The intent of the system, said Mack vice president of marketing John Walsh, is to keep wheels and revenues rolling by strengthening communication among the truck, driver, customer and 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.
“We at Mack are committed to having our customers’ backs,” said Walsh. “Our new telematics-based solution, GuardDog Connect, clearly demonstrates our determination to ensure that our customers keep their trucks on the road where they should be.”
Like a true watch dog, the GuardDog maintenance monitoring system keeps an eye on the truck and makes the driver aware of potential issues, he explained. If the situation is something like a clogged filter, low fluid level or upcoming recommended service interval, GuardDog sends a message to the driver via the Mack Co-Pilot display on the dash.
Serious situation triggers
The new GuardDog Connect solution, which is fully integrated into the truck when manufactured, kicks in should a more serious situation be detected, noted Walsh.
This triggers a series of events that starts with an automatic alert to Mack OneCall - Mack’s 24/7 customer support center staffed by trained support specialists. Upon receiving the notification and while the driver continues working, the Mack OneCall team immediately evaluates the situation.
A case is opened in the Mack ASIST web-based fleet service management platform, the owner or fleet service manager is contacted and the repair planning process begins through a customer-chosen dealer. This process includes verification that a bay and the necessary parts are available, while Mack OneCall electronically sends repair instructions to the dealer.
Every step of the process happens within minutes of the initial GuardDog Connect heads-up and is constantly managed by Mack OneCall, Walsh said. The end result is that technicians are fully prepared when the truck arrives, getting the customer back on the road faster.
“Customers have enough on their minds today without having to worry about the time it takes to diagnose a problem with their vehicle, and get the situation addressed,” Walsh said. “GuardDog Connect simplifies the repair process for drivers and fleet managers, combining purposeful telematics technology with the know-how of the Mack support network to keep customers rolling.”
GuardDog Connect will come standard and free of charge for two years on Model Year 2015 Mack Pinnacle, Titan and Granite models scheduled to roll out in January 2014.
GuardDog Connect is part of Mack Pedigree Uptime Protection - an integrated suite of service and support solutions including Bulldog Service Management, Bulldog Parts Purchasing, Bulldog Financing and Bulldog Asset Protection.
Mack also installs QR codes on the driver’s side door frame of all models during assembly. QR codes can be quickly scanned with a tablet or other mobile device when a truck arrives for service at a Mack dealer, allowing rapid access to the truck’s information and service history and automatically launches Mack ASIST, further expediting the dealer check-in process.
Combination of new integrated product with new integrated service and support package delivers total business solution