Volvo Trucks North America and Mack Trucks recently renewed their contracts with Decisiv, provider of ASIST, a web-based service relationship management tool. ASIST keeps fleet customers, dealers and service providers, Mack and Volvo field personnel and Volvo and Mack Uptime Center agents connected during service and repair events.
Volvo and Mack have collaborated with Decisiv on ASIST for more than 10 years. The first iteration came in the form of an estimating tool for dealers, but since then, ASIST has progressed to become an essential component of the truck builders’ uptime service offerings.
“One of the ways we maximize vehicle uptime is by providing fleet customers with real-time actionable information in order to make the best possible repair decisions,” said Conal Deedy, director of connected vehicle services for Volvo Trucks. “The ASIST tool seamlessly integrates with our Remote Diagnostics telematics platform to quickly and effectively communicate information to our customers and dealers concerning monitored service events.”
David Pardue, Mack vice-president of connected vehicle & uptime services, added: “ASIST allows us to provide valuable information to decision makers in real time, helping to expedite repairs and maximize uptime. Extending our partnership with Decisiv will enable us to continue delivering the uptime solutions our customers depend on.”
Volvo’s Remote Diagnostics telematics platform has dramatically increased customer uptime by proactively monitoring key truck components for critical fault codes including the engine, I-Shift automated manual transmission and aftertreatment systems. If a potential issue is detected, the system evaluates the code, provides a detailed analysis for repair planning and ensures repair instructions and parts are available, all while the truck remains in service.
Information about a potential issue is captured and communicated electronically through ASIST, providing the customer, dealer and Volvo Uptime staff actionable information for quick decision making. Utilized across the entire Volvo dealer network, ASIST provides customers a consistent service experience along with up to date service bulletins, recalls, network service history, and warranty status.
Mack’s approach to uptime begins with Mack GuardDog Connect, a proactive diagnostic and repair planning system. GuardDog Connect monitors fault codes that could potentially shut down a truck or lead to an unplanned visit to the dealer. The system enables quick diagnosis of issues, proactive scheduling for repairs and confirms parts availability, all while the truck is still on the job.
Mack ASIST consolidates communication through the entire process, allowing all parties to remain informed on the status of their vehicle before, during and after a service event. It also allows for a consistent customer service experience across the Mack dealer network including real-time updates to fleet customers.
Mack GuardDog Connect and Mack OneCall along with ASIST by Decisiv provide the foundation for both current and future opportunities to help fleet customers maximize their uptime and reduce their total cost of ownership.