Arrival has announced a Service Network Program that will use the company’s digital Service Platform to train and certify any technician to service its vehicles. The Service Platform uses the data from Arrival’s vehicles and proprietary algorithms to enable existing service providers to repair and maintain its electric Vans and Buses.
- The Program will enable a repair and maintenance network for its Van and Bus customers that utilizes the company’s in-house developed digital Service Platform
- The Program will launch with four initial partners in the US: Amerit Fleet Solutions, Bridgestone, NAPA AUTO PARTS, and Valvoline
- And four initial partners in the EU: ARC Europe Group, Kwik Fit, Rivus Fleet Solutions and ZF
This will utilize existing networks of technicians and workshops, ensuring scalable coverage while helping maintenance and repair companies transition to electric vehicles.
Arrival has established four initial partners in the U.S.: Amerit Fleet Solutions, Bridgestone Retail Operations, NAPA AUTO PARTS, and Valvoline. The four initial partners in the EU are ARC Europe Group, Kwik Fit, Rivus Fleet Solutions and ZF.
Together these partners will help form the Arrival Service Network, with more than 21,000 workshops and 60,000 mobile service units across the two markets ensuring exceptional service to Arrival customers.
Powered by Arrival's Service Platform, partners will have access to repair and maintenance documentation, in person and online training, predictive and automated diagnostics, and the distribution of spare parts.
“We’re aiming to fundamentally change the way that maintenance, service and repair is performed using in-house software to create a next generation experience for our customers,” said Serge Sulgin, CEO of Arrival Solutions. “The Arrival Service Platform will provide a marketplace to connect EV users with skilled and certified service providers, giving them an end-to-end solution for the newest and most advanced products in their fleet and allowing us to scale our service network quickly and on-demand to meet our customers wherever they are. It will also give our partners the opportunity to upskill their workforce for the future of mobility.”
How it works
The Service Platform starts at the vehicle level, where on board sensors and embedded software constantly analyze the state of the vehicle and its components. This vehicle-specific information is maintained in the cloud, creating a real-time picture of the vehicle that allows Arrival to remotely determine which component needs service, rather than requiring technicians to manually diagnose an issue in the field. This remote capability is augmented by predictive models that aim to identify issues before they even occur.
The Platform then takes into account all the operations that are required to repair a vehicle based on the data received and builds an optimized work package determined by the criticality of the issue, the parts needed, the skill levels of the technician required and any additional supporting material needed. Customers will either be presented with scheduling options or an automatic selection based on their predefined criteria, and the Platform will orchestrate the coming together of resources to perform the repair.
If the technician encounters an unexpected issue, Arrival Service Engineers located strategically across markets remain on standby to provide remote support via chat and live sessions using smart glasses, or in-person if needed. To ensure customer satisfaction, the Platform carefully manages the people by delivering training, certification, and technical support directly to the technicians and helping them stay up to date. Automatic warranty authorization and easy job documentation further support the technician through the entire process and minimise any paperwork required.
This new approach to servicing vehicles will ensure consistent, convenient access for customers through established and respected operators. Arrival will continue to add partners to the Network as production ramps up.
US Service Partner Quotes:
“Arrival is an electric vehicle leader, and we’re looking forward to supporting their customers by offering service and support programs across the US,” said Amerit’s CEO Dan Williams. “With over 1500 trained and certified technicians across the country, and our customized approach to service programs, Amerit is ideally suited to rapidly scale maintenance and repair services to Arrival customers.”
“With more than 2,200 retail stores nationwide, the service network of Bridgestone Retail
Operations is extensive,” said Marko Ibrahim, president, Bridgestone Retail Operations. “We are proud to partner with Arrival to offer their customers complete tire and automotive
service as we expand and evolve our offering to include next-generation electric vehicles.”
“We are thrilled for NAPA to kick off our partnership with Arrival in the U.S. and participate in this innovative approach to aftermarket service and repairs,” said Paul Donahue, Chairman and CEO of Genuine Parts Company. “Our partnership is an excellent example of the many exciting opportunities presented by emerging automotive technologies such as electric vehicles. Through our U.S. network of more than 17,000 NAPA AutoCare Centers, and thousands more globally, we are well-positioned to provide Arrival’s customers with effective service solutions.”
“Valvoline’s quick, easy, trusted approach to vehicle maintenance is the perfect complement to Arrival’s mission to create a ‘radical impact’ in cities across the nation,” said Heidi Matheys, Chief Marketing & Transformation Officer of Valvoline. “Our nearly 1,500 service centers across the U.S. offer exceptional service that will quickly and efficiently meet the needs of Arrival’s clients. We are thrilled to see the Valvoline-Arrival partnership come to fruition.”
EU Service Partner Quotes:
“ARC Europe is developing a pan-European electric service network to prepare a smooth transition towards electric mobility and to power up user electric journey experience,” said Suneil Walia, International Business Manager for ARC. “Leveraging on our expertise in the electric field, we are currently in advanced discussions with Arrival to put in place a tailored mobility partnership to assist their customers and grant them peace of mind.”
“Kwik Fit is delighted to be working with Arrival in the capacity of garage network support in both the UK and Netherlands,” said Dan Joyce, UK Fleet Director, Kwik Fit LTD. “It is our purpose to keep our customers safe on the road and provide peace of mind motoring. The strategic partnership with Arrival underlines our desire to provide innovative solutions to a broader base of customers, namely within the electric vehicle space. We have invested heavily in technician development and network capability in recent years, we are excited to see how the partnership can support this area further.”
Thomas Maerz, Chief Development Officer of Rivus Fleet Solutions commented: “We are excited to be a preferred partner for Arrival. We believe Arrival will be a strong player in the LCV space, with a compelling and unique offering. Our customers are eager to hear about new vehicles that are available and suitable. The customers we fleet manage, some of the largest critical fleets in the UK, are moving to EVs at a rapid pace, therefore we are already the market and thought leaders in electric vehicles. We are excited to be asked to support Arrival as they launch their new zero emissions products.”
ZF Friedrichshafen AG’s leading aftermarket and fleet solutions portfolio is built on its strong brands; Lemförder, Sachs, TRW and WABCO. A broad product and service offering, advanced connectivity solutions for digital mobility management and a global service network, support and enhance the performance and efficiency of all vehicle types throughout their life cycle. The company’s aftermarket organization is both an architect and pacesetter for the Next Generation Aftermarket and the preferred partner for fleet and aftermarket customers worldwide.