UD Trucks Road Support: driving uptime through full-cycle customer support

July 24, 2026

UD Trucks Southern Africa (UDTSA) is strengthening customer uptime through a comprehensive support ecosystem that combines preventative maintenance, 24/7 roadside assistance, performance monitoring and service innovation.

“At UD Trucks, uptime is more than a metric – it is a commitment,” says Steven Fabricius, general manager: service commercial at UDTSA. “Through comprehensive roadside assistance and full-cycle customer support, we help customers maximise vehicle availability, reduce operational disruptions and keep their businesses moving.”

Fabricius goes on to outline how this service philosophy is brought to life through end-to-end uptime solutions that keep customers moving.

Preventative maintenance: the first line of defence

Preventative maintenance remains a cornerstone of UDTSA’s approach to maximising customer uptime. Rather than responding to failures after they occur, the focus is on proactively identifying and addressing potential issues before they impact vehicle performance.

Supported by highly trained technicians and preventative maintenance programmes, this proactive approach enables early intervention, helping to minimise repair times and reduce the risk of major component failures. Addressing potential concerns within the controlled environment of a workshop is not only more effective, but also significantly more cost-efficient than managing a roadside breakdown, particularly when vehicles are operating under load.

The result is greater vehicle reliability, reduced unplanned downtime, improved operational continuity and a lower total cost of ownership. This allows customers to focus on what matters most: keeping their businesses moving.

Always-on roadside support

While preventative maintenance plays a critical role in reducing unplanned downtime, unexpected events can still occur. This is where UD Trucks Road Support delivers additional peace of mind – a 24/7/365 roadside assistance solution backed by a central call centre and an extensive dealer network.

“UD Trucks Road Support is designed to minimise downtime and restore vehicle availability as quickly as possible,” says Fabricius. “Structured processes guide every stage of the response – from the initial call and technician dispatch through to repair completion and ongoing customer communication.”

The service combines a centralised toll-free support line with immediate case management and technician allocation, enabling rapid response when assistance is needed. Real-time coordination between dealers, technicians and support teams ensures efficient problem resolution, while continuous customer communication provides visibility and reassurance throughout the process. By connecting customers to the right expertise at the right time, UD Trucks Road Support helps keep vehicles on the road and businesses moving.

Data-driven performance through KPIs

Operational excellence is built on measurable performance. UDTSA monitors a range of critical metrics, including response times from call receipt, technician dispatch and arrival times, repair cycle duration and first-time resolution efficiency. These measures are aligned with broader workshop performance indicators, including labour productivity and service efficiency.

This disciplined, data-driven approach enables performance gaps to be identified and addressed proactively, ensuring corrective actions are implemented swiftly and processes continuously refined. The result is a more responsive support ecosystem that enhances service delivery, reduces downtime and ultimately helps customers maximise vehicle availability and operational continuity.

Innovation: enhancing the future of service

UDTSA is currently implementing an advanced automated process in collaboration with a key partner, which will be integrated into the UD Trucks Road Support platform. This enhancement is designed to improve response times, strengthen case visibility and tracking, and streamline communication to deliver a more seamless and transparent customer experience.

“Staying at the forefront of technological advancement – while continuously enhancing service reliability, responsiveness and accessibility – remains central to our strategy,” says Fabricius.

Building trust through service excellence

In an environment where uptime directly impacts profitability, consistent and effective support builds customer confidence and strengthens long-term partnerships. Through preventative maintenance, responsive roadside assistance and data-driven performance management, UDTSA positions itself as a trusted partner in its customers’ operations.

“Our success,” Fabricius concludes, “is measured by our customers’ ability to keep moving efficiently, reliably and without interruption.”