Exceptional customer experience essential to business success24/10/13
Managing Director Adam Barnard said the Perth-based company is in a growth phase that is centred around developing new markets and exceeding customer expectations. When he called for tenders for new vehicles, he was looking for a supplier that would offer outstanding vehicle reliability and a high level of responsive support.
“We are the biggest coach charter provider in Perth,” Adam said.
“In 2012, we acquired Australian Pinnacle Tours, one of WA’s major tourism providers, and we realised we needed to significantly increase our fleet to meet the big increase in tourist numbers.
“We have high expectations of our supplier partners. In deciding which coach chassis to choose, we looked not only at price, but reliability, availability of spare parts, service, and fuel economy.”
For his first delivery, Adam chose two Volvo BR9 two-axle coaches, and three B11R three-axle coaches, all with Irizar bodies.
The BR9s will be used as part of the Pinnacle Tours brand, which operates day touring and some extended touring routes. The wheelchair-accessible B11Rs will be used for corporate charters and as part of the APT west coast tourism program including extended routes up to 21 days long, from Perth to Darwin.
“The conditions can be very harsh on these routes, so reliability is absolutely critical,” Adam said.
As part of the new bus hand over, Volvo Bus is conducting driver and service staff training, including a full day theory component. Volvo will also offer 24 hour technical advice to support the ADAMS in-house team, which operates from a 55,000 sq. m depot at Malaga, WA.
Adam is looking to expand his business into the public transit sector, and is looking forward to trialling a Volvo hybrid bus on metro passenger routes.
“We’re already operating in the mining, tourism and government transport sectors. Our long term goal is to enter the public transit sector and we’re definitely interested in Volvo’s low floor hybrid. It’s important to us to be at the forefront in the industry with innovative products. You have to lead from the front, with your competitors following.
“Success comes from diversity and innovation. We started with one coach in 2005, and now we have a fleet of 65 vehicles and 130 staff.”