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Volvo, Mack launch service program for more accurate estimates, write-ups

GREENSBORO, N.C. and LEHIGH VALLEY, Pa. -- Volvo and Mack have introduced a new system the companies say will provi...

GREENSBORO, N.C. and LEHIGH VALLEY, Pa. — Volvo and Mack have introduced a new system the companies say will provide customers with faster, more accurate service estimates and write-ups when their trucks require service.

MVASIST is a Web-based system that aims to simplify the first steps of the service process by providing the service writers with integrated fleet and manufacturer information. Service writers at Mack and Volvo dealerships will have instant access to parts information, service bulletins and customer-specific parts pricing, all of which is connected to the truck’s VIN and a customized fleet profile.

A fleet can customize its MVASIST profile to notify technicians how they want certain tasks performed. The program also allows Mack and Volvo service writers to provide more accurate and more comprehensive estimates, the companies say.

Fleets benefit, because they receive uniform service procedures and information, regardless of which Mack or Volvo dealer their truck is at.

“Our customers told us they wanted a more precise estimate of charges up-front and they want the estimate to match the invoice at the end of the repair,” said Dave Albert, Mack customer satisfaction marketing manager. “MVASIST directly addresses these two common requests by providing dealership service personnel with an intelligent, integrated write-up process that pulls vehicle specific parts and service information so service personnel can more accurately estimate the costs and the labour needed to complete the job. This is the most complete and versatile service estimating tool in the industry.”

“MVASIST is another aspect of Volvo’s ongoing commitment to customer satisfaction,” added Bill Dawson, senior vice-president, customer satisfaction with Volvo. “More than 60% of the J.D. Power Customer Service Satisfaction score is tied to the service initiation process. Providing customers with complete, accurate and timely estimates is a major part of a consistently superior customer experience.”

The MVASIST program was developed by Decisiv Inc.

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