Never before have stocked shelves, road construction projects and refuse collection been more vital to society than during the global coronavirus pandemic, and Mack Trucks has risen to the challenge, offering customers consistent uptime support.
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 criticality of ongoing reliable support, Mack strategically 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, Mack Trucks vice president of connected vehicle and uptime services. “We remain committed to offering customers the same round-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.
“Mack continues to strive for improvements to the overall customer experience, whether it’s for new truck sales or aftermarket support,” Pardue said. “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 comprehensive 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.
SOURCE: Mack Trucks
