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Based on a set of criteria that includes analysis of their overall management strength, current service processes and existing customer relationships, a group of nine dealers have been selected by Mack to be initial participants in a program called MVASIST Select. Dealer Principals and General Managers, together with parts and service management personnel at each of the locations have attended a program overview meeting designed to introduce MVASIST Select to key users of the process.
MVASIST Select dealer personnel receive online training in conjunction with five of the dealership’s key regional fleet customers. The training focuses on using MVASIST to improve the quality of communications at the initiation and throughout the service and repair process. This is generally understood to be one of the key factors in building a stronger and more powerful relationship between the dealership and its customers. Nearly 50% of the criteria upon which J.D. Power and Associates rates dealer service is based on the service advisor, service initiation and communication during service process (see below).
Each MVASIST Select dealer agrees to the following:
- Dealer management and key parts and service personnel attend a 20-minute online communications training session.
- The dealership contacts five of its regional/local fleets, and extends an invitation to participate in the program.
Each participating fleet is set up and trained on how to communicate through MVASIST (at no cost to the fleet). Beginning this month, the selected group of fleets will use MVASIST to communicate with each of their facing Mack dealers. In addition to strengthening their overall relationship with customers, MVASIST Select dealers will also be connected to a group of national fleets currently using the platform.
MVASIST Select dealers currently enrolled in the program:
- Bergey’s Truck Centers, Pennsauken, New Jersey
- Diesel Truck Sales, Saginaw, Michigan
- Milwaukee Truck Sales, Milwaukee, Wisconsin
- Performance, Mississauga, Ontario
- TranSource Inc., Greensboro, North Carolina
- TranSource Inc., Raleigh, North Carolina
- Transport Equipment, Missoula, Montana
- Twin Bridges Truck City Inc., Bettendorf, Iowa
- Vanguard, Phoenix, Arizona
A sample of the participating MVASIST Select fleets includes:
- ADM Trucking
- Bulkmatic Transport
- Flying “J” Transportation
- Kenan Advantage
- McKinley Trucking
- Republic Waste Services Inc.
- R & J Trucking
- Standard Forwarding
- Systems Freight
- Veolia
- Waste Industries
- Waste Management
It is expected that 10 to 15 additional Mack dealers will be invited to join the MVASIST Select program each quarter. Mack is currently working to finalize the list of participants to be invited during the 3rd quarter of 2009. If you are interested in becoming a part of the process please call your local DSM or contact Dave Albert at david.albert@volvo.com.
The goal of the program simply stated: LEAP AHEAD OF THE COMPETITION
Communicating more effectively with your customers is a good thing no matter who you are!
This was the key message received from a set of fleet executives who aired their opinions during a panel discussion at the Technology & Maintenance Council (TMC) 2009 Annual Meeting in February of this year. The moderated panel that consisted of fleet managers on one side of the table and dealer principals on the other discussed the need for more accurate and timely service estimates, better access to information during the repair process and most of all, more effective communication between the fleet manager and the dealership beginning with the arrival of the truck and ongoing throughout the repair process.
Most major truck manufacturers were represented by dealers who participated on the TMC panel (including Mack). When the dust settled it became apparent that what was needed was a tool and a simple process to bridge the communications gap. Realizing the importance of this issue, TMC has continued the dialog and is working to foster improved and more effective communication through a newly formed service dealer committee.
What many on the panel did not realize was that in the form of MVASIST, Mack dealers already have this much needed and very powerful communications capability. Shortly afterward, the idea of creating a “power user” group among MVASIST dealers was born.
Stay tuned to this space, as we will report on the MVASIST Select program in upcoming newsletters. If you are interested in knowing more about the program contact Dave Albert at 336.393.3345 or send e-mail to david.albert@volvo.com. |
