Mack has updated its Mack Connect suite of productivity management tools, which it highlighted during a press briefing at the Mid-America Trucking Show, along with introducing an Anthem truck configurator tool and discussing customer experience surveys.
The Mack Connect suite of tools, designed to help customers manage productivity and profitability, was officially launched last fall at the same time as the Mack Anthem highway tractor, but was somewhat overshadowed by the truck launch. At the Mid-America Trucking Show in Louisville, Kentucky, Mack officials discussed updates.
Mack Connect integrates intelligent software, predictive analytics, and driver assist technologies, many of which were previously available from Mack, into three pillars: connected support, connected business and connected driving. Mack Connect is standard on all the truck maker's models, including the recently launched Anthem.
“Productivity translates to profitability, and our customers are always seeking the next advantage to gain an edge,” said Jonathan Randall, senior vice president of sales and marketing for Mack Trucks North America. “With Mack Connect, we’re providing the tools required for our customers, and their customers, to be successful in today’s competitive trucking industry.”
Some new options added to Mack Connect include Bluetooth connectivity, satellite radio, and Apple Car Play integration. Drivers can also download other applications, including navigation software.
Mack Connect also offers several features for safety, including Bendix Wingman Fusion for collision mitigation, adaptive cruise control and lane departure warning. Mack Predictive cruise is also part of Mack Connect, and is available on Mack mDrive-equipped models to help improve fuel efficiency by up to 1%.
Mack GuardDog Connect telematics are also integrated into Mack Connect to monitor a truck’s performance. The system can track needed maintenance and notify fleets if an issue requires service. Mack GuardDog Connect also enables Mack Over The Air for remote software updates.
Data from Mack’s GuardDog Connect telematics platform is made available to fleet management software providers, allowing customers to choose fleet management software that works for their business, without having to rely on third-party hardware installations.
Mack Online Truck Configurator
The company has also announced that the Mack Anthem model can be configured using the Mack Trucks Configurator online tool. With the tool, customers can virtually build and customize the Anthem model that best meets the needs of their business.
Customers can choose cab design, exterior and interior trims, engines, transmissions and axle choices as well as the uptime services and warranty options they prefer. Customers can print out their completed virtually built Anthem, share on social media, or send directly to a local Mack dealer for additional information and quoting.
“By prebuilding a truck with the configurator, a customer is already asked several of the starting questions a salesman would need to know in order to build a sales quote, so this is actually a way to shorten the quote process for the customer’s new Mack Anthem,” said Stu Russoli, Mack highway product manager. “It’s a great way to introduce customers to the new model, and it gets them more excited to take that next step.”
Customer Experience Management
Mack recently extended its commitment to uptime by incorporating a new process designed to capture customer feedback regarding their service experience.
During the first year of using the new Customer Experience Management approach, Mack slashed the time it took to address outstanding customer service issues by as much as 50%.
As part of the new process, Mack uses digitally distributed surveys to collect customer feedback during key service touchpoints that impact overall satisfaction, such as communication during the repair process, total time required for a repair, the availability of parts and the likelihood that the customer would recommend working with the service professional who assisted them.
Dealers and the Mack uptime organization use that information to help identify the root causes of any issues and improve processes. Surveys are triggered by the Mack Asist web-based service management system, making it easier for customers to respond and giving them a direct line of communication with Mack Trucks and its dealers. The result has been a 40% improvement in response rate, driving improved operations, including an increase in dealership staffing and warranty training for sales representatives, according to Mack.
“There is great value in capturing the voice of the customer because it allows us to equip ourselves and our dealers with more immediate information to improve our response and therefore increase customer satisfaction,” said David Pardue, vice president of connected vehicle and contract services with Mack Trucks.