GREENSBORO, N.C. — Mack Trucks has integrated its Web-based MVASIST service platform with OneCall, which provides customers with access to trained technicians 24/7, the company announced.
The result provides customers with a turnkey system for breakdown support and service management and maintenance, the company claims.
“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 original MVASIST, developed in partnership with Decisiv, took information that was previously stored in separate silos and combined it into one online location to allow truck owners to better track maintenance and repair activities.
By integrating OneCall, customers will enjoy more effective and efficient communication, Mack says. A OneCall technician, for instance, will arrange for towing or repair at a nearby Mack service centre and using MVASIST, the service centre will keep the customer informed and enjoy direct communication with fleet decision-makers.
“Before MVASIST, the servicing dealer and the fleet would typically go through numerous phone conversations, voicemail, faxes and email, involving significant amounts of time. With MVASIST, all communications, estimates and related documents for the service event and the vehicle involved are linked into one online folder,” said Albert. “With MVASIST, confusion is eliminated, time is saved, repairs are done efficiently and trucks get back on the road faster.”
Most Mack dealers are already using MVASIST with the remainder to be taking part by the end of 2010, Mack says.
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