Decisiv, Inc., a provider of an advanced web-based technology designed to enable more informed and timely decisions critical to maintaining commercial vehicles, announced the implementation of its Decisiv Service Management Platform for W.W. Williams, one of the nation’s largest Detroit Diesel-Allison distributors. The implementation has been completed in eight of the company’s Customer Support Centers.
W.W. Williams credits the roll out of the QuoteIT platform for enhancing customer service by enabling faster turnaround time through improved communication, and with improving shop efficiency. The platform does this by enabling consistency in the service estimating and repair process. By this fall, the company expects implementation to be completed at all 20 of its Detroit Diesel-Allison locations.
Founded in Columbus, Ohio in 1912, W.W. Williams is one of the largest industrial distribution, repair and service companies in the U.S. Operating Customer Support Centers in ten Midwestern, southeastern and southwestern states. The company represents, services and remanufactures Detroit Diesel and Mercedes-Benz diesel truck engines, Allison automatic transmissions, power generation units and transport refrigeration equipment. W.W. Williams is also a member of the WheelTime network, which comprises more than 175 service locations across the U.S. and Canada.
“QuoteIT helps us fulfill our WheelTime Promise to our customers to fix their vehicles right the first time, to keep them informed every step of the way and to get their vehicles back on the road quickly,” stated Wally Williams, operations analyst at W.W. Williams. “For a majority of repairs, we can now provide a quote to a customer within minutes of diagnosing the problem, and by putting detailed pricing in the hands of customers quickly we obtain repair authorizations faster, which has improved our shop efficiency and helped speed the return of vehicles to the road.
“QuoteIT also enables us to be more consistent with pricing in our Customer Support Centers,” Williams added. “The Decisiv platform’s ability to provide standard operation notes and link manufacturer’s technical information to each service operation improves quality and reduces comebacks. Our service advisors also like how we can instantly see related services for each estimate so they are prompted to discuss items that could benefit the customer.”
Decisiv is also working with W.W. Williams to integrate QuoteIT with its Service Tracking system and SX.e, its ERP solution supplied by Infor. Initial integration includes pulling real time customer, vehicle and parts data into QuoteIt and pushing write-up details and notes into W.W. Williams’ scheduling and tracking system. Future integration points will include transferring write-up information from the Decisiv platform to SX.e for generating repair orders based on approved estimates.