During the Heavy Duty Aftermarket Week (HDAW) 2020 conference, Wabco made multiple announcements in the company’s new offerings, including new products and diagnostic software, an expanded service and distribution platform, and updated customer services.
New product offerings
OnSide ADAS retrofit kits for major OEM vehicle applications
OnSide retrofit kits, available for several additional applications, enable fleets to enhance the safety of existing equipment by adding blind spot detection technology. This radar-based system supports drivers in all visibility conditions by providing a warning when it detects a moving vehicle within a 160-degree arc in the adjacent passenger-side lane. Wabco also offers OnGuardACTIVE and OnLane ADAS retrofit kits for an array of popular vehicle applications.
Genuine remanufactured air compressors
The Wabco Reman Solutions product offering has been expanded to include premium remanufactured air compressors intended to provide original equipment (OE) equivalent performance in even the most demanding operating conditions. Each unit is fully disassembled, inspected, cleaned, honed, updated with new components, reassembled, and tested to the latest OE specifications, with all operations performed in the company’s facility in Rochester Hills, Michigan. Other Wabco Reman Solutions products include air dryers, automated manual transmissions, hydraulic power brake systems, Sheppard steering gears, and Enhanced Easy-Stop trailer anti-lock braking systems.
Expanded air dryer and cartridge offerings
Wabco now offers three ranges each of replacement air dryers and cartridges to meet the performance and cost-per-mile demands of commercial trucks at each stage of the ownership lifecycle. Available air dryers now include System Saver premium OE, Wabco Reman Solutions, and new ProVia quality aftermarket units. The company’s air dryer cartridge offering now comprises System Saver premium OE, new Wabco Essential mid-range, and Provia quality aftermarket cartridges. Each range of dryers and cartridges is engineered to offer best-in-class performance and value.
Subscription-based TOOLBOX PLUS diagnostic software
Wabco’s TOOLBOX software has been enhanced to help users save time in diagnosing Wabco systems. The new version, TOOLBOX PLUS, supports the latest Wabco product releases, including Intelligent Anti-lock Braking System (iABS) for trailers, Modular Braking System Platform (mBSP) for trucks, and TailGUARD reverse collision avoidance system for trucks and trailers. A timesaving new “roll call” feature automatically identifies installed Wabco systems upon connection to the vehicle. In addition, warranty forms are pre-populated with VIN, fault code(s), and other information to help speed the claims process. As with the previous version, TOOLBOX PLUS offers aftermarket ECU programming capability to help reduce downtime and unit inventory requirements. The new software is being offered through one-, two- and three-year subscriptions.
Abe Aon, aftersales, service, and support leader, Wabco North America, shared that the TOOLBOX PLUS is available as a standalone software package for anyone with the ability to download it. Furthermore, the TOOLBOX PLUS software is currently being integrated into OE tools and can be integrated into existing tools as well, simplifying and synchronizing the diagnostic process for technicians. TOOLBOX PLUS is also accessible offline, so that the program is available anytime the technician may need it.
Service platform
Wabco previewed its expanded product and service platform designed to help North American commercial vehicle fleets enhance safety and improve the availability of equipment at every stage of its service lifecycle.
Launching in March 2020, the regional platform will enable customers to access all Wabco replacement components and retrofit kits – including braking and stability control systems, air disc brakes, advanced driver assistance systems (ADAS), air processing, and other Wabco-branded products previously distributed by Meritor, Inc. – through an expanded network of authorized Wabco distributors and certified service partners.
Wabco has invested around $3 million in substantial upgrades of its distribution infrastructure and logistics capabilities within its aftermarket distribution center located in Hebron, Kentucky, with the goal of supporting this strategic business expansion and to better serve North American customers. Aon said that with the upgrades to the distribution center, parts will not only be indicated online as available, but will also be indicated whether they will be available to be shipped same day or within 24 hours.
At the same time, the company has formed a dedicated customer experience team comprised of experts in field service, call center support, and technical training who will work hand in hand with a growing network of Wabco service providers specializing in the service, repair, and replacement of Wabco products for trucks, trailers, buses, off-road equipment, and other vehicles.
An enhancement to the customer support is a streamlined prompting system when customers call. The initial prompt is for first time callers only, where they will be asked for their language of preference. The second prompt asks whether the customer is seeking technical or commercial support. Returning callers are only given the second prompt as the service line remembers the selection made on the initial call for language preferences. The process puts callers in contact with those who can address their needs in a timely manner; it has been a successful change as Wabco shared that the abandon rate on their calls has dropped to only two percent.
“Being a true partner with customers is who we are and how we operate within Wabco,” said Jon Morrison, president, Wabco Americas. “We are demonstrating our commitment to customers by significantly expanding our aftermarket portfolio, adding new distribution infrastructure and logistics capabilities, and creating an enhanced customer experience team for OE service providers, aftermarket parts distributors, and fleets seeking to maximize vehicle uptime.”
Wabco’s enhanced customer experience will also include:
- A new customer portal featuring online ordering for OES and distributor customers, as well as product information and technical support for the larger customer base.
- An expanded regionally based, multilingual field service team providing both live and virtual technical support.
- A regional version of Wabco’s comprehensive training platform, Wabco Academy, tailored to the needs of North American customers. This platform will enable access to detailed technical instruction via self-directed online modules and on-site, hands-on clinics, as well as certification programs across the spectrum of OEM and aftermarket solutions for popular commercial vehicle applications.
“As our customers’ true partners in uptime, we are building on Wabco’s leadership in the original equipment (OE) sector to provide a dedicated, turnkey solution for OE service providers, aftermarket distributors, independent repair businesses, and fleets,” said Aon. “We are committed to helping customers keep their vehicles and equipment performing better and longer than ever.”
Wabco also announced it is expanding its network of authorized distributors and certified service partners within Mexico. This move will help fleets enhance safety and improve the availability of commercial vehicles at every stage of the service lifecycle.
Wabco’s expanding network includes a number of authorized aftermarket distributors serving Mexico City, Cuernavaca, Monterrey, and Puebla. In addition, Wabco supports OES customers and also recently certified its first WABCO authorized independent service provider in Mexico City. Wabco certified service providers have undergone specialized training by Wabco technical experts to provide highly qualified service repair or replacement of Wabco’s products.
Wabco also announced plans to launch a regional version of Wabco Academy, tailored to the needs of customers in Mexico. The platform will replicate existing Wabco Academy structure with adjustments to the region and clientele.
“We are proud to expand our network of authorized distributors and certified service providers as well as our technical training platform within Mexico, which is an important and growing market for Wabco,” said Aon. “We look forward to utilizing this expanding network to provide high quality Wabco products, including air compressors, air dryers, brake valves, and a growing number of aftermarket products that enhance the safety and efficiency of truck and bus fleets seeking to maximize vehicle uptime.”
