Mack MVASIST and OneCall Complete Care integrated

Sept. 7, 2010
Innovative service management system, now even more effective

Coordinating fleet repairs and maintenance just got even easier, thanks to a new capability integrated into MVASIST from Mack Trucks, Inc. MVASIST is 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 gives 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 dramatically 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. Mack OneCall provides customers with fast, reliable, 24/7 access to trained technicians capable of diagnosing and troubleshooting repair, routine service or warranty work. 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,” said Dave Albert, Mack customer satisfaction program manager.

Mack customers, already familiar with OneCall, will appreciate the added benefit of more effective and efficient communication when they need it most. An OneCall technician will arrange for towing or repair at a nearby Mack service center. Using MVASIST, the service center will then 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 email, involving significant amounts of time. With MVASIST, all communications, estimates and related documents for the service event and the vehicle involved are linked into one online folder,” said Albert. “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 advisor can recommend appropriate maintenance, and fleet managers can, at a glance, see the vehicle’s history and decide on additional service.

One Mack customer, for example, has customized the MVASIST tool to automatically recommend an inspection of tires, lights, seat belts and safety equipment whenever one of its tractors is at a dealer for service work.

Another Mack customer sees clear cost savings through the MVASIST efficiencies. “This new technology helps to improve productivity in workflow and business processes,” said David Normandin, president of Braun’s Express, which operates throughout the eastern U.S. with a fleet of 85 Mack tractors and 26 Mack straight trucks.

“The platform enables us to communicate effectively with dealers, and it gives us the ability to easily view, efficiently manage and audit our service activity at all terminals and for all power units. With MVASIST, things do not slip through the cracks. It is a great management tool.”

“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 said.

A majority of dealers in the Mack network are currently enrolled in the MVASIST system, with full participation planned for the end of 2010.

Sponsored Recommendations

ZEUS+: The Cutting-Edge Diagnostic Solution for Smart, Fast, and Efficient Auto Repairs

The new ZEUS+ simplifies your diagnostic process and guides you through the right repair, avoiding unnecessary steps along the way. It gives you the software coverage, processing...

Diagnostic Pre- and Post-scan Reports are Solid Gold for Profitability

The following article highlights the significance of pre-scans and post-scans, particularly with Snap-on scan tools, showcasing their efficiency in diagnosing issues and preventing...

Unlock Precision and Certainty: TRITON-D10 Webinar Training for Advanced Vehicle Diagnostics

The TRITON-D10 lets you dig deep into the systems of a vehicle and evaluate performance with comparative data, systematically eliminating the unnecessary to provide you with only...

APOLLO-D9: Trustworthy Diagnostics for Precision Repairs

The APOLLO-D9 provides the diagnostic information and resources you need to get the job done. No more hunting through forums or endlessly searching to find the right answers. ...

Voice Your Opinion!

To join the conversation, and become an exclusive member of Vehicle Service Pros, create an account today!