Vision Truck Group
At Vision Truck Group, the journey to paperless shops is being driven by Decisiv Service Relationship Management (SRM) technology
Vision Truck Group’s management team had a goal centered around two significant objectives. They were committed to creating a business operation and a service environment at Vision Truck Group that would both differentiate the company in terms of customer service, and create a work environment that would attract and retain service technicians.
In the commercial asset service world, those objectives are frequently difficult to mutually achieve. For its extensive and growing service operations, however, Vision set out to lay the foundation that would support their goals.
What the Vision team set out to do was realize measurable improvements both in service throughput and in technician productivity, efficiency, and proficiency by enabling better organization of service event processes with fundamental changes to their approach to service management.
That effort was centered on implementing a paperless service environment driven by streamlined collaboration and communication capabilities on a single unified platform. It also focused on ensuring consistent service practices were being uniformly followed by every technician in every location.
After testing an initial pilot version in 2008, Vision began using the ASIST web-based service management system developed by Decisiv and implemented at Volvo Trucks and Mack Trucks dealer locations to coordinate repairs and communicate with customers in real time.
In early 2019, Vision began to implement fully paperless processes and issued tablets to 35 technicians in its Etobicoke, Ontario shop. Stoney Creek soon followed; Vision now has plans to deploy and use mobile devices in its new 42-bay facility in Brampton, as well as its London and Cambridge locations.
At Vision, check-ins are completed by a service advisor on assets arriving at a shop using Noregon JPRO commercial vehicle diagnostic tools, which automatically open a service event case in ASIST. The case is immediately populated with asset data, maintenance requirements, and recall and warranty status updates as well as the asset’s service history. The case is then exported and assigned to a foreman who reviews fault codes or complaints and determines if additional diagnostics are needed.
Through ASIST the case is assigned to a technician on a tablet. From the device, the technician can access the vehicle’s service history, specifications, and repair requirements. Technicians can request parts on the tablet, enter notes and photos, and communicate with other technicians who worked on the same vehicle. Once the service event is closed, all information is transferred to Vision’s Karmak dealer management system for invoicing.
Throughout the process, Vision service customers are connected to the status of every repair. They receive updates on the case and can be contacted directly by the technicians or service advisors using the tablet to answer questions. Customers are also informed immediately when the asset is ready to be returned to service.
Vision’s technicians have readily adopted and adapted to the use of tablets in the dealership’s shops. Using commonly available and familiar mobile devices meant little or no training was required.
“When our people leave our Etobicoke shop for other locations, they can’t believe how much harder it is to manage service events without iPads. It’s much more efficient to be paperless. Even in a shop environment we haven’t had any issues with the performance, durability, or connectivity of the mobile devices.”
Director of Service Operations,
Vision Truck Group
Increased Technician Efficiency
Parts Fill Rate
Increased Shop Throughput
With ASIST enabled tablets, Vision Truck Group has seen measurable improvement in shop throughput, and technician productivity, efficiency and proficiency.
Vision is realizing a 12% increase in technician efficiency and proficiency from better organization of service event processes. They boast a 98% fill rate for parts, which they attribute to being able to track usage and limit downtime for sourcing and ordering. Vision has also experienced a rise in technician productivity, indicated by the 8% increase in the number of billable hours per invoice that results from improving shop throughput.
By comparison, at Vision shops with paperless service management processes, the amount of downtime is now less than four hours compared to as long as four days, leading to fewer customer complaints.
About Vision Truck Group
For over 50 years, Vision Truck Group has serviced the truck and fleet industry in southwestern Ontario Canada with Sales, Service, Modifications and Parts. The dealer of new Mack and Volvo trucks, and trailers for highway and vocational applications has five locations in Brampton, Etobicoke, Stoney Creek, Cambridge, and London, Ontario.