2023. Volvo Penta, an answer for every need

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Volvo penta: a widespread network

From Boats by Motor 2023, no. 31, June/July, pp. 104-109.

An answer for every need. In real time and without compromise. This is the recipe of Volvo Penta, which in after-sales service today represents a case history for the entire industry.

Service first. This is not just a figure of speech. For Volvo Penta it represents a real mission. Where the time factor plays a central role. Yes, because when after-sales service comes into play here the scenarios change as well as the answers to be given. In this area the Swedish manufacturer has very clear ideas. The numbers prove it: 3,500 centers located in 130 countries to which is added a first contact structure active 24 hours a day, seven days a week, capable of dialogue in 28 languages. It is called Volvo Penta Action Service and is a structure designed precisely to provide real-time feedback to all kinds of needs. This example alone would be enough to understand the importance of service in the Swedish manufacturer’s scope of operations today. The emergency response hub is also joined by Easy Connect-a veritable app that can put owners and captains in touch with Volvo support as soon as there is a fault with on-board systems. Right here the reasoning takes a quantum leap.

“On the one hand we have the boat owner as the final interlocutor, while in other cases we have the boat captain or the boatyard. All this is motivated by the fact that the current product range of engines covers the needs of boats with lengths from seven up to 36 meters. With the future prospect of going up further as a size. Translated, it means dealing with different profiles and skills that, as such, also require a more technical type of approach in many cases,” says Raul Lovati head of Marine Service Market of Market Unit Italy. “The answer to give, however, always remains the same: timeliness in dealing with all kinds of needs and certainty in timing.” Easy to say but in reality it is a different story. Here, then, is the importance of having the support and efficiency of a group of Volvo‘s scale behind it. “Any kind of request for a part to be changed, even the size of a sensor,” interjects Luciano Porcu Head of Global OEM Service Marine at Volvo Penta , “goes through the channels of the parent company’s logistics to support national and regional warehouses.” But it is on the type of response to be given that the real game is played.

“Each request for intervention on a well-defined and structured communication channel. For example, in Italy, the coverage of the territory is widespread and is guaranteed by the presence of 11 centers that, in turn, rely on more than 180 workshops. For larger vessels, the interlocutors change. So does the level of service to be provided. Especially given the geographical location. Since these are superyachts, it is easy for them to operate in very different and far-flung geographic areas throughout the year. Here, then, in this specific case, Action Service comes into play, which is able to accommodate the problem, structure the path and accompany the customer to the solution.”. But that’s just the beginning. It is precisely on this last front that Volvo Penta is focusing its attention to the point that last year it initiated a pilot project designed with the aim of ensuring even more effective coverage in the highest density areas of the Mediterranean. taking into account the numerous projects launched by the Swedish manufacturer towards more sustainable mobility also at sea. A game this in which Volvo Penta already has some winning cards to play.

By Matthew Zaccagnino

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