Road Today - - Industry News -

Mack Trucks has an­nounced a new Mack ASIST mo­bile app that al­lows cus­tomers to man­age ser­vice and un­planned events from wher­ever they may be lo­cated. Mack ASIST is a cloud-based ser­vice re­la­tion­ship man­age­ment tool that keeps fleet cus­tomers, deal­ers and ser­vice providers, Mack field staff and Mack Uptime Cen­ter agents con­nected dur­ing ser­vice and re­pair events.

The ASIST app will be free and will fea­ture a quick link to the Mack Uptime Cen­ter for quick re­pairs. The Uptime Cen­ter, based in Greensboro, N.C., houses per­son­nel from all cus­tomer sup­port func­tions and con­nects them to cus­tomers and deal­ers through the lat­est ve­hi­cle com­mu­ni­ca­tions tech­nol­ogy and case man­age­ment tools.

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 en­ables com­mu­ni­ca­tion through the en­tire process, al­low­ing all par­ties to re­main in­formed about 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.

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