Running an efficient service operation depends on more than just skilled technicians and the right tools—it also requires a system that organizes workflow, enhances communication, and minimizes downtime. At MacKay’s Truck & Trailer Center, Service Manager Michael Dickie doesn’t hesitate to point out what makes the difference.
“The SRM Case calendar is at the center of what makes our shops efficient and productive,” he said. “Without it, we’d spend too much time chasing details instead of getting trucks back on the road for our customers.”
The calendar used by MacKay’s is included as part of the ASIST Service Relationship Management (SRM) platform used by Volvo Trucks and Mack Trucks dealers. It is also included in other versions of the Decisiv SRM platform such as PACCAR PSSM, Isuzu Connect, Hino Edge, and TICO Edge. More than a digital appointment book, it acts as a hub for scheduling, communication, and decision-making across the shop floor.
“With up to 21 trucks in our shop bays at once, there’s no time for confusion,” Dickie said. “You need a plan the minute the doors open and with the calendar we can tell every job’s status in a few seconds, whether a job is waiting, on hold, or in progress.”
Among the features of the calendar that stand out for MacKay’s:
- Color-coded status updates that instantly flag repair stages.
- At-your-fingertips job details including customer name, RO number, and unit description that help match work to technicians.
- Multiple calendar views for managing by day, week, month, bay, or technician.
- Team integration that lets service advisors, supervisors, and managers adjust schedules in real time.
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That kind of clarity is what helps MacKay’s stay focused on shop activity. It’s a team calendar, Dickie related. It gives everyone in the shop visibility into what’s happening, and it supports collaboration because when service advisors, shift supervisors, and managers all contribute to and rely on the same scheduling system there’s a shared understanding of priorities.
Creating and editing appointments in the calendar is simple. A job can be booked with all the necessary details—estimated repair time, technician assignment, and customer information—and adjusted as new circumstances arise.
“If a job runs long, we can extend it into the next shift without disrupting everything else,” Dickie explained. “That flexibility saves headaches and time and keeps the customer in the loop.”
The system also supports automatic email updates to customers. “Trucks in the shop aren’t making money,” Dickie emphasized. “If you’re giving them the information they need, then they can make decisions about their operations.”
At MacKay’s, the calendar is used to manage more than 40 appointments a day across multiple shifts. It is a key element in their standard operating procedures. Supervisors use the system each morning to line up jobs so that technicians can get started immediately.
That process helps improve throughput and meet a service benchmark of 150 billable labor hours each day. Quick job assignments, real-time adjustments, and a focus on minimizing delays make the number attainable.
Over time, MacKay’s has refined its use of the calendar, adding details that make it easier to locate jobs, track assignments, and provide accurate customer updates.
For service centers considering adopting or expanding their use of the calendar, Dickie offers practical advice:
- Identify the core information you need to run efficiently.
- Make sure the whole team manages the calendar.
- Use color codes, technician assignments, and notes to cut wasted time.
- Keep customer communication front and center.
At MacKay’s, the SRM Case calendar is streamlining shop operations, boosting throughput, and strengthening customer relationships. “Every minute counts,” Dickie stated. “With the calendar we have a strategic advantage that drives customer satisfaction and profitability.”
MacKay’s Truck & Trailer Center, headquartered in Dartmouth, NS, is an authorized Volvo and Mack dealership serving fleets and owner-operators in Nova Scotia, New Brunswick, and Prince Edward Island from four facilities.