New Uptime Center advances Volvo, Mack customer commitment

June 2015

Volvo Trucks North America has opened its new North American Uptime Center, bringing together key resources to ensure that customers’ trucks keep moving. The 123,000 square-foot Uptime Center consolidates the people and systems needed to monitor and respond to vehicle issues in real time, help dealers troubleshoot difficult cases and find the necessary parts for repair.

The operational teams responsible for customer Uptime had been in different locations in Greensboro NC, where Volvo Trucks’ North American headquarters is located. A key benefit of the Uptime Center is that Uptime support employees now can frequently and easily interact with one another face-to-face, allowing increased flexibility and faster response times.

“Bringing these professionals together under one roof allows them to collaborate and prioritize more quickly and effectively,” said Göran Nyberg, president, Volvo Trucks North American Sales and Marketing. “We owe it to our customers to make our superior service and support even better. They don’t make money if their trucks are not running.”

The Uptime Center physically pulls together the personnel and services that already had been working together to keep Volvo trucks productive. Volvo’s philosophy is that technology alone won’t get the job done. Uptime also requires the active involvement of dedicated professionals every step of the way.

On the front line of the Uptime Center are the Volvo Action Service agents who work directly with customers, dealers, and Volvo representatives to resolve problems as quickly and efficiently as possible. They also rely on the work of product reliability engineers, who are responsible for diagnostics, developing service information and dealer tools, and ensuring issues are addressed.

Other members of the Uptime Center team focus on assisting the dealer in helping the customer. Dealer support personnel help troubleshoot challenging cases, manage warranty claims, and resolve information technology issues. Parts specialists assist dealers in sourcing and managing parts, and work with suppliers and production plants to fulfill orders.

These highly trained professionals operate and manage three integrated services that are core to Volvo’s commitment to customer Uptime:

These highly trained professionals operate and manage three integrated services that are core to Volvo’s commitment to customer Uptime:

  • Volvo Action Service–Volvo’s well-trained and seasoned staff of Uptime experts provide 24/7 support. They can intervene proactively if they detect potential problems, and they ensure a rapid response in the case of breakdown.
  • ASIST–Volvo’s service management platform offers a web-based tool for monitoring vehicle status and managing estimates, repair approvals, purchase orders and communications with dealers. ASIST documents all the interaction among customers, dealers and Volvo, including Remote Diagnostics activity, to ensure everyone knows exactly where a case stands at any moment.
  • Remote Diagnostics–Volvo’s telematics-based proactive diagnostic and repair planning system monitors critical fault codes. Remote Diagnostics identifies what parts will be needed and provides technicians with straightforward repair instructions – even before the truck arrives for service. Remote Diagnostics can reduce the diagnostic time by up to 70 percent and lower repair time by more than 20 percent. About 50,000 Volvo trucks are equipped with the system, which has been standard on all Volvo-powered models since 2013.

Mack executives also stressed the importance the new Uptime Center. “The Uptime Center facilitates the balanced mix of technology, live expert support and proactive communication we need to quickly deliver solutions that directly impact customers’ bottom lines,” said Stephen Roy, president of Mack Trucks North American Sales and Marketing. “It’s yet another signal to our customers that Mack’s got their backs.”

Mack Uptime solutions managed through the Uptime Center include:

Mack Uptime solutions managed through the Uptime Center include:

  • Mack OneCall agents offer critical support to customers experiencing planned or unplanned service events, including scheduling service and repairs. Mack OneCall agents address and respond to potential service events as they are proactively identified through the Mack GuardDog Connect telematics solution. Using ASIST to provide service management structure, OneCall agents communicate with the customer, dealer and, if necessary, other Uptime Center colleagues to ensure the repair service is completed with as little inconvenience as possible.
  • Mack ASIST is Mack’s web-based fleet service management platform that ensures timely information sharing, communication and tracking of a service event among the customer, dealer, and Uptime Center staff.
  • Mack GuardDog Connect–Mack’s proactive diagnostic and repair planning system monitors fault codes that could potentially shut down a truck or lead to an unplanned visit to the dealer. GuardDog Connect enables quick diagnosis of issues, proactive scheduling for repairs and confirmation that needed parts are in stock and ready to install, all while the truck is still on the job.
  • Reliability–As the main point of contact for field-based personnel, these experts are responsible for identifying issues, developing service information and delivering service campaigns to resolve the issue.
  • Dealer support–In addition to offering technical support, troubleshooting and issue resolution to Mack’s dealer network, dealer support staff also provide technical software assistance for truck diagnostic tools.
  • Parts ordering
“New Uptime Center advances Volvo, Mack customer commitment.”, 17 Dec 2014. Web. 30 June 2015.