Vento Motorcycles, USA, has revamped its design, manufacturing and business processes with a focus on improving the design, quality and reliability of its product families and enhancing customer service to consumers and dealers, the company announced today.
Among other initiatives, Vento is focusing on improving relations and support for its dealer partners. The company has divided the U.S. into eight regions and created an in-house sales team with dedicated sales coordinators for each region. The focus on customer service for dealers includes a policy to answer all phone calls during business hours, eliminating the need for dealers to leave voicemail messages and wait for answers.
"In late 2006, we realized that in order to provide the best Vento experience for our dealers and end users around the world, we would need to take a serious look at the way we manage all of our processes from design to delivery and beyond," stated Isaac Calderon, Vento president. "After an exhaustive review of our internal processes, we identified some key areas where we could effect changes that would make a significant improvement to both our products and the support that we provide to our customers."
Vento management realized the only way to build a consistently high level of quality and reliability into the company's line of motorcycles, scooters and ATVs was to manage every aspect of product development from design to assembly.
Now Vento's U.S.-based design team oversees the research, design and development of all new Vento products, including a number of new engine designs in development specifically for Vento with the help of a top-tier Australian engine design firm, a spokesperson says.
Once the engine designs are finalized, Vento commissions the manufacturing of the engine components and brings everything together at the company's Laredo, Texas, assembly plant, where a robust Quality Assurance program enables Vento to manage and closely control the entire assembly process. To ensure the quality of its products, Vento uses components from world-class vendors including Mikuni, Bosch, Marzocchi, Maxxis and Brembo, the spokesperson says.
Vento increased its limited power train warranty from one to three years, so improving the quality and reliability of its products makes sense for the balance sheet and for customer satisfaction.
To improve its customer service program, Vento implemented a Total Quality Management approach, embracing processes that focusing on setting, achieving and exceeding quality standards to deliver products and services that exceed customer needs. The company's new customer support team ensures prompt online and phone-based customer assistance to provide product support for parts, warranties and technical issues, and a team of customer service representatives and field engineers has been dedicated specifically to cater to Vento's dealers' needs for training, troubleshooting and general support. Vento's dealer kits are designed to provide customers with ease of ordering for parts and service warranties.
"By designing our own engines and building them in our own assembly plant, we are now able to maintain full control over every stage of the design and manufacturing process to ensure that we deliver the best product possible," Calderon says. "With our enhanced customer support program, we are making Vento's products even more attractive for dealers to sell and consumers to ride."
Company information is available online at vento.com.