Enhanced Service Pays Off for Customers of Cat® RV Center Network Number of Locations Grows 60 Percent in First Year
When you're traveling North America by motorhome, it's comforting to know that if you need service on the road, there's a place close by that can take care of your vehicle. Owners of motorhomes with Caterpillar® engines can rest easier than most: in the past year, the Cat® RV Center network has grown from 56 initial locations in North America to more than 100, with more joining the network every month.
"RV owners have different needs from truck drivers or other motorists—the growth of our Cat RV Center network indicates how important it is to make sure the services that meet these needs are readily available," said Tony Kapustka, Bus and Specialty Vehicle Group, Caterpillar On-Highway Engines. "We offer everything from comfortable waiting rooms with cable television to specially trained technicians and service bays dedicated to RV service at locations throughout the U.S. and Canada."
"We are currently adding four more bays to the Statesville location, while following the same basic floor plan at our other service centers," said Jeff Greenway, product support manager for Carolina Cat. "That floor plan includes a private lounge, satellite TV, refreshments and comfortable furnishings. We also treat each motorhome with kid gloves, particularly when we have to enter the interior of the vehicle to service it. We never forget that these are people's homes, and it's something we take very seriously."
Becoming certified as a Cat RV Center location involves a significant commitment in terms of training and resources from a Cat dealer, and all are audited annually to ensure quality of service, according to Kapustka. The certification process includes training for service personnel, as well as mandatory facility enhancements, such as the new lifts and building renovations at the Carolina Cat RV Center. Cat RV Centers certified through Level One are required to provide 24-hour, seven-day emergency service assistance, a clean bay and protection for the interior of the vehicle (including using drop cloths, booties and performing a condition assessment), a clean, comfortable waiting room with Internet access and cable television, and generator repair. Level Two includes all of the previous features, with the addition of chassis service and mobile lifts with a service pit. Level Three, the highest level attainable, includes all of these features plus technicians certified by the RVIA (Recreational Vehicle Industry Association), a house repairs system, complimentary potable water and electrical hookups, an LP station and a dump station. A 24-hour RV hotline (1-877-777-3126) and Web site (http://rv.cat.com) are available to help travelers find the nearest Cat RV Center when they're on the road.
All of these dedicated services result in an enhanced experience for customers. Just ask Bob and Paula Moore, members of the FMCA chapter of the Cat RV Engine Owner's Club and customers of Empire Cat in Kingman, Ariz.
"In March, our 1997 Safari motorhome had to be towed to the Empire Cat RV Center while we were on our way to a pre-paid RV rally. We arrived at Empire Cat around 6 p.m., expecting to have to wait until morning for service. Instead, the service manager and technician were waiting for us, and they had us back on the road by 8 p.m.," Bob Moore said. "This is above and beyond the call of duty to a customer-we are so grateful to know that there is a shop of this caliber in our area, servicing our rig and with such care to the customer."
For more than 80 years, Caterpillar Inc. has been making progress possible and driving positive and sustainable change on every continent. With 2005 sales and revenues of $36.339 billion, Caterpillar is the world's leading manufacturer of construction and mining equipment, diesel and natural gas engines and industrial gas turbines. The company is a technology leader in construction, transportation, mining, forestry, energy, logistics, financing and electric power generation. Caterpillar is the leading manufacturer and supplier of truck and bus engines in the combined medium and heavy duty categories in North America, holding the leading position in engine shipments to vehicle manufacturers since 1999. More information is available at http://www.cattruckengines.com.