Mack Trucks 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.
“Mack ASIST enables us to give customers key information to help increase uptime and expedite the repair process,” said David Pardue, Mack vice president of connected vehicle and uptime services. “The new Mack ASIST app enhances our customers’ ability to manage these events from a mobile device.”
The ASIST app will be free and will feature a quick link to the Mack Uptime Center for quick repairs. The Greensboro, N.C.-based Uptime Center 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 ASIST is a key part of the closed-loop communication process around fault codes identified by Mack GuardDog Connect. Through its partnership with Decisiv, Mack is currently piloting the app with select customers for Android and iOS operating systems.
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.
Mack GuardDog Connect and Mack OneCall, along with ASIST by Decisiv, provide the foundation for both current and future opportunities to help fleet customers maximize their uptime and reduce their total cost of ownership.