Transportation Exchange presented by Rush Truck Centres of Canada
If you’re in the transportation industry, the Transportation Exchange podcast is for you. Listen in for insightful conversations with industry leaders covering what keeps us moving, from equipment and maintenance for fleets to new and upcoming regulations and opinions on the industry as it stands today and the road ahead.
Transportation Exchange presented by Rush Truck Centres of Canada
Everything you need to know about Xpress Services and Planned Maintenance Programs
In this episode, we’re joined by Nate LaHanes, National Sales Manager at RushCare, to share everything you need to know about the new Xpress PM and Planned Maintenance programs now available at our dealerships. Nate shares the benefits of the Xpress PM offerings and what to expect from each, including same-day diagnostics and repair estimates, brake system inspections, alignment services and more. We also discuss the advantages of the Planned Maintenance program, designed to help fleet managers simplify their maintenance schedules and manage costs with fixed pricing and pre-scheduled preventative services. Tune in now.
Hello and welcome to another episode of the Transportation Exchange Podcast presented by Rush Trucks in Canada. I'm your host, Jason Cuddy, and on today we welcome Nate Lajanas, the National Sales Manager at Rush Care. Nate, welcome to the podcast.
Speaker 2:Thank you, sir.
Speaker 1:So we have you on today because we have some exciting new programs and offerings, through Rush specifically and, I guess, now available here in our locations, and we want you to dig in, give us a bit of background behind what it is that customers can see and expect and what are the services that are provided, and you know kind of the details about them. So I guess, starting off, there's a couple different ones to talk about, but I wanted to rightfully so talk about the express service programs that are launching here for us.
Speaker 2:Yeah, definitely. So at the beginning of February we rolled out several of the express service programs. We rolled out several of the express service programs. They include, let's just say, the express engine service itself, where we'll be able to go in and do some overhead adjustments to ensure that the truck is running properly. We've also introduced an after treatment system which is going to have four different cleaning levels that can be on or off of the vehicle itself, so whatever is more convenient for the customer. We have also introduced our express PM pricing as well. And all of these, which is nice for the customers, it's going to be all same day services, so not only will they receive a discounted dollar amount when they go into the dealership to get the services completed, but they will also be expedited through the process as well.
Speaker 1:Excellent. I guess another key thing with this too is it's you know, for us here in Ontario we're probably an international dealer for a lot of items, but it's an all makes, all models program.
Speaker 2:It is all makes all models, doesn't matter the year. We obviously know the trucking industry itself, so that's what's nice is, all of our technicians are going to be certified to be able to work on all of the equipment.
Speaker 1:Excellent. So I know you know, with service levels, specifically a preventive maintenance programs, you know there's different levels. You know, I think we classify them as an A and B and obviously some buses maybe walk us through kind of what's what's similar between them, what were the different levels, what they include?
Speaker 2:Yeah, definitely. So all of our PMs. What they will include are going to be reviewing the vehicle's health status. When it gets in we'll be able to hook up our diagnostics program and just make sure that the health of the vehicle is good. We're also going to look at the overall, see if there's any recalls or campaigns that might be open. We'll also do calibration updates if it's available or applicable to that engine, which is really nice at the dealership level. Obviously that's all going to be covered under warranty as well. Then we also do a multi-point cab interior inspection.
Speaker 2:We will look around the vehicle as well. But, like you said earlier, we have separated into a quick, an A and a B. The quick service is going to be a 46-point inspection which obviously is going to also include the lube oil filter. The A is going to be a 46-point inspection which obviously is going to also include the lube oil filter. The A is going to be an 86-point inspection where we'll also pressurize the radiator, make sure that the surge tank cap is good and whatnot, and then the highest level that we offer is going to be the B service. Now that's going to be a 104-point inspection and that really is going to just go through the truck from the, from the the hood to the rear axle, just making sure that everything's up to speed excellent.
Speaker 1:These are all available from the same day express service program basically absolutely yes, sir excellent. So I guess you know, as customers look at that, you know part of it is, you know, figuring out how to manage your costs, obviously with all these items. So maybe walk us through kind of how we're structuring these programs.
Speaker 2:Yeah, so the programs itself is all going to be based off of the engine make and model. So a level one I'll just use the example of a PX-7 or a Ford Powerstroke all the way to a level four, which would be the bigger engines, the X-15s, mx-13s as well.
Speaker 1:Gotcha Excellent. So that covers off sort of the express programs. But you know, I guess the bigger piece and probably the piece that's really exciting from you know, from a fleet manager or a small company has a couple of trucks is really getting into some planned maintenance programs. Maybe you kind of give us an idea of what people can expect with regards to the uh, these services and programs available.
Speaker 2:Yeah, definitely, I appreciate it. So the rush care maintenance program itself, specifically talking about the Preventative Maintenance Program, is really an inclusive program that we have brought out to the market to introduce our customers to an exceeded level of customer service, expediting the vehicle in and out. And that again is going to happen with us pre-scheduling, ensuring that the dealership has all of the parts needed to finish all of the repairs and whatnot. But ultimately, what we're really trying to achieve is just ensuring that our customers, or any customer in general, is just taken care of after the sale of the vehicle.
Speaker 1:I think what's interesting with this program is, you know, you said using leverage on the RushCare platform, which allows you to plan and coordinate the services for the customer ahead of time. So, guys, right now, you know, customer calls in looking for service. They got to coordinate, get the parts figure out when it works for them. Here you're being, you know, preemptive and getting in front of them saying, hey, this based on the mileage or hours or time, whatever, we're monitoring. You know this truck is getting close to service. Let's book it in when it works for you, when it's going to be, you know, available to limit the amount of downtime you have so that when you roll in we're ready for your schedule to note you go.
Speaker 1:That's a nice highlight of this program specifically, yes, definitely, and I guess the other part of it is complimentary to a new vehicle purchase, in that, you know, obviously we do offer a full service lease program. This is like full service lease light, almost right, like it's it is yeah very comparable.
Speaker 1:Yeah, like, I guess, maybe walk us through. Obviously there's monthly fees, but it's a good way to kind of streamline and flatline your, your cost of owning a vehicle for a certain period of time. And they walk us through the different sort of time frames that we can structure. Yeah, sure.
Speaker 2:So we offer a one, uh one three year, five year plan. It could be in between as well. So one through five years. But we're going to lock in the pricing itself, which is really nice when we're talking about creating a business plan for the future, knowing what your costs are going to be year to day, through three years or whatever the rotation cycle might be of that unit.
Speaker 2:At least now the customer can expect this is what it's going to be for their maintenance itself. That really gives them the opportunity to be able to build their business, expand their business, because now they're really going to be going into fine detail and understanding that a truck is going to cost X amount this year, the next year and the next year. Now, again, this is just the preventative maintenance item. So it could be lube, oil filters, just basic PMs, but again we also offer transmission, differential fluids, dpf cleanings, death cleanings as well. Ultimately, what we've done is really highlighted the major failing points of the vehicles, just based off of regular maintenance, and really wanted to hone in on those to ensure that those are taken care of for our customers.
Speaker 1:Gotcha. So I guess really depending on the fleet need, right, obviously certain fleet sizes will have their own shops and own repair facilities so they can leverage us for other items. But for the ones that lean on us for a lot of service, or the ones that have one to three trucks and really don't have a fleet manager or don't have a person running the fleet, this is where this program really kind of kicks into high gear for them, as far as you know, basically helping keep their vehicles on the road at a predictable you know, I guess monthly cost, or I guess even from new truck sales you could finance this into the actual purchase price of the vehicle, potentially.
Speaker 2:Yes, sir, yeah, so we. So with the new truck sales purchase we absolutely can roll in the Rush Care maintenance fees into the finance portion of it, which is very convenient for the customer. Then we also do a subscription base as well. Now that could be monthly or the customer, if they wanted to pay annually, they could do that as well. I would say 90% of all of our customers go through our monthly subscription base, which is nice because we want to really build that relationship with our customer and, hypothetically, if that truck is out of service or if it gets in an accident, we have the ability monthly to just change that out, substitute another truck and or remove it from the program itself.
Speaker 1:That's a good point. Yeah, so it gives you some flexibility if your fleet grows, changes, whether you want it to or not, effectively, definitely, yeah, it can kind of breathe with the company as it goes through everything. I think, given everything that's going on marketplace wise, I think the other benefit to this is, as you alluded to was, obviously it's a fixed term one, three, five years and you've got your price over that term and that's the price right. There's no escalation, that's it. You're not. Ideally, it gives you some great protection against any potential rises in labor or parts costs.
Speaker 2:Definitely In the market. We see a 29% increase with parts and labor annually. This is just that great way of just locking in and saying that this is what the maintenance is going to cost on that specific unit.
Speaker 1:Right, and I guess the other. The other nice thing for you know a lot of our customers, you know here in Ontario, you know go across the province, you know hit different locations for us and you know every market segment is different, right. So labor is different price in one market than the other. But again this allows them to stop in location A or location C and it's already covered it, they've paid for it, it's good, it's covered there, they're taken care of effectively for it.
Speaker 2:It's good, it's covered, they're taken care of, effectively, correct, and what's nice about the Canadian market, along with the United States, is that this, actually the program, will be under our entire umbrella for our corporation. So, regardless if they're up north, if they're in Florida, texas, california or, like we were just saying, just driving up through Ontario, if we have a dealership, they can stop in and we're going to be able to assist.
Speaker 1:Excellent, that's huge. I mean, we have a lot of customers obviously around North South and so I think that's leveraging the strength of, you know, the group that is Rush. As far as we, you know, we can have you covered. You know, pretty much anywhere Definitely, which is nice with the size, and I guess the other nice part of a program like this is, again, especially for the smaller fleets that don't have fleet managers or set kind of auditing process in place. You know, obviously rush care has a way to track, document and maintain and be able to provide any paperwork documentation you need with regards to the service history of these vehicles while they're under this program yeah, absolutely so.
Speaker 2:We have two communication platforms. Uh, one is going to be our service connected platform, where, exactly what you were just saying not only do we communicate through, but we house all of the documents internally. When it it comes to warranty and the repairs, it's going to be based off of the root failure and, truthfully, what the manufacturers are going to do is say are you taking care of this vehicle up to our standards? If you are, hey, we're going to cover it under warranty, based off the root failure. If you are not, then it could go the other direction.
Speaker 2:With us being as large as we are, we really wanted to give our customers the ability to have a hands-off approach and with us, for Rush Care itself, what our team does is we'll track and monitor each of the units that are on the program to ensure that they are up to speed with their PMs. Just the cadence of it, whether that's based off of hours, intervals or kilometers, um, and then we're going to pre-schedule and just ensure that the truck is going to be, you know, maintained properly. Uh, that's going to be the number one failure for most of these units. Just riding down the road is just the lack of maintenance.
Speaker 1:Right, fair, and I think it goes back even to you know we were talking about earlier where it's. You know, sometimes it's just you don't have the staff to to manage it properly, right? Like a lot of times that the failures get fixed when they fail, right? Like that's when you get the tow truck and it gets you out there and you know there's costs, there's downtime, you're you're just not in front of it, just you know, by nature you just maybe don't have the manpower to it is, it's not your core business.
Speaker 2:Sometimes you know they're, obviously it's not. But smaller places, don't Correct. You know we, we really want to partner with our customer and help their business. Um, and understanding that you know the the they might not have a fleet coordinator or a breakdown department. Um, they might just have one or two trucks and they're just trying to ensure that their customers, their customers, are being taken care of. So, um, with the point of, they're just trying to ensure that their customers are being taken care of. So, with the point of, they're not the professional in our industry, I apologize, they're the professional in theirs, and that might be home goods, transportation of whatever materials or products. When it comes to trucks itself, that's what we specialize in and you know, our one team approach of collectively using everyone's knowledge is the benefit of our organization. We are able to provide that to our customer and provide solutions that no one else can.
Speaker 1:Yeah, no, well said. I think it's a nice program to launch. The robustness behind it I think is huge right the fact that the Rush Care platform is behind us supporting it. It being able to get in front of the customers before there's there's fails, try and keep the trucks on the road and out of the shop is you know as much as possible and when they are in a shop, kind of get them turned around as quick as possible by being prepped and ready, know what it's coming in for. Uh, at least for the for the initial servicing, and obviously you find anything else that's above and beyond. But at least you know you've got a window that's coming in for this and you can kind of turn around and get it on the road. So it's a great way to keep the vehicle up on the road with a predictable managed finance number to it that you can then don't have these huge spikes in spend. You know when a truck is in the shop or two trucks are in the shop, you have a huge spend that month and then nothing next month. From a cash flow point of view just helps you manage your business a lot better as well. Definitely does.
Speaker 1:Yes, sir, excellent. Well, I appreciate you kind of stepping in, kind of walking through the different express programs, which is great and new. And I think in this market everyone wants to get in and out as quick as possible and know what they're paying for and have kind of a set plan of what the vehicle is coming in and out of for and have that set up. But so the planned maintenance I think is huge to support fleets and every customer really in helping manage their equipment and keep them on the road. And let us do the heavy lifting of the stuff we do best, let them do what they do best.
Speaker 1:So I think it was a great overview of that and obviously you know, reaching out to us directly to get information with regards to their vehicles, we can walk them through the process and price out accordingly, based on their equipment and what they're looking to do. Definitely Excellent. Well, hey, I appreciate it. That concludes today's episode. We do want to thank Nate for joining us. To catch up on all other past episodes, check out transportationexchangepodcastca. And until next time, thanks for watching.