MCI'S NEW SERVICE SECTOR LOCATOR FOR ERSA, PLUS CALL CENTER IMPROVEMENTS
KEEP MCI, SETRA MOTOR COACHES RUNNING ACROSS NORTH AMERICA
LOUISVILLE, KENTUCKY, JUNE 27, 2016: (TSX:NFI) (TSX:NFI.DB.U) Motor Coach Industries ("MCI"), a subsidiary of New Flyer Industries Inc. (the "Company"), the largest bus and motor coach manufacturer in North America announced improvements to MCI's Emergency Roadside Assistance (ERSA), making it the best source for customers to get service 24/7. A newly created service locator available on the MCI Companion App, or from the MCI website, identifies all service locations available in any pinpointed location. At the same time, MCI added resources to the MCI ERSA call center and enhanced the call routing system. When using the ERSA hotline of 800-241-2947, callers now have the option of talking to an MCI technical expert or an MCI responder for emergency roadside assistance.
The service locator can be accessed from the MCI website at www.mcicoach.com/ERSA or directly through the MCI Companion App, available from the Apple App Store and Google Play.
The service locator tool requires the last five digits of the motor coach VIN number. Once the number is entered, the user can search by service for engine and transmission repair as well as for towing and relief coach assistance (view the video demonstration.)
"We've identified the businesses that can best help our customers service their motor coaches across Canada and the United States," said Richard Cunningham, MCI Manager of Technical Support. "We created the list from our own call center data base to provide our customers with the best options."
The complete list includes more than 1,800 service suppliers. The list names six MCI Service Centers, more than 200 Wheeltime service locations for engine and transmission-related issues as well as Cummins coach-friendly support network, Detroit Diesel and Caterpillar locations.
MCI was the first in the industry to offer ERSA in 2004, establishing and managing an in-house call center at the Louisville parts warehouse distribution center. Recently, MCI increased internal resources and staff to improve the quality of call routing and weekend coverage.
The improvements in technology and teamwork for how MCI responds to calls already are delivering results. "We are now better able to support our dedicated staff so they can escalate a situation if required and also follow through to see the customer issue all the way to achieving a satisfactory end," said Steve Batho, MCI Vice President of Technical Support. "As a result, our emergency service audits are now tracking more positive customer feedback," he said.
The Company is the largest transit bus and motor coach manufacturer and parts distributor in North America with fabrication, manufacturing, distribution and service centers in Canada and the United States and employs approximately 5,000 team members.
Through its Canadian and U.S. subsidiaries, Motor Coach Industries Limited and Motor Coach Industries, Inc., the Company is North America's leader in motor coaches, offering the MCI J4500,which is the industry's best-selling intercity coach for 11 consecutive years, and the MCI D-Series, the industry's best-selling coach line in North American motor coach history. MCI is also the exclusive distributor of Setra S 417 and S 407 in the United States and Canada. MCI actively supports over 28,000 motor coaches currently in service and offers 24-hour roadside assistance 365 days a year.
Through its Canadian and U.S. subsidiaries, New Flyer Industries Canada ULC and New Flyer of America Inc., the Company is North America's heavy-duty transit bus leader and offers the broadest transit bus product line (Xcelsior® and MiDi® models), incorporating the broadest range of drive systems available, including: clean diesel, natural gas, diesel-electric hybrid, electric-trolley and now battery-electric. New Flyer actively supports over 42,000 heavy-duty transit buses (New Flyer, NABI and Orion) currently in service.
The Company also operates North America's most comprehensive aftermarket parts organization providing support for all types of transit buses and motor coaches. All buses and coaches are supported by an industry-leading comprehensive warranty, service and support network.
For further information, please contact:
Patricia Plodzeen Public Relations,
Jon Koffman, Investor Relations
Motor Coach Industries - A New Flyer company: Corporate Address 200 East Oakton Street, Des Plaines, Illinois 60018 | Phone: 866-MCICOACH
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