Mack Trucks recently enhanced its uptime solutions through the expansion of its partnered services offering, enabling faster, more accurate diagnostics and improved communication so customers can get their vehicles back on the road quicker. Partnered services allows Mack to integrate innovative service providers into its unparalleled customer support environment.
The improved diagnostics results from the integration of Mack ASIST, Mack’s web-based fleet service management platform developed by Decisiv, with Truck Diagnostics System (TDS), a JPRO-based software solution from Mack’s partner Noregon that diagnoses engine, transmission, aftertreatment systems and all vendor components. Once TDS or JPRO software identifies a vehicle fault, a service case is automatically opened in ASIST and the customer has a quicker diagnosis of what’s wrong with the truck.
Customers will also know the severity of the problem and how long servicing will take, enabling them to make critical business decisions about what they need to do to handle the issue.
“The further integration of our Uptime Solutions offers customers an overall better experience,” says Stephen Roy, president of Mack Trucks North America. “Customers receive faster, more accurate information so they can make a repair decision, and the repairs are also started sooner because the case is automatically opened.”
The faster diagnostics expedites the check-in process at the Mack dealer and complements Mack GuardDog Connect, Mack’s proactive diagnostic and repair planning telematics solution.
GuardDog Connect has been standard on the Mack Pinnacle, Mack Granite and Titan by Mack models since 2013 and TerraPro concrete pumper models since early 2015. The solution 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.
GuardDog Connect now monitors more than 25,000 Mack models and has maximized customer uptime by reducing diagnostic and repair times by 70 percent and 21 percent respectively.
Mack also opened its Uptime Center near Mack headquarters in Greensboro, North Carolina, in 2014, housing personnel from every customer support function and tying them to Mack customers and dealers through Mack ASIST.
