Valeo Service has launched its new omnichannel Help Centre, designed to help both distributors and workshops navigate the complexity of modern vehicle repairs. To learn more, PMF puts some questions to Valeo Division General Manager, Andy Swann.
With over 17 million part references worldwide, Valeo believes finding the right component and fitting it correctly has become a daily challenge – and its new service goes “beyond the traditional hotline”, giving professionals instant access to experts via live chat, email, and phone.
Valeo’s Help Centre acts as a safety net at the parts counter, helping with catalogue searches and product queries to provide the exact part match for the vehicle type.
Help centre Q&A with Andy Swann
Q. Can the Help Centre suggest compatible alternatives if the exact part isn’t in stock?
A. Absolutely. Our omnichannel team can guide factors through product queries via live chat, messenger, or phone to identify the right solution quickly. We also back this up with the Valeo Tech Assist portal, which features an intuitive search engine covering over 45,000 references to help locate exactly what you need.
Q. Can the service help confirm whether a part will fit before motor factors sell it – reducing returns or mistakes?
A. That is exactly what it’s designed to do. We want the Help Centre to act as a safety net at the parts counter for our distributors. By providing clear, immediate answers to questions like “does it fit this car?”, we actively help reduce ordering errors and returns before the component ever leaves the building.
Q. How quickly can motor factors get support if they run into a tricky parts query during a busy day?
A. Technical hotlines can often be frustrating, especially when you’re on a tight schedule. We’ve moved beyond the traditional model to give professionals instant access to our automotive experts. It delivers support you can count on when you need it and without the usual headaches.
Q. Are there tools or resources in the Help Centre that will help motor factors train staff or improve their product knowledge?
A. Yes, engaging with the new service provides seamless access to the Valeo Tech Academy. Additionally, motor factors and their garage customers can use Valeo Tech Assist. It’s a completely free platform that includes an e-training hub offering weekly live and on-demand webinars, empowering mechanics and distributor staff with comprehensive training programmes.
Q. Will the Help Centre provide advice on common fitment issues or troubleshooting questions that customers often ask?
A. Definitely. If a garage asks a factor “how should it be fitted?”, our team is on hand to provide practical guidance. For more complex application requirements or specific fitment issues, our dedicated UK technical hotline is ready to step in and provide fast professional answers. Plus, our digital library is packed with service bulletins and detailed assembly instructions to help troubleshoot common problems.
