UPTIME
BECOMING A Certified Uptime Centre
Faced with an increasingly innovative and competitive market,
customers are demanding more to meet their needs.
What is a Mack/Volvo Certified Uptime Center?
A Certified Uptime Center is a Mack/Volvo Dealer that has agreed to, adopted, implemented and is sustaining a defined set of standards and requirements that leverage people, processes, and technology. Upon successful implementation of these standards and requirements, the Dealer operates in a way that strengthens and continuously improves efficiencies that lead to higher customer satisfaction and optimized throughput. The Certified Uptime Center process is intended to improve, standardize, grow, and sustain the Mack & Volvo North American dealer network.
The Process:
The Certified Uptime Center process ensures that the Mack & Volvo Dealer Network has an opportunity to operate at optimum levels that result in a position of leadership. Thus the objective of the Certified Uptime Center is to drive efficiencies throughout the dealer network via the three most important criteria that influence customer satisfaction and drive customer repurchase decisions:
⦿ Repair completed on time
⦿ Communication regarding the repair
⦿ Vehicle fixed right the first time
These criteria have been identified by Mack & Volvo’s research as necessary to sustaining a strong competitive edge in the market by maintaining or increasing brand loyalty, profitability, and satisfaction among our customers. To this end, the engagement and commitment of everyone who interacts with our customers on a daily basis is essential.
To qualify as a Volvo Certified Uptime Center, a dealer location must be fully proficient in 28 key categories related to efficient service and repair. Volvo states these categories range from consistent use of proven diagnostic tools to workshop organization, in addition to the designated uptime bays and updated workflows. The certification takes about eight weeks to complete and includes a final assessment by the Volvo Trucks dealer support team.
In order to obtain an UPTIME certification, the dealership must meet or exceed criteria in the following 28 requirements:
How it Works:
- Case Study 1 - Westfall O’Dell Truck Sales
- Case Study 2 - Interstate Trucksource
- Case Study 3 - Nextran Truck Centre
- Case Study 4 - Vision Truck Group
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-Case Study 5 - Bruckner Truck Sales
DEX - TAKE A 2-MINUTE SITE TOUR
Capitalize on the Road Choice opportunity! Watch this video to see how the Road Choice brand has impacted this dealership’s parts business.
Road Choice Target Customers
Priority 1:
Small Regional Fleet
SELECT Customer / OPS
Priority 2:
Independent Repair Facility
OPS and Phone Sales
Priority 3:
Owner - Operator
Walk-in Counter Sales
The Change Agent’s Corner:
Your change agent should be well aware of the Customer Experience Management (CEM) program. Make sure they have this handy tool to help your team properly deploy CEM and “close the loop” effectively. The 360 Wheel (click link for closer view)
THE CHANGE AGENT’S CORNER - Explaining the WHY
Test your UPTIME Solutions knowledge and see how your understanding stacks up. Take the quiz!
SERVICE
HOW’S YOUR CUSTOMER EXPERIENCE?
Find out with this 60-second test.
PARTS
Take a moment to watch this video and see how TranSource Truck Centre is using MAPP marketing and information to expand their business.
THE CHANGE AGENT’S CORNER
Keynote speaker James Michelli, author of Driven to Delight, shares his insights on customer service as a real business-building tool.
ASIST
ASIST is a simple, web-based tool that allows us to monitor vehicle status and communicate directly with the customer. It consolidates all maintenance events and communication in one place. And for trucks with Remote Diagnostics, ASIST also provides seamless communication between the dealership (i.e. Service Manager, Service Advisor & Tech’s), the customer and the team at the Mack/Volvo UPTIME Centre.
In order to become an UPTIME Certified Centre, we must meet or exceed the criteria outlined in the Standards and Requirements (listed above). Consistently utilizing ASIST is a requirement, meaning receiving work-flowed jobs, ordering parts and updating the cases with job progress/completion. This is a MUST!
If your job requires you to use ASIST (i.e. you work on the counter or in the shop), please familiarize yourself with the program because you will be expected to utilize it on each and every case you work on.
