Mack Trucks has integrated its MVASIST and OneCall Complete Care customer support network into a real-time system that will expedite repairs and maximize uptime, the company said. MVASIST, developed in cooperation with Decisiv, increases the efficiency of the service process by pulling together historically separate silos of information and placing them within a single web portal.
Adding OneCall to the program gives customers the ability to access technicians 24/7 to speed troubleshooting, routine service or warranty work, according to Mack.
“This unique platform allows dealers to deliver what fleet executives have identified as their most pressing needs, including clear communication on the status of a repair, accurate estimates and invoices, and consistency between service facilities,” said Dave Albert, Mack customer satisfaction program manager.
The program also provides on-road service support. Through OneCall, a technician can arrange for a tow or repair at a nearby Mack service center. Then, by utilizing MVASIST, the service center will be able to communicate with the fleet’s decision-makers on the repair process.
“Before MVASIST, the servicing dealer and the fleet would typically go through numerous phone conversations, voicemail, faxes and email, involving significant amounts of time,” said Albert. “With MVASIST, all communications, estimates and related documents for the service event and the vehicle involved are linked into one online folder.”