Normally we are able to obtain sufficient information in order to be able to give the local dealer a good idea of the problem before they arrive at the scene.

"Of course, the one vital piece of information we do not have – and here we have to rely upon the driver – is the precise location of the vehicle! We can often narrow it down using our mapping system, but sometimes we do have to call the local dealer for extra help."

A sophisticated mapping system is an essential tool which benefits customers greatly, says Laurence. "The point is, it allows us to calculate the distance between the position of the vehicle and the surrounding dealer-points.

We can then call the dealer – which will almost always be the one nearest
to the vehicle, (unless a particular specialist service is required) – knowing that they are best-placed to handle the call-out."

Once a case has been created and accepted by a particular dealer, the Scania Assistance Centre takes on a communications and monitoring role.
"Firstly, the workshop attending the call-out will give us an estimated time
of arrival, which we pass on to the customer," says Laurence. "We then monitor the actual time it takes for the Technician to arrive on the scene, which is targeted to take an average of 60 minutes.

"The Technician reports back to us when the job has been completed and we in turn feed back the information to the customer. Of course, at any time the customer may call us for an update, so we have to be prepared for that as well. We only close a case once the vehicle is back on the road."

Not all calls coming in to the Scania Assistance Centre require roadside assistance. "We also provide general advice for operators, help in the event of a collision, and can assist people who need to book their vehicle into a workshop when they are away from their local dealer," explains Laurence. "All in all we assist around 4,000 vehicles a month, which means our staff of 20 are kept pretty busy."UK Scania operators can call upon the services of the Scania Assistance Centre regardless of whether they are at home or abroad. "It simply doesn't matter," says Laurence. "In the UK, just call 0800 800 660.

If you are on the Continent, we prefer you to call us direct on 0044 1274 301 260 but you can also go through the local Scania Assistance Centre. All Centres speak English and we all work with the same system, which means you can expect the same quality and speed of service regardless of your location. 

"And for us it's a never-ending story – so no matter when, operators will always find us on hand to provide help and assistance whenever they are needed."