MVASIST Gives Mack Customers More Uptime, Control Over Service Experience
TAMPA, FL (February 8, 2010) – MVASIST, an Internet-based system from Mack Trucks, Inc., gives truck fleet managers control over their service experiences. MVASIST brings all information and communication about a truck service event into one online folder. This advance streamlines communications and the service write-up process to improve vehicle uptime, reduce costs and increase customer satisfaction.
MVASIST addresses concerns and complaints voiced by fleet managers about typical industry-wide truck service customer experiences in a study released by the Technology and Maintenance Council (TMC) of the American Trucking Associations in 2009. MVASIST makes possible:
- Consistent service processes
- Fleet- and truck-specific information tied to each service event
- Complete, timesaving, recorded online communications between service providers and the customer.
Mack dealers and service providers use MVASIST to assemble consistent, complete, professional estimates of service recommendations, including standard repair times, regardless of which dealer in the Mack network performs the service. The system also delivers fleet and vehicle-specific information, including warranty coverage and previously negotiated parts pricing. More than 240 dealers in the Mack network are currently enrolled in the MVASIST system, with full participation planned for the end of 2010.
A typical service event for a Class 8 truck generates numerous communications between the dealership and the fleet customer. Before MVASIST, this might include phone conversations, voicemail, faxes and email, involving significant amounts of time – with the potential for misplaced information, delayed responses and confusion. To make the situation more demanding, most fleets typically have multiple trucks in for service at the same time, whether for scheduled maintenance or unscheduled repairs.
With MVASIST, all communications, estimates and related documents are linked to the service event and the vehicle involved. Customers and service providers can see the entire record for each service event online, ensuring busy managers avoid downtime caused by missing paperwork, voice mail and “telephone tag”.
MVASIST puts detailed information about each truck and fleet at the fingertips of Mack service providers the moment a truck enrolled in the system comes into the dealership. This includes the vehicle identification number (VIN), specific information regarding each truck, the customer’s authorization and approval process, contact information, fleet-specific inspection checklists, MVPreferred parts pricing and more.
The service provider uses that information to generate a consistent and accurate estimate. Each service procedure produces a parts list based on the specific vehicle’s build record, along with a list of related operations (for example, including the cost of engine coolant in a cooling system repair estimate). The estimate is then reviewed and approved online by the authorized fleet manager.
All communications regarding a specific estimate and service event are stored in the online folder. This enhances accuracy of service, and ensures customers and service providers are working from the same understanding. Service-related files, such as photographs and diagrams, can also be attached to the communications string.
Dedicated to quality, reliability, and total customer satisfaction, Mack Trucks, Inc. has provided its customers with innovative transportation solutions for more than a century. Today, Mack is one of North America’s largest producers of heavy-duty trucks, and MACK® vehicles are sold and serviced in more than 45 countries worldwide. All Mack manufacturing locations are certified to the internationally recognized ISO 9001 standard for quality and ISO 14001 standard for environmental management systems. Mack is also a proud sponsor of Share the Road, an American Trucking Associations' public information campaign aimed at enhancing the safety of our nation’s roadways.
Mack Trucks, Inc. is part of the Volvo Group, one of the world's leading manufacturers of trucks, buses and construction equipment, drive systems for marine and industrial applications, aerospace components and services, and one of the world's leading producers of heavy-diesel engines (9-16 liter). The Group also provides complete solutions for financing and service. The Volvo Group, which employs about 96,000 people, has production facilities in 19 countries and sells their products in more than 180 markets. Volvo Group sales for 2009 amounted to approx. 29 BUSD. The Volvo Group is a publicly-held company headquartered in Gothenburg, Sweden. Volvo Shares are listed on Nasdaq OMX Nordic Exchange and are traded OTC in the U.S.
For more information about Mack, visit our Web site at www.macktrucks.com