Mack Trucks announced that as part of its continuing commitment to boost customer uptime, it has renewed its contract with Decisiv, provider of the Mack ASIST service relationship management tool.
Mack ASIST is a web-based, real-time communications portal that keeps fleet customers, dealers and service providers, Mack field personnel and Mack Uptime Center agents connected during service and repair events.
Mack ASIST is also a key part of the closed loop communication process around high-severity faults identified by Mack GuardDog Connect.
“ASIST allows us to provide valuable information to decision makers in real time, helping to expedite repairs and maximize uptime,” said David Pardue, Mack vice president of connected vehicle & uptime services. “Extending our partnership with Decisiv will enable us to continue delivering the uptime solutions our customers depend on.”
Mack’s partnership with Decisiv spans more than a decade. In that time, ASIST has evolved from a simple dealer estimating tool into a powerful enabler for Mack’s industry-leading uptime solutions.
By providing real-time access to Mack for warranty, recalls, service bulletins, and build information, as well as third-party systems, ASIST is designed to help customers make informed decisions to maximize their uptime.
“Communication is critical to the uptime equation because it allows customers to make the best decision for their business,” said Dick Hyatt, president and CEO of Decisiv. “We look forward to continuing our collaboration with Mack and helping customers improve the financial return on their truck assets.”
Mack’s approach to uptime begins with Mack GuardDog Connect, a proactive diagnostic and repair planning system. GuardDog Connect monitors fault codes that could potentially shut down a truck or lead to an unplanned visit to the dealer. The system enables quick diagnosis of issues, proactive scheduling for repairs and confirms parts availability, all while the truck is still on the job.
Mack ASIST consolidates communication through the entire process, allowing all parties to remain informed on the status of their vehicle before, during and after a service event. It also allows for a consistent customer service experience across the Mack dealer network including real-time updates to fleet customers.