Volvo and Mack tracking repair information with online folders

TAMPA, Fla. -- Volvo and Mack dealers will now have the opportunity to better track every step in a vehicle repair, using an online system known as MVASIST that will become mandatory at each dealership in 2010.

The online electronic folder is gradually filled with every related piece of communication, including the estimate, repair order, inspection details, photos and the invoice, and offers instant access to Volvo or Mack recalls and campaigns.

Using this online portal, for example, a dealer can check on warranty coverage, contact a district service manager to ask about any goodwill to cover some of the repair costs, and then communicate with the customer. Each note can be tracked in context with the next.

"The time wasted on the telephone is gone," says Bill Dawson, Volvo Group's senior vice-president, customer satisfaction. "The big thing, of course, is no surprise with the invoice."

The tool also offers the chance to track down the source of any misunderstandings about what took place and when. "We never had the ability to plot where the weakest link in the chain was," Dawson says.

A dealer will save at least an hour in communication time every time he uses the tool, adds Dwight McAlexander, director, dealer systems and processes.

The system comes in three levels. A basic version includes a fleet manager, notifications about service events and the all-important electronic folder that tracks all related information. The plus version includes a dashboard that tracks external service, and fleets can initiate an electronic service request, informing a dealership that the truck is on the way. The premium version includes data on fleet-defined procedures, campaigns and PM schedules.

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