Driver's Digest

Issue 1

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company is seeing what value the system really has." So the team also has been tasked with exporting the magic to other Volvo brands and products around the world, and they admit that the Volvo Quality Award is "a big deal" among the Group's 90,000 employees in 180 markets. "When they hear the results we're getting and things we're seeing, they want to know if they can recreate that in their own way," Deedy says. "They have their technology, their own infrastructure, their own processes, so we're talking with them on how we worked: to focus on the process, to improve it, to enhance it, to facilitate that truck coming in and getting back out on the road." The team has resisted using technology "for technology's sake," he emphasizes. "There's a lot of data, a lot of information, a lot of capabilities. Vehicles are getting much more complex. So we're using technology to support that complexity as the industry moves to meet these new regulations and requirements from customers for fuel efficiency." "Building Remote Diagnostics and making it fit is the basic foundation for our telematics strategy," Glasmann agrees. ■ HOW IT WORKS: REMOTE DIAGNOSTICS The customer is kept up-todate on the progress of the repair until the truck is back on the road. 4 5 DEALER TO DRIVER 1 CUSTOMER TO VOLVO DEALER When a repair facility is chosen, the VAS agent verifies parts and service availability before the truck is scheduled. The service technician is provided all repair information in advance via ASIST. When a truck sets a Remote Diagnostic trouble code, data is captured and immediately sent from the truck to Volvo Action Service (VAS) - Volvo's 24/7/365 Uptime Center. DRIVER TO VEHICLE 2 3 VOLVO TO CUSTOMER A VAS agent at the Uptime Center contacts the customer and advises of the issue and location of the vehicle. The agent assists the customer in scheduling the truck for repair. VEHICLE TO VOLVO The issue is diagnosed and a case is created in the ASIST* service information platform including parts list and repair instructions. *ASIST is a Web-based service management system that lets fleet managers and service providers work together – in real time – to expedite repairs and maximize uptime. DRIVER 'S DIGEST #1/2013 DDQ113PG022-28_Inside Volvo.indd 29 29 5/20/13 9:10 AM

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