Volvo Trucks North America, with technology partner Decisiv, has improved fleet service management by connecting MVASIST service technology with Volvo Action Service (VAS), the company’s roadside assistance network. The result is that repairs are handled efficiently, fleets spend less time on the service process, and trucks get back on the road faster.
MVASIST is a web-based system that lets fleet managers, service providers and now the VAS support center work together – easily and instantly – throughout the write-up and repair process.
“MVASIST allows dealers to deliver what fleet executives say they need, including clear communication on the status of a repair, accurate estimates and invoices, and consistency between service facilities,” said Eric Kananen, Volvo Trucks North America parts and service manager. “By integrating MVASIST with the existing Volvo Action Service, fleets have the tools to manage costs, reduce downtime and maximize performance for every truck they operate.”
If a breakdown occurs, Volvo customers contact VAS, which arranges for towing or repair at a nearby Volvo service center. Then, instead of a time-consuming exchange of phone calls, emails, faxes and messages, the service center communicates directly and accurately with the fleet decision-makers.
MVASIST keeps together all information and communication about a truck service event in one online folder to streamline communications and the service write-up process. With a complete record of in-context communication between service provider and customer available online, all involved in the service event are on the same page. This reduces misunderstandings and delays.
The result is consistent, complete and professional estimates of service recommendations, including standard repair times, regardless of which dealer in the Volvo network performs the service. At the same time, MVASIST makes dealer service personnel aware of fleet and vehicle-specific information, such as warranty coverage, previous service performed and 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.
With MVASIST, fleets also benefit from proactive maintenance. A service advisor can recommend needed maintenance, and fleet managers can readily see the vehicle’s history and decide on additional service while the truck is in the shop. Fleets can tailor their system, too, ensuring that their standards are met and routine inspections and maintenance are streamlined.
With a majority of Volvo dealers using MVASIST, customers are beginning to see clear cost savings and improved service processes. The detailed estimates and clear information take the guesswork out of service and repair decisions, leading to greater productivity for both the servicer and the fleets.
“When communication is accurate and easy, we know that customer service improves, vehicle repairs and maintenance are handled properly, and fleet managers save time,” Kananen said.
Full participation in MVASIST among Volvo dealers is expected by the end of 2010.
Volvo Trucks has taken the customer service and maintenance experience to an unparalleled level with the integration of MVASIST and Volvo Action Service.
Volvo Trucks North America’s operations and products are guided by the company’s three core values: Safety, Quality and Environmental Care. The Volvo VN and VHD trucks are assembled in the United States at the New River Valley Plant in Dublin, Virginia, while Volvo engines for North America are assembled in Hagerstown, Maryland. Both plants are certified to ISO14001 environmental and ISO9001 quality standards.
Volvo Trucks North America is part of the Volvo Group, one of the world's leading manufacturers of trucks, buses and construction equipment, drive systems for marine and industrial applications, aerospace components and services, and one of the world's leading producers of heavy-diesel engines (9-16 liter). The Group also provides complete solutions for financing and service. The Volvo Group, which employs about 96,000 people, has production facilities in 19 countries and sells their products in more than 180 markets. Volvo Group sales for 2009 amounted to approximately $29 billion. The Volvo Group is a publicly-held company headquartered in Gothenburg, Sweden. Volvo Shares are listed on Nasdaq OMX Nordic Exchange and are traded OTC in the U.S.
September 3, 2010