The real deal: inside UD Trucks’ dealer network

UD Trucks’ dealer network forms the backbone of the company’s customer support model; it’s a finely-tuned ecosystem designed around uptime, reliability and relationships.

At the network’s helm is Marle Visagie, general manager Dealer & Competence Development at UD Trucks Southern Africa, who has spent two decades with the brand. Her journey from a background in social work to steering one of South Africa’s most trusted dealer networks speaks volumes about UD’s people-first ethos. “My academic background couldn’t be further from commercial vehicles,” she laughs. “But it’s helped me keep my sanity – and my focus on people – over the years.”

Today, UD Trucks has 39 dealerships strategically positioned across South Africa’s metropolitan areas and major transport corridors, ensuring support where it’s needed most. The network also extends into Sub-Saharan Africa, with strong representation in Namibia, Botswana, Zimbabwe, Mozambique, Swaziland, Lesotho, Zambia and Kenya, with Angola, DRC, Malawi, Zambia, Uganda, Mauritius and Madagascar soon to follow.

Partners in performance

The company’s dealer network is built on a careful selection of private partners, including major groups such as Motus, CMH, Bidvest McCarthy and Supergroup, as well as a number of independent entrepreneurs. Each dealership is evaluated for its ability to deliver on UD’s central promise: uptime. “We eat and sleep uptime, then repeat,” elaborates Visagie. “That’s not just a strategy – it’s our mindset.”

Dealers are assessed on workshop capacity, technical capability, system integration, parts availability and emergency support. Monthly performance reports track turnaround times and parts metrics, while an automated parts-replenishment system ensures optimal parts availability across the network.

A 24-hour breakdown and call centre service, supported by live dashboards and a mobile app, allows the call centre to track progress in real time and keep customers informed. “Communication is often the key,” says Visagie. “When customers know what’s happening, most of the problem is already solved.”

Investing in people and skills

Visagie’s dual responsibility for competence development has made training and empowerment the cornerstone of UD’s success. Each job role within a dealership – from service advisor to master technician – has its own structured training curriculum. Dealers are audited on their staff’s training progress to ensure consistent service standards across the network.

The company’s flagship two-year Master Technician Programme is highly regarded in the industry. UD also runs driver training initiatives, combining telematics data from its MyUDFleet platform with individualised driver coaching to improve efficiency and safety. “Dealer staff are our most significant competitive advantage,” Visagie explains. “We train more than 2,000 people a year: not just technicians, but managers, sales teams and drivers. It’s about developing expertise across the value chain.”

That investment extends beyond South Africa’s borders, with in-dealer training and on-site support for regional partners to ensure consistent standards across markets.

Technology meets trust

More than 90% of UD vehicles are sold with connected services, giving fleet owners real-time visibility into utilisation, fuel consumption and driver behaviour via the MyUDFleet platform. Usage of the system has grown by over 30% in the past year – a sign, Visagie says, of how digital tools are strengthening relationships between dealers and customers.

A culture of care

For Visagie, the success of the network lies not only in systems and standards, but in relationships. “Our dealers are known for going the extra mile,” she says. “They find solutions, make a plan and just make it work for the customer.”

That culture of care is reinforced through regular feedback sessions, dealer councils and workshops where even non-management staff contribute ideas. It’s a collaborative model that mirrors Visagie’s leadership philosophy – one grounded in trust, communication and opportunity.

One of her favourite stories sums it up: a young female driver trainer who recently won UD’s national competition is now enrolled in the cadet training programme to become a sales executive – and maybe even a sales manager in the future. “Seeing people grow like that, that’s why I do what I do,” says Visagie.

With her people-centred approach and UD Trucks’ unwavering focus on uptime, the company’s dealer network continues to set the standard for reliability and customer care – not just in South Africa, but across the region.