38 • January 2015 www.concreteproducts.com
BRIEFS
MANUFACTURERS
Mack Trucks' new 123,000 sq. ft. Uptime Center in Greensboro, N.C.,
co-locates personnel from every customer support function, con-
nects them to truck owners and dealers with the latest telematics,
communications, and case management tools, and makes it easy for
cross-functional teams to quickly interact face-to-face when neces-
sary to keep a vehicle on the road.
"The Center facilitates the balanced mix of technology, live expert
support and proactive communication we need to quickly deliver
solutions that directly impact customers' bottom lines," Mack Trucks
North American Sales and Marketing President Stephen Roy.
Experts now under one roof include live 24/7 Uptime agents, reli-
ability engineers, dealer support staff and parts specialists. Among
Mack Uptime solutions managed through the Center are OneCall
agents offering critical support to customers experiencing planned or
unplanned service events; ASIST, the web-based fleet service manage-
ment platform that ensures timely information sharing, communica-
tion and tracking of a service event among the customer, dealer and
Uptime Center staff; GuardDog Connect, the proactive diagnostic and
repair planning system monitoring fault codes that could potentially
shut down a truck or lead to an unplanned dealer visit; Reliability,
backed with staff responsible for identifying issues, developing ser-
vice information and delivering service campaigns; and, dealer sup-
port plus parts ordering.
Center consolidates Mack customer support functions