Mack MVASIST, OneCall Complete Care integrated

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Mack Trucks Inc. says coordinating fleet repairs and maintenance just got even easier, thanks to a new capability integrated into its MVASIST, a Web-based system that lets fleet managers, service providers and now the Mack OneCall Complete Care customer support network work together – in real time – to expedite repairs and maximize uptime.

Developed through a partnership between Decisiv Inc. and Mack, MVASIST is designed to give fleet customers the technology to improve communications, manage costs, reduce downtime and maximize performance for every truck. At the same time, the Mack service network is able to improve service processes and boost customer satisfaction.

The original MVASIST platform increased the efficiency of the service process by pulling together historically separate silos of information and placing them within a single Web portal. Now, Mack and Decisiv have integrated MVASIST with the Mack OneCall support network, which is designed to provide customers with fast, reliable 24/7 access to trained technicians capable of diagnosing and troubleshooting repair, routine service or warranty work.

Mack says the combination of MVASIST and OneCall gives fleets a turnkey system for breakdown support and service management and maintenance. “This unique platform allows dealers to deliver what fleet executives have identified as their most pressing needs, including clear communication on the status of a repair, accurate estimates and invoices, and consistency between service facilities,” says Dave Albert, Mack customer satisfaction program manager.

A OneCall technician will arrange for towing or repair at a nearby Mack service center. Using MVASIST, the service center then will be able to communicate directly and accurately with fleet decision-makers. Mack dealers and service providers use MVASIST to assemble consistent, complete, professional estimates of service recommendations, including standard repair times, regardless of which dealer in the Mack network performs the service.

The system also delivers fleet and vehicle-specific information, including warranty coverage and previously negotiated parts pricing. The fleet manager has the ability to authorize or deny service steps, share information and options, and receive status alerts during the entire service event.

“Before MVASIST, the servicing dealer and the fleet would typically go through numerous phone conversations, voicemail, faxes and e-mail, involving significant amounts of time,” Albert says. “With MVASIST, all communications, estimates and related documents for the service event and the vehicle involved are linked into one online folder. With MVASIST, confusion is eliminated, time is saved, repairs are done efficiently, and trucks get back on the road faster.”

MVASIST also allows the option of being proactive in planning and scheduling routine inspections and service. A service adviser can recommend appropriate maintenance, and fleet managers can, at a glance, see the vehicle’s history and decide on additional service.

“When Mack service centers and fleets communicate well, we know that customer service improves, the operating health of the vehicle improves, and fleet managers spend less time overseeing and processing repair and maintenance,” Albert says. A majority of dealers in the Mack network currently are enrolled in the MVASIST system, with full participation planned for the end of 2010.