Road trucking service assistance you can see

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Where is the tow truck? ! When you have a truck sidelined by unforeseen service needs, waiting is the worst part. It can feel like a minute like an eternity as the jittery energy settles. Often a little information or a quick update can help ease the tension. That’s the goal of Volvo Trucks North America’s new service tracking functionality integrated into Volvo Action Services. The Volvo Action Service tracking feature provides automatic dispatch and enhanced information for the preferred supplier network. Think: watching a tow truck en route on a map the same way you watch your carpool lift arrive.

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New connectivity features enable Volvo Action Service employees to speed up driver recovery by providing transparency through real-time updates throughout the fault event; improved estimated time of arrival (ETA) for roadside assistance providers; modern service experiences with better visibility and live tracking of provider location via an interactive map. Fewer or shorter phone calls to customers with the ability to communicate directly via SMS throughout the outage.

For an overview of how the service works, I caught up with Ashley Murickan, Product Marketing Manager, Volvo Trucks North America, at TMC 2022. Watch the video above for an overview of the service tracking feature.

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Here is the transcript

Jason Morgan:

Hi everyone, Jason Morgan, Contact Manager for Fleet Equipment. Welcome to Fleet Equipment Unscripted. I’m back at the Volvo stand. We’re talking about the increased visibility that Volvo brings to the service process. So when a truck is down, they provide more visibility into that process, giving fleets and drivers insight into where the tow truck is and when it will be there and sort of mirroring that experience. Uber, Lyft that we all have when we try to hitchhike. So come on, let’s stop at the stand and take stock of the news. So what are we going to watch here? What is that?

Ashley Murickan:

So we’ll look at an extension of Volvo Action Services. Do you know Volvo Action Services?

Jason Morgan:

Yes.

Ashley Murickan:

It’s the group that sits in the Uptime Center that monitors our trucks, 24/7, all of our customers’ trucks 24/7.

Jason Morgan:

Yes. Yeah.

Ashley Murickan:

They are looking for drop codes, basically remote diagnostic trouble codes, they are trying to find out if it is a critical code, a non-critical code. Either way, they will call the customer and let them know this is happening to your truck, drive to the nearest gas station. Or they might say, “It’s not that critical, drop off your load and then drive to a gas station.” So today I’m going to tell you about a new feature that we introduced with Volvo Action Service called Service Tracker Tool.

Jason Morgan:

OK.

Ashley Murickan:

The Service Tracker tool essentially helps with the outage experience. So suppose your truck breaks down or stops unexpectedly, a tire blows out, you run out of fuel and now you need to get a tow truck and call Volvo Action Service.

Ashley Murickan:

And Volvo Action Service will say, “Okay, I’ll get you a tow truck, give me a moment, give me half an hour then.” And they’ll call the towing company, and they’ll get some information. And then, during those 30 minutes, the customers sitting there waiting for Volvo Action Service to call you back.

Jason Morgan:

To the right.

Ashley Murickan:

To the right. And they end up calling back, and then they say, “Okay, your tow truck is on its way. It would take almost an hour for your tow truck to arrive. And again, customers in the dark, there is uncertainty, right? They’re like, “Okay,” waiting. There could be traffic problems, there could be a lot of problems.

Jason Morgan:

To the right.

Ashley Murickan:

So now we have introduced a new tool called Service Tracker Tool. This is going to give you the Uber and Lyft experience.

Jason Morgan:

OK.

Ashley Murickan:

When you call Volvo Action Service, and within two minutes you get a text on your phone saying, “Hey, click on this link. We’ve connected you with a towing service. And you click on it, then you get the Uber, Lyft experience where you can track where your towing…

Jason Morgan:

So bringing visibility to the very beginning and…

Ashley Murickan:

Exactly.

Jason Morgan:

Am I still speaking with the Uptime Center?

Ashley Murickan:

You are still talking at the beginning, the first time. You will probably talk, but there are options to use the support platform and…

Jason Morgan:

To the right.

Ashley Murickan:

And contacting that way too. But 95% of people still pick up the call.

Jason Morgan:

Yeah. Because Volvo has always been very proactive in really talking to people, which has been a cool trend that people have moved away from that. But for you, we also want visibility.

Ashley Murickan:

To the right? Exactly. So we combine the two, right. We have real people solving real problems very quickly, but at the same time we are also digitizing the experience.

Jason Morgan:

OK. Costs.

Ashley Murickan:

This gives visibility and transparency after the fact.

Jason Morgan:

Very cool.

Ashley Murickan:

So it takes that half an hour of uncertainty, you get an answer in two minutes, and then you can follow the entire towing experience so the customer knows what to expect.

Jason Morgan:

OK. Very cool.

Ashley Murickan:

And we also have a network of preferred suppliers that we select and this network of preferred suppliers gets the first feedback on the towing experience.

Jason Morgan:

Oh okay.

Ashley Murickan:

So, if you are on the preferred supplier… Within the first two and a half minutes, Volvo Action Service will contact the preferred supplier, and it can select…

Jason Morgan:

OK.

Ashley Murickan:

The auction.

Jason Morgan:

To the right. OK.

Ashley Murickan:

And if they don’t get it, they go to the next preferred supplier.

Jason Morgan:

OK. Interesting. But you all take care of it and guide me through it all?

Ashley Murickan:

Exactly.

Jason Morgan:

OK. Very cool.

Ashley Murickan:

Yeah, so… I mean, I can show you a demo of what it looks like today, right? The breakdown experience, you call Volvo Action Service. To the right. And they’re going to respond now that there’s uncertainty, and then say in half an hour, Volvo Action Service is trying to set up the towing company.

Jason Morgan:

To the right.

Ashley Murickan:

And then they call you back and say, “Okay, your truck is on its way. It will take about an hour. The customer waits again.

Jason Morgan:

To the right.

Ashley Murickan:

To the right. You don’t know what’s going on. And this is where it can all go wrong. But now with the new Service Tracker app, they will contact Volvo Action Service, in two minutes you will receive an SMS from all Volvo Action Service saying “Click on this link.”

Jason Morgan:

OK.

Ashley Murickan:

And you can start following your nearest…

Jason Morgan:

OK.

Ashley Murickan:

Tow truck.

Jason Morgan:

Very cool.

Ashley Murickan:

And you get an application and complete interface. That’s it. So…

Jason Morgan:

Oh yeah. Because it would then be necessary to have integrated telematics on the tow truck to be able to offer this visibility.

Ashley Murickan:

Yeah.

Jason Morgan:

To the right? So it’s…

Ashley Murickan:

So now you have the app. The app therefore uses just like Uber and Lyft. So by phone.

Jason Morgan:

To the right. Oh I see. And therefore also the preferred providers that are integrated into their system to support it.

Ashley Murickan:

Exactly.

Jason Morgan:

Very cool.

Ashley Murickan:

So you don’t have to have…

Jason Morgan:

Very cool.

Ashley Murickan:

Any hardware on your truck or anything on the tow truck.

Jason Morgan:

Very cool. Awesome.

Ashley Murickan:

So that’s pretty much what it’s all about.

Jason Morgan:

Awesome. Very cool.

Ashley Murickan:

Yeah.

Jason Morgan:

Thank you.

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