – guaranteed! Contact your local Iveco Dealer and take the Iveco Parts Price Challenge today.

Fleetrite All Makes PartsFleetrite is the Iveco brand covering parts for all makes of trucks, trailers and vans. It offers a comprehensive range of products from Europe’s leading manufacturers, available at highly competitive prices from your Iveco Dealer – the one stop shop for your parts requirements.

All Iveco Dealers have access to the latest technology in parts ordering systems and procedures. There will be occasions when a part is not available at either the Dealership and/or the Iveco UK Parts Distribution Centre in Winsford, Cheshire and Iveco has developed customer-focused systems and procedures to cover such instances.

Iveco UK Parts Distribution Centre - normal Dealer ordering times MondaytoFriday:08.30–18.00hrsSaturday:08.00–11.00hrs

There are three standard parts order types a Dealer can place with Winsford:• Stock(weeklydelivery)• Express(for48hourdelivery)• VOR(overnightdelivery)

Ordering parts for a genuine VOR – 08.30 to 18.00 hrsMainDealerscanplaceVORordersusing the online Iveco parts order systemwithWinsfordfrom08.30to18.00hrsMondaytoFridayand08.00to 11.00 hrs Saturday. Parts available from Winsford will be despatched the same evening for delivery with the Dealerby08.00hrsthefollowingday.Orders placed on a Saturday will be deliveredby08.00hrsthefollowingMonday.

Latecall – for late emergency VOR orders 18.00 to 21.00 hrsThe Latecall service is available MondaytoFridayfrom18.00to21.00hrsforemergencyVORorders.Orders are placed by telephone to the Winsford warehouse and all availablepartsaredeliveredby08.00

hrs the next working day. As these orders are for emergency items, the amount of lines that can be ordered via Latecall has to be limited.

Niteline – available from 21.00 to 08.30 hrsDealerscanusetheNitelineservicefor parts technical information ortoplacegenuineVORpartsorders for immobilised vehicles. Parts can be despatched by courier on a chargeable basis at any time andNitelinealsoextendstoBankHolidaysandweekendsona24hourbasis.

OneCallThe OneCall support service is for genuinely immobilised vehicles where the parts required are not immediately available at either the Dealer or the Iveco Parts Distribution Centre in Winsford. Dealers must raise a OneCall reference in order to raise the priority of the part(s)required.TheIvecoOrderManagementteamconstantlymonitorevery OneCall reference with the aim of obtaining parts from alternative sources of supply as quickly as possible, such as other Dealers stock or from other Iveco parts warehouses throughout Europe.

WindeliveryOn the rare occasions where OneCall cannot locate a part within the European network, Windelivery is the next course of action. This service allowsIvecoOrderManagementtosearchforthenon-availablepart(s)in all Iveco production plants and with our suppliers. When available, thepart(s)willbetransportedbyairdirectly to the Dealer.

PARTS SUPPORT SERVICES

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Iveco Order Management - summary• 08.30to18.00hrsIvecoParts online• 18.00to21.00hrsLatecall• 21.00to08.30hrsNiteline

Parts deliveries – summary• Forpartsorderedbefore21.00hrs, overnightdeliveryby08.00hrsthe following day• Couriersonachargeablebasisare availableona24/7basis• AssistanceNon-Stopcouriersto roadsideareavailableFREEona 24/7basis

• CourierstoallauthorisedIveco locations for immobilised Stralis vehiclesareavailableFREEona 24/7basis

ELEMENTS

In a continual effort to offer our customers the best possible service, Iveco has created Elements, an extensive range of tailored planned maintenance contracts designed to maximise vehicle uptime. How? By providing customers with total flexibility in tailoring a contract to suit their particular operation.

Total flexibility from additional coverageYou can choose one element only, or build a combination of elements and options to provide a tailor made solution to suit your individual needs. All packages are provided by Iveco through its Dealer network with the use of Origin 100% Iveco parts at all times.

1. LegalIncludes:• Regularsafetyinspectionsinline with ‘O’ licence requirements• Tachographre-calibrationsrequired by law• Speedlimiterchecks• Electronicdocumentfiling• Defectreporting• MOTincludingpreparationof vehicle prior to submission for test. Payment of the test fee for the vehicle only, collection and delivery to and from the test station• Advisorsubscription(online vehiclerecords)

2. ServiceIncludes:• Routineservicingofthevehiclein accordance with the service schedules issued by Iveco. These include greasing, changing oils

and fluids as well as the supply of recommended materials and use of Origin100%Ivecoparts(eg. grease,oil,filtersand/or cartridges)• Distance-basedandtime-based servicing dependent on model type and operational parameters• Defectreporting• Documentfiling• Advisorsubscription(online vehiclerecords)

3. FrictionIncludes:• Routineservicingofthevehiclein accordance with the service schedules issued by Iveco. These include greasing, changing oils and fluids as well as the supply of recommended materials and use of Origin100%Ivecoparts(eg. grease,oil,filtersand/or cartridges)• Safetyinspectionsinlinewith‘O’ licence requirements. For vehicles not subject to an ‘O’ licence inspection routine, a special inspection will be included at a minimumof13weeklyintervals• Therepairand/orreplacement activities related to clutch discs, brakedisc/drums,pads,shoesand sensors, provided that such activities are required and due only to normal wear and tear• Distance-basedandtime-based servicing dependent on model type and operational parameters• Defectreporting• Documentfiling• Advisorsubscription(online vehiclerecords)

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Legal Service Friction MotionSafetyinspection(PMI)* S O S SMOT S O O STachographre-calibration* S O O SSpeed limiter check S O O SUKANScover** N/A N/A O SEuropeanbreakdowncover** N/A N/A O OCollection and delivery O O O OVORguarantee N/A N/A O O5thwheel N/A N/A N/A OOiltopupsatPMI’s N/A N/A O OBulbs N/A N/A N/A STyres O O O OTail lift O O O ORearshutters O O O OBody O O O OAdvisor subscription S S S S FleetManagement O O O O

O Optional S Standard N/A = NotApplicable *Appliestovehiclesover3.5t.**ThisdoesnotaffecttheANScoverincludedinthestandardmanufacturerwarranty.

4. MotionIncludes:• Regularsafetyinspectionsinline with ‘O’ licence requirements• Tachographre-calibrationsrequired by law• Speedlimiterchecks• Electronicdocumentfiling• Defectreporting• MOTincludingpreparationof the vehicle prior to submission for the test. Payment of the test fee for vehicle only, collection and delivery to and from the test station• Routineservicingofthevehiclein accordance with the service schedules issued by Iveco• Bulbsandadjustmentsattimeof inspection and servicing only• Allfairwearandtearrepairsduring the agreement period• AssistanceNon-Stop24hour emergency roadside services• Advisorsubscription(onlinevehicle records)

5. Fleet Management*Includes:• Scheduledeventanddistance management• Provideannualserviceplanners• Advisecustomersandservice points of all forthcoming events suchasPMI,MOT,etc• Maintenancecontrollersprogress chase scheduled events daily• Monthlyscheduledeventreport available• Pro-activemanagementoftrends• ProvidedataonDealer performance• Ensurecontinuityofservice relevanttovehiclemovements/ relocation• Vehicleexcessdistancemanagement

* dependentoncontracttypeandsubject

to consultation

In keeping with the flexibility of Elements, further options are available.

ADVISOR – Automated Distributor Vehicle Inspection Service Online Records

Advisor is a system which provides vehicle operators with immediate visibility to their vehicle maintenance records online.

Customer benefitsIf you are involved in the inspection, service, maintenance or repair of your vehicles, just imagine the efficiency improvements and the benefits from improved process control and compliance procedures you could enjoy from a fully automated system, allowing you to transmit data securely with your Iveco service provider.

Key features• Highlysophisticated,yetsimpleto use24/7web-basedcommunication• Nomoremissingandillegible documentation• Reduced‘O’licence,servicingand repair administration• Automatedrealtime communication

• Manageperformanceandtrackall key service dates, whilst monitoring and recording who was responsible• Automaterepairapprovalauthority and invoicing• Reducedcarbonfootprintusing paperless processes• Be100%confidentthatyouhave fullvisibilityofyourVOSA compliance• Theoperatorcanseeonline: o PMIandservicesheets o AllMOTinformation including technician details o Scheduling information year planner by individual vehicle and fleet o The facility to track the progress of a vehicle through the workshop o Viewvehiclehistorydetails for up to ten years

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In order to maximise customer satisfaction at all times, it is important that the Iveco Dealer network operates to the highest level of operational standards. The APLUS Dealer Standards have been implemented by Iveco Customer Service to fulfil this requirement.

Opening hours24houropeningisdesirable,however each Dealers Parts and Service operations must be open a minimum of 95 hours per week forDistributors,and75hoursperweekforAuthorisedRepairers.Theminimumcorehoursare08.00to20.00hrsMondaytoFriday,and08.00to13.00hrsonSaturdays.Thesearethe minimum requirements and many Dealer locations are open for much longer periods.

Diagnostic toolsAll Dealer locations must have the Iveco mobile diagnostic computers (E.A.SY.)operationaltothelatestlevel. One of these machines must be available on the Assistance Non-Stop24hourroadsideassistancevehicle.

Test trailerA tri-axle test trailer with moveable weights to the current legal maximum must be available for test purposes at all Distributor locations.

Service vanA minimum of one Service van is required at every Dealer location. This vehicle should be in addition to the AssistanceNon-Stopvehicleandistoprovide second line support.

Roller brake tester All Dealer locations must have brake roller test equipment installed, with digital capability being a mandatory requirement on new installations.

AdvisorAll Dealer locations must have, and fully utilise the Iveco Advisor system to enable web-based reporting and recording of PDI, safety inspections, MOT,vehiclesafetyrecallsandanyother developments made available by Iveco as part of the paperless workshop concept.

APLUS DEALER STANDARDS

ASSISTANCE NON-STOP

Iveco offers a 24 hour, 7 days a week roadside assistance programme called Assistance Non-Stop. To support this key service, Iveco has invested heavily in the Customer Centre, a purpose-built communications centre for customers in the unexpected event of a vehicle breakdown.

Assistance whenever you need itThe Customer Centre co-ordinates all roadside assistance activities from first contact to roadside repair, or where necessary recovery to a franchised Iveco Dealer. By calling the freephone number 0800 590509 within the UK, or 00800 48326000 within Europe, you can request urgent assistance for your vehicle. Adedicatedteamof80operatorsat the Customer Centre guarantee an immediate response and rapid solution to any problem by activating the Iveco Service centre closest to the breakdown point and most suitable for the vehicle.

During the assistance process (whetheritisasmallrepairattheroadside or towing and subsequent workshoprepair),theCustomerCentre checks on progress, keeps you informed and guarantees that the vehicle is back in service as quickly as possible.

Back on the road – quickly, efficiently, safelyWe recognise that time is money and your vehicle needs to be back on the road quickly, efficiently and safely. All roadside assistance dossiers are therefore monitored and measured to ensure that the service provided meets or exceeds our standards for customer satisfaction:• AllIvecoDealerlocationsare required to achieve a maximum average time of 52 minutes as their time of arrival target over all assistance dossiers.• Thetotaltimeofrepairmustbe below an average of 120 minutes over a minimum of 90% of all dossiers.This measurement continues where it is necessary to recover a vehicle to the Dealership workshop.• Theactualtimeofarrivalversus the estimated time of arrival is also measured to ensure that customer promises are maintained.• EachDealerlocationmustgive absolute priority to attend all AssistanceNon-Stoprequests.

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VOR

The priority for all Iveco Dealers is to return any Iveco vehicle back into service in the shortest possible timeframe.

If you need to make an unscheduled visit to your Dealer, your vehicle will be examined to assess the nature of the work required within 15 minutes.

VOR MonitorAny vehicle which is in the Dealers workshopformorethan4hourswillbeenteredontheIvecoVORMonitor,andtheMonitorupdatedbefore 10.00 hrs daily. The accuracy of the monitor is a priority to identify the nature of the work or delay, be it technical support, customer authorisation or awaiting parts, and all vehicles on the system are audited by Iveco Customer Service. In addition, any vehicle which has been the subject of a roadside breakdown will beenteredontheVORMonitorassoon as it arrives in the workshop.

A Dealer can record every vehicle entering his workshop onto the Monitorandusethesystemasamanagement tool; however Iveco will only measure Iveco vehicles which havebeenonsiteformorethan4hours. If a vehicle is completed within 4hoursfromthetimeofarrivaltocompletion, it will not be measured.

The effectiveness of the VOR Monitor is designed to provide added peace of mind for our customers and the knowledge that any downtime is kept to an absolute minimum.

MOT PASS RATE

The MOT pass rate is a critical compliance measurement for all vehicle operators today. Whilst the ultimate objective must be a pass rate of 100%, the base requirements detailed below are measured by Iveco for all Dealer locations.

• MOTinspectionsmustbecarried out using the Advisor system, with data transferred to Iveco electronically in real time.• Theminimumobjectiveforthe firsttimepassrateis94%,this being subject to review on a regular basis.• AllindividualDealertechnicians are monitored on first time pass using Advisor, which means that Iveco can continuously monitor everyMOTandtrainitstechnicians tothehighestVOSAstandards.

• Novehicleshouldbepresented by a Dealer unless the inspection and work has been carried out in his own workshop and prior to its appointment, be fully satisfied the vehicle will meet the requirements of the test.• AllIvecoDealerworkshopsmust present vehicles prepared by them ataMOTfacilityundertheVOSA Preparer ID programme.

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The quality and quantity of training undertaken by each Dealer location, from both a technical and commercial perspective is a fundamental pre-requisite in the generation of customer satisfaction.

• Atthecommencementofeach year, all Dealer locations must submit a training plan for their Customer Service operations. All training plans are assessed for their depth and breadth of coverage and concurred by Iveco Customer Service. The training plan must include the minimum technical training requirement for each Dealership technician• Eachservicetechnicianmust complete 5 days training per year which is a combination of web- based and classroom training

• ACompetenceMonitoris reviewed regularly to determine that the appropriate training levels are undertaken• AllDealerlocationsmustattend theIvecoCPC(Certificateof ProfessionalCompetence)training schedule and hold the appropriate certificate• Alllocationsareassessedona quarterly basis against their training plan.• Alllocationsmustprovideanarea within the Dealership for web based training, fitted with a PC, internet connection, printer and display material

DEALER TRAINING

BULLDER

Bullder is the Iveco brand name covering parts, servicing and repairs for trailers and drawbar units. Based on our experience as an established manufacturer in road transport, we have selected the leading suppliers in the trailer industry to market their products under the Bullder brand. An entirely new concept, designed with our customers in mind and available from the Iveco Dealer network.

Save time with BullderWith Bullder, you can now find a range of parts for your trailer or drawbar unit at your Iveco Dealer in a ‘one stop shop’ concept. Servicing and maintenance work can be completed on both tractor unit and trailer in one visit, thus saving you time and maximising vehicle uptime.

Put your trust in Bullder: parts for trailers and drawbar units with the quality of Origin 100% Iveco parts.

In addition, the distribution and logistics channels within the Iveco network guarantees prompt delivery and maximum parts availability levels

Carefully selected products Bullder parts are marketed with extreme care in line with the Iveco tradition. The developing product range available includes:

• Airspringsandbellows• Brakediscsanddrums• Brakepadsandwearsensors• Electricalcomponents• Pneumaticcomponents• Shockabsorbers• Trailerlighting

In selecting leading manufacturers in the industry as our supplier partners, we are able to guarantee products with the highest quality and performance characteristics.

Industry leading guaranteeThe Bullder parts warranty benefits from the same terms and conditions as standard Iveco parts, assuring you of the same quality standards for the trailer as the tractor unit.

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ACCESSORIES

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Iveco Shop is the exclusive range of accessories developed to make your Iveco vehicle unique, based on your personal requirements. All Iveco Shop products are designed to offer the highest quality combined with the latest design, safety and technological innovations.

Personalisation through innovationThe vast range of accessories makes it possible to personalise your vehicle, increase its appeal and also enhance your image. The interaction between technological research and design ensures the practicality and general quality of every product.

Quality reflected in styleElegance and prestige: these are the characteristics of the in-cab accessories that enhance your vehicle in a unique way. The extensive range of products available will help make journeys more enjoyable and maximise levels of comfort, however long your journey.

An invaluable aidSafety is everything. All Iveco Shop safety accessories offer solutions that are kept within arm’s reach, so that in the event of any unforeseen situation, it can be handled with the utmost safety.

The Iveco ShowbookAll Iveco Shop accessories are presented in the Iveco Showbook, an annual publication available at your local Dealer. Alternatively, please visit www.ivecoshop.com

Iveco Shop – quality is also in the detail

DIAGNOSTICS

In order to identify any problems quickly and reliably and to enable the workshop to solve problems efficiently, Iveco has created a new diagnostic platform which reflects the rapid evolution of the product. The use of advanced technology is designed to provide an advanced level of service and enhanced customer satisfaction.

E.A.SYThis diagnostic platform is called E.A.SY(ElectronicAdvancedSystem),a system that allows simple diagnosis of the various electronic units on your vehicle, using a communications module(ECI)andaspecificpersonalcomputer. The software for the E.A.SY. platform provides a single intuitive interface, through which it is possible to consult a guide to repairs indexed by symptom. The ECI module guarantees communications with all current and future Iveco control units.

Thanks also to interaction with Iveco Teleservices and all other support systems to which this system can connect immediately, E.A.SY is at the heart of Iveco advanced diagnosis, representing access to the workshop of the future.

Iveco TeleservicesTeleservices is the means by which Iveco offers specialist diagnostic assistance, working side by side with the Dealer network to manage and solve the most complex and unusual diagnostic problems.

Teleservices is accessed by remote connection of the diagnostic equipment in the Dealer workshop directly to the Iveco Teleservices Expert Centre. The programme software is constantly updated to offer the most effective service to the Dealer network. Working remotely, the Expert Centre technicians can inspect vehicle behaviour exactly as if they were at the scene, by testing and actuating electronic systems and components and suggesting the most effective soluti ons.

Teleservices brings many benefits to operators of the Iveco product: it increases the efficiency of the workshop and helps minimise vehicle downtime; the vehicle electronic systems can be updated to the latest operating levels; and finally, details of all work undertaken on the vehicle ECU is readily available and can be accessed by all Iveco workshops at all times to ensure the most comprehensive vehicle maintenance service is provided.

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CUSTOMER COMMITMENT

By investing in the Iveco product, you have joined the Iveco family and as such are entitled to receive the very real benefits that accrue from strong family ties:

• Theefficienciesandenhanced performance that result from the introduction of cutting-edge technologies in developing our product ranges.• Theprofessionalismofexpert Technicians at Dealer level and a class-leading ethos in Customer Service.

• AEuropean-widefamilyofIveco Dealers, ready and able to provide Customer Service whenever and wherever you need it.• TheuseofOrigin100%Ivecoparts at competitive prices and key services tailored to your specific vehicle.

Ensure your Iveco receives the very best available attention from a caring family.

Iveco Limited Customer Service25RoadOne,Winsford,CheshireCW73QPwww.iveco.co.uk