With factory-backed servicing on the rise among Australian transport fleets, Isuzu Trucks is closely monitoring the shift across its extensive dealer network.

As customer expectations evolve, many Original Equipment Manufacturers (OEMs) are moving away from a product-only focus to offer integrated solutions that pair high-quality vehicles with tailored servicing options.

Isuzu Trucks has long set the standard in aftersales support, and today, Australia’s top-selling truck brand is experiencing strong uptake in its popular Service Agreement packages.

Factory-Backed Making a Comeback

According to Glenn Jones, Isuzu Australia Limited’s (IAL) National Service Business Manager, multiple drivers are influencing the return to OEM-backed service and repairs.

“Both our own data as well as a range of domestic and international sources are tracking this change in consumer behaviour and there’s several factors feeding into it,” he said.

“In-house, on-site or third-party service and repair certainly has its place and can be well suited to some transport reliant fleet operations.

“Although, like any business overhead, the outlay required by businesses to not only employ and retain professional technicians, but also maintain training and product knowledge standards, can be significant and prohibitive,” Mr Jones said.

“Understandably, the key concern for majority of fleets is uptime and total-cost-of-ownership equations - this is where the case for OE service and repair becomes all the more compelling for a range of reasons.”

Strategic Service Offerings

IAL’s refreshed Service Agreement program has gained considerable traction in recent years, following a company-wide push to modernise and improve the offering.

The agreements come in a flexible, tiered structure, allowing truck operators to manage service costs more consistently with regular, planned payments rather than unpredictable maintenance spikes.

Over the past five years, Isuzu has seen the volume of active service agreements across its dealer network double—an indicator of growing customer confidence in the system.

“What we’ve seen in recent years is a re-awareness campaign unfold throughout our network, with Isuzu dealers working to re-educate operators on the benefits of this innovative approach to servicing and vehicle uptime,” Mr Jones said.

Support at the Core

“We’ve tracked things pretty closely in that time and we’ve seen some interesting results emerge,” Mr Jones said.

“Not all our top performing dealers in this space hail from the major metropolitan sites as might be expected. Some are located in regional centres or in our smaller city centres, from Tasmania up to Queensland.

“Hailing from one end of the country to the other, these dealerships are performing exceptionally well within a broader network context, however, importantly, it’s their customer base that are ultimately reaping the rewards,” Mr Jones added.

“Regardless of location, savvy truck operators are increasingly looking to identify and take advantage of genuine operational efficiencies, under the right circumstances - something our agreements can deliver,” he said.

“Beyond the financial benefits of more predictable, monthly instalments, the service agreement model ticks a number of boxes for a range of business types and road transport applications.

“When you package this up with the standard of quality of an Isuzu product, it’s any wonder truck operators are increasingly looking towards their dealerships as the most logical and cost-effective aftersales solution,” Mr Jones concluded.


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