Strengthening after-sales service and continuously improving the customer experience are among Scania Mexico ‘s priorities for the coming years, in a context where the industry demands greater operational efficiency and closer relationships with carriers, according to Gisela Quintero, the company’s Customer Experience and Services Director.
Quintero commented that the company seeks to promote programs focused on evaluating and improving the customer service processes that support the operation of its field units. The intention is that every interaction with the service network contributes to improving customer relations and unit availability.
“The area has a strong focus on supporting after-sales service, but also on going a step further, on continuing to improve the experience of our customers every time they visit us,” he emphasized.
He explained that the goal is to ensure that internal programs allow for constant review of what is being done and how the experience of those who acquire or maintain their vehicles within the brand’s network can be improved.
In that regard, he emphasized that having a structured approach to customer experience is fundamental for the transportation industry, as it allows supporting the carrier throughout the vehicle’s life cycle, from acquisition to maintenance services.
One of the elements the company considers a differentiator is its close relationship with its users. To this end, Scania holds regular service meetings where it reviews, together with the carriers, the performance of their vehicles and the specific needs of each operation.
“We sit down with the clients to see how their operation is going and how together we can ensure that the unit is where it needs to be, which is on the roads, moving passengers or cargo,” he explained.
The company is also continuing to expand its service network . Last year, it completed eight projects, including new locations and facility renovations, a strategy aimed at strengthening service coverage across the country.
Among the projects that Scania Mexico completed in 2025, there was the relocation of its headquarters in León, Guanajuato, as well as the relocation of its Quality Assurance Center for Buses to the Innovation Technology Park in El Marqués, Querétaro, and others.
In 2026, Quintero noted that the economic environment remains somewhat uncertain , particularly during the first half of the year. However, he expressed confidence that the market’s direction would become clearer by the second half.
“I think the third quarter will give us much more visibility into how to handle things in the future,” he commented, referring to the potential impact of the definition of the United States-Mexico-Canada Agreement (USMCA).
Despite this situation, the company maintains a long-term perspective focused on supporting its customers , with solutions that integrate product and service to keep the units operating on the road.
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