Mack Trucks Improves Uptime through Customer Experience Management Approach
LOUISVILLE, KY (March 22, 2018) – Mack Trucks recently extended its industry-leading commitment to uptime by incorporating a new process that efficiently and effectively captures customer feedback regarding their service experience.
During the first year of using the new Customer Experience Management approach, Mack slashed by 50 percent the time it took to address outstanding customer service issues.
“There is great value in capturing the voice of the customer because it allows us to equip ourselves and our dealers with more immediate information to improve our response and therefore increase customer satisfaction,” said David Pardue, vice president of connected vehicle and contract services with Mack Trucks.
As part of the new process, Mack uses digitally-distributed, easy-to-complete surveys to collect customer feedback during key service touchpoints that impact overall satisfaction, such as communication during the repair process, total time required for a repair, the availability of parts and the likelihood that the customer would recommend working with the service professional who assisted them. Dealers and the Mack uptime organization use that information to help identify the root causes of any issues and improve processes.
Surveys are triggered by the Mack ASIST web-based service management system, making it easier for customers to respond and giving them a direct line of communication with Mack Trucks and its dealers. The result has been a 40 percent improvement in response rate, driving improved operations, including an increase in dealership staffing and warranty training for sales representatives.
“Customers have reported they are very pleased to get a personal response to their feedback,” Pardue said. “That acknowledgement, as well as the fact that their feedback was used to make changes, goes a long way toward building trust and demonstrating that we value their time and opinions.”
Feedback can be categorized according to a number of parameters, including location, whether the customer visited his home dealership or another dealer in the network, as well as service performed at a Mack Certified Uptime Center vs. a non-certified dealer location. Ongoing survey data will continue to show areas where Mack dealers and Mack OneCall™ uptime agents can deliver improvements.
Currently, two surveys are available to Mack customers. A dealer survey was launched in February 2017 and a call center survey was released in December 2017. An additional survey for the truck sales and delivery process is currently in development.
Mack Trucks recently extended its industry-leading commitment to uptime by incorporating a new process that efficiently and effectively captures customer feedback regarding their service experience.
Mack® trucks are sold and serviced through an extensive distribution network in more than 45 countries. Mack trucks, diesel engines and transmissions sold in North America are assembled in the United States. Mack manufacturing locations are certified to the internationally recognized ISO 9001 standard for quality, ISO 14001 standard for
environmental management systems and OHSAS 18001 standard for health and safety 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 is part of the Volvo Group, which is driving prosperity through transport and infrastructure solutions, offering trucks, buses, construction equipment, power solutions for marine and industrial applications, financing and services that increase customer uptime and productivity. Founded in 1927, the Volvo Group is
committed to shaping the future landscape of sustainable transport and infrastructure solutions. The Volvo Group is headquartered in Gothenburg, Sweden, employs almost 100,000 people and serves customers in more than 190 markets. In 2020, net sales amounted to about $36.8 billion. For more information, please visit www.volvogroup.com.