Volvo, Mack say MVASIST gives customers control over service

MVASIST from Volvo Trucks North America and Mack Trucks gives customers control over their service experience to improve vehicle uptime, reduce time fleets spend on the service process and increase customer satisfaction, the truck makers said Monday, Feb. 8.

MVASIST is an Internet-based system that keeps together all information and communication about a truck service event in one online folder to streamline communications and the service write-up process. It allows Volvo and Mack service providers to deliver consistent service processes. Fleet- and truck-specific information is tied to each service event. And MVASIST furnishes a complete record of in-context communication between service provider and customer available online so that all involved in the service event are on the same page, reducing misunderstandings and delays.

The result is consistent, complete and professional estimates of service recommendations, including standard repair times, regardless of which dealer in the Volvo/Mack network performs the service. At the same time, MVASIST makes dealer service personnel aware of fleet- and vehicle-specific information, such as warranty coverage, previous service performed and negotiated parts pricing.

The truck makers say MVASIST addresses concerns and complaints that were voiced by fleet managers about the typical industrywide truck service customer experience in a study released in 2009 by the Technology and Maintenance Council of the American Trucking Associations. More than 240 dealers in the Volvo/Mack network currently are enrolled in the MVASIST system, with full participation planned for the end of 2010.

With MVASIST, all communications, estimates and related documents are linked to the service event and the vehicle involved. Customers and service providers can see the entire online communications record for each service event (known as “in-context communications”), ensuring busy managers avoid the downtime caused by voice mail and “telephone tag.”

MVASIST makes detailed information about each truck and fleet available to Volvo and Mack service providers the moment a truck enrolled in the system comes into the dealership. This includes vehicle identification number (VIN), specific information regarding each truck, the customer’s authorization and approval process, contact information, fleet-specific inspection checklists, MVPreferred parts pricing and more.

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The service provider uses that information to deliver a consistent and accurate estimate for service. Each service procedure listed produces a parts list based on the specific vehicle’s build record, along with related operations (for example, including the cost of engine coolant in a cooling system repair estimate). The estimate then is reviewed and approved online by the authorized fleet manager.

All communications regarding a specific estimate and service event are linked in the online folder, enhancing the accuracy of service and ensuring customers and service providers are working from the same page. The communication string also can include related files, such as photographs of components and diagrams.