Volvo Trucks and Mack Trucks continue uptime support through COVID-19 pandemic

Volvo Trucks North America continues to provide customers with uptime support amid the current COVID-19 situation. As always, Volvo Action Service (VAS) is enabling customers to connect with highly trained uptime experts for 24/7 assistance to quickly manage service, connectivity solutions, schedule repairs, and tackle any other issues they experience amid the pandemic to ensure maximized uptime.

“With COVID-19, it’s more important than ever for trucks to remain on the road, delivering much-needed goods and supplies,” said Conal Deedy, director of customer productivity solutions, Volvo Trucks North America. “During this time, we are committed to offering the same all-day and all-night uptime support for our customers despite modified working conditions. Our Volvo Action Service team is made up of real people, all employees of Volvo Trucks, who offer fast solutions for customers so they can focus on delivering food, medicine, and other essential materials needed right now, safely and efficiently.”

VAS employees at Volvo Trucks’ Uptime Center in Greensboro, North Carolina, actively prepared for possible work-from-home scenarios well in advance of the COVID-19 crisis, enabling an extremely smooth and fast transition of its employees working remotely without any disruptions to customers and dealers. The transition happened seamlessly and the teams were able to adjust to the new working scenario quickly, keeping the implementation of continuous improvement projects and initiatives going, even under these rapidly evolving circumstances, says the company.

Through these initiatives and process changes, Volvo Action Service will continue to decrease on-hold times and increase the overall service level for customers.

Additionally, remote services are especially important now amidst the COVID-19 social distancing mandates. Volvo Trucks’ over-the-air services and Remote Programming capabilities increase uptime as updates can be done in a matter of minutes without having to visit a dealership. Remote Diagnostics, which is standard in every Volvo truck, also helps avoid unexpected downtime by monitoring Volvo engines, I-Shift transmissions, and aftertreatment systems.

“Over the past few weeks, we have been able to deliver the same best-in-class customer service to our customers and dealers via the Volvo Action Service team, quickly resolving issues and offering support, all while abiding by the restrictions set forth due to the COVID-19 situation. The dedication of the Uptime team to supporting customers during this difficult time is inspiring,” said Deedy.

Volvo Action Service is included at no extra charge for two years with the purchase of every Volvo truck.

Mack Trucks has also risen to the challenge and is offering customers consistent uptime support during the COVID-19 pandemic.

Mack OneCall agents, based in Mack’s 24/7 Uptime Center in Greensboro, North Carolina, have continued to keep customers’ trucks generating revenue as a result of careful preparations occurring long before the pandemic. Personnel from every customer support function work in the Uptime Center, enabling cross-functional teams to quickly and efficiently address customer issues impacting uptime.

Recognizing the critical nature of ongoing support, Mack planned for conditions that would enable agents and other uptime support employees to work from home so that when and if the time ever came, everyone was adequately prepared.

“Mack Trucks is even more focused on customer support during this crisis because we understand how vital it is for trucks to be up and running,” said David Pardue, vice president of connected vehicle and uptime services, Mack Trucks. “We remain committed to offering customers the same around-the-clock assistance by experienced support staff that they’ve come to expect from Mack Trucks.”

Mack has made several investments in technology, resources, and services to improve uptime for customers, including increased staffing of OneCall agents and improvements to capabilities such as ASIST, Mack’s web-based service management system. Mack Parts Distribution Centers are also up and running, keeping Mack dealers stocked with necessary parts for uptime support.

Mack keeps track of key performance indicators, as well as capturing customer feedback, and has seen positive trends during the past few months, the company says.

“Mack continues to strive for improvements to the overall customer experience, whether it’s for new truck sales or aftermarket support,” said Pardue. “For example, through continuous improvements and process changes, we have seen a significant decrease in hold times. Reducing wait time seems relatively small, but it has a significant impact on customer satisfaction.”

Mack’s suite of uptime services begins at the Mack Uptime Center, where OneCall agents offer support to customers experiencing unplanned and planned service events, including scheduling of service and repairs. Agents also respond to events that are proactively identified through Mack GuardDog Connect, Mack’s integrated telematics solution. Mack GuardDog Connect is standard on all Mack models equipped with Mack engines.

Mack GuardDog Connect also enables Mack Over The Air, offering remote software updates for powertrain components and vehicle parameters for Mack trucks equipped with 2017 or newer Mack engines. Working with Mack OneCall agents, the updates are scheduled for when it works best for the customer.

Mack also recently launched info.macktrucks.com/thankyou, an online resource offering useful information from government agencies and other key sources, to help trucking companies and dealers during the COVID-19 situation. The dedicated webpage also offers Mack-specific updates regarding customer support, parts availability, production, and a link to dealer locations.

The webpage also features a video expressing Mack’s gratitude for the tireless efforts of truck customers, professional drivers, service technicians, and dealers during these difficult times, as well as links to the #thankatrucker conversation on social media.