Mack Trucks has integrated its Mack OneCall Complete Care customer support network into MVASIST, a Web-based system communications system.

Developed through a partnership between Decisiv and Mack, MVASIST combines all information and communication about a truck service event into one online folder, and automatically sends e-mails to everyone involved in deciding how a truck is repaired and how much is charged for the service. At the same time, the Mack service network is able to dramatically improve service processes and boost customer satisfaction.

Meanwhile, Mack OneCall provides customers with 24/7 access to trained technicians capable of diagnosing and troubleshooting repair, routine service or warranty work. The combination of MVASIST and OneCall gives fleets a turnkey system for breakdown support and service management and maintenance.

"This unique platform allows dealers to deliver what fleet executives have identified as their most pressing needs, including clear communication on the status of a repair, accurate estimates and invoices, and consistency between service facilities," said Dave Albert, Mack customer satisfaction program manager.

A OneCall technician will arrange for towing or repair at a nearby Mack service center. Using MVASIST, the service center will then be able to communicate directly and accurately with fleet decision-makers.

Mack dealers and service providers use MVASIST to generate a consistent and accurate estimate. The system also delivers fleet and vehicle-specific information, including warranty coverage and previously negotiated parts pricing. The fleet manager has the ability to authorize or deny service steps, share information and options, and receive status alerts during the entire service event.

"Before MVASIST, the servicing dealer and the fleet would typically go through numerous phone conversations, voicemail, faxes and e-mail, involving significant amounts of time," said Albert. "With MVASIST, all communications, estimates and related documents for the service event and the vehicle involved are linked into one online folder. With MVASIST, confusion is eliminated, time is saved, repairs are done efficiently and trucks get back on the road faster."

MVASIST also allows the option of being proactive in planning and scheduling routine inspections and service. A service advisor can recommend appropriate maintenance, and fleet managers can see the vehicle's history and decide on additional service. One Mack customer, for example, has customized the MVASIST tool to automatically recommend an inspection of tires, lights, seat belts and safety equipment whenever one of its tractors is at a dealer for service work.

"When Mack service centers and fleets communicate well, we know that customer service improves, the operating health of the vehicle improves, and fleet managers spend less time overseeing and processing repair and maintenance," Albert said.

A majority of dealers in the Mack network are currently enrolled in the MVASIST system, with full participation planned for the end of 2010.

More info: www.macktrucks.com