Today, DAFaid is a 24/7/365 support service performing roadside repairs and recoveries for truck operators of all types. DAFaid is delivered through the DAF Dealer network; the UK truck industry’s largest dealer network comprising 129 locations, over 500 dedicated roadside technicians and supported by more than 1500 IRTEC-accredited workshop technicians.
Back then
DAFaid was devised in the UK specifically for UK DAF operators, and as an extension of DAF’s Europe-wide International Truck Service (ITS) roadside support programme which became operational in 1973. DAFaid was also groundbreaking in that it ‘secured a guarantee of payment’ for roadside repairs.
Weekly calls to DAFaid’s call centre in Hanwell, London, for the remainder of 1974 totalled just 133, at a time when 1,185 DAF vehicles were registered in the UK. Three years later, 1977 year-end registrations had risen to 4,142 with DAFaid taking a total of 1283 calls.
The UK’s leading transport trade magazine, Commercial Motor, also covered the news of DAFaid’s launch.
Today
By contrast, DAFaid today handles around 100,000 jobs every year, dealing with a range of incidents relating to trucks, including non-DAF marques, trailers, buses and even agricultural equipment. Impressively, average call pick-up at DAFaid’s call centre in Walsall, which has been operated by the RAC since 1992, is just eight-seconds, with average travel time to jobs in around 50-minutes, and over 80% of jobs completed at the roadside. Average time from initial call to being back up-and-running is 110 minutes.
For many, DAFaid is described as an emergency service, with countless stories of DAF Technicians going the extra mile to ensure vehicles are returned to the road.
DAFaid management moves
Coinciding with its 50th anniversary, DAF sees the appointment of Andy Mudie as DAFaid & Aftersales Systems Manager, replacing Matt Coates who will now head-up DAF’s training portfolioat the company’s head-office in Haddenham. Andy’s change in role comes after a successful stint managing DAF’s Aftersales help-desk.
“It’s quite humbling to see how far DAFaid has come in 50-years,” said Andy Mudie, “DAFaid today is a huge and complex organisation, and a pivotal part of the overall business for DAF in the UK. For me, DAFaid is the epitome of the DAF brand and indicative of the good name DAF enjoys in the UK. Commitment and passion exist in abundance,” he said, “and a sheer determination to do what’s right by our customers. I’m enormously proud and privileged to be handed such an important role within the business, and my firm intent is to maintain DAFaid’s position as the UK truck industry’s number one roadside assistance service.”