Mack Cracks the Code to Improve Uptime
NASHVILLE, TN (March 11, 2013)–Mack Trucks today announced that all new MACK® trucks will feature a unique QR code to speed service response times and improve customer uptime. QR codes, or quick response codes, are matrix bar codes that supply rapid retrieval of information when a tablet or other mobile device scans the code.
Starting in April, Mack will install QR codes on the vehicle’s doorframe during the manufacturing process. When the vehicle arrives at the dealership, service advisors scan the vehicle’s unique code, allowing the service advisor to rapidly access the truck’s VIN, owner information and dealer service history and automatically launches Mack’s service management system powered by MVASIST. This electronic process eliminates the potential for errors that can occur with paper-based service write-ups.
“Uptime is a critical component for the success of our customers,” said John Walsh, Mack vice president of marketing. “Mack developed the QR code process to reduce the amount of time customers need to wait while basic vehicle data is obtained and entered into the system. They need to be spending their valuable time on the job, not at the dealership.”
The service advisor also has the ability to launch required inspections through the mobile device used for the initial scan. This step saves technicians time in completing and accurately documenting inspections and enables the truck to get back on the road faster.
As an innovation in Mack’s Bulldog Service Management program, powered by MVASIST, the QR code technology is another resource Mack provides customers to improve service and support through the MACK® Pedigree™ Uptime Protection program. Pedigree Uptime Protection is an integrated suite of service and support solutions with four components: Bulldog Service Management, Bulldog Parts Purchasing, Bulldog Financing and Bulldog Asset Protection. The Bulldog Service Management component improves communications with customers, increases operating efficiency and reduces downtime.
The MVASIST platform allows customers to communicate with the dealer, initiate repairs, access their service history, approve and monitor repair status and manage repair expenses online.
MVASIST also offers the option to proactively plan and schedule routine inspections and service. For example, fleet managers can customize the MVASIST service platform to automatically recommend an inspection of tires, lights and safety equipment any time that one of the trucks in the fleet is already at a dealer for service. This kind of customization can automate routine maintenance; provide online documentation and help managers quickly access service information simply by logging onto the system.
Mack dealers can use MVASIST to recommend repairs, deliver complete service estimates and track customer profiles or warranty coverage. Mack began offering MVASIST for the first two years of ownership at no charge to customers in January 2012.
Mack is currently working with dealers to retrofit QR codes on existing MACK trucks.
CAPTION: Unique QR codes, installed on all new MACK® trucks during the manufacturing process, will speed service response times and improve customer uptime.