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Continuous Improvement Essential for Excellent Customer Service

Kenji Mendoza - Hino Mexico
Operations Director

STORY INLINE POST

Rodrigo Andrade By Rodrigo Andrade | Journalist & Industry Analyst - Wed, 11/09/2022 - 13:44

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Q: HINO is one of the most successful brands in Mexico. How important is the country for the company's global strategy?


A: HINO Mexico opened its doors in 2007. Since then, our operations in the country have become a point of reference globally. The brand also provides full support to clients, allowing us to become the leaders in customer and dealer assistance. Mexico is in second place in hybrid unit sales globally, after Japan, and is a large market for trucks. 

Q: How is HINO embracing sustainability through its portfolio of hybrid heavy vehicles?


A: We have always characterized ourselves as a solid and reliable company. If we are going to sell hybrid vehicles in the retail market, HINO Mexico has to be able to offer the aftersales service these trucks need. A full-service portfolio has allowed us to make our customers happy.

The maintenance of a hybrid truck is the same as for diesel units. Hybrid trucks also have the advantage of reducing fuel consumption by 30-40 percent, when compared to the traditional diesel engine. At the moment, diesel is one of the largest expenses for every transportation company. 

Q: What is the role of dealers and workshops in HINO’s operations in Mexico?


A: At HINO Mexico, we work hand in hand with our concessionaires and clients, which we consider business partners. It is critical for us to maintain a quality relationship with them because we specialize in support activities, which include quarterly meetings to review results and implement changes together. This collaboration assures all parties involved that the changes are aligned with their goals and objectives. 

Our dealerships and workshops around the country are homologated and offer all parts at the same costs. This feature provides transparency to clients and keeps us abreast of the availability of spare parts in all dealerships. 

Q: How has HINO implemented digitization to improve telematics and what is the result the company wants to deliver to its clients? 


A: All of our activities focus on aftersales to improve customer satisfaction. For example, we offer an unlimited warranty for the truck’s first owner and a seven-year warranty for the second owner. We also have additional reward programs, such as a “passport” for operators, which rewards them with a free gift every time they make a dealership maintenance visit. The benefits can be saved for future visits, increasing as more maintenance is performed. 


Q: What is HINO’s approach to road safety and how does the brand gear its innovation in that direction?


A: We have internally developed activities that focus on safety. Road safety demands adequate infrastructure, personnel and equipment, which is why we provide operators with free training to teach them to drive the units safely while increasing fuel efficiency. The latter is critical for our clients and we are working with dealerships to ensure that these quality controls are constant at every branch of HINO Mexico.

Our headquarters in Japan are developing automated solutions but we do not have that kind of technology available at the moment in Mexico. However, there is no doubt that these solutions will be the medium-term answer for road safety. 

Q: How must regulations adapt to the new trends of electromobility and autonomy to ensure safe roads?


A: The key issue to be addressed is the lack of infrastructure for EVs in the country. It is clear that the public sector needs to collaborate with private industry to provide the country the infrastructure it needs so EVs can be a real solution, especially for transportation companies. 

Q: What are the company’s expectations regarding the future of the heavy-vehicle sector in Mexico?


A: HINO Mexico’s main objective is to keep improving what we offer our customers and add tools to increase customer satisfaction. We take an approach of trial and error, and after our products are tested, we adapt them to each market.

As an example, we will launch a customized telemetry service that will help customers. It was developed with the support of countries that have experience with these tools and that have a clearer vision of how these operations must work.  

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