Issue link: http://read.dmtmag.com/i/479227
D R I V E R ' S D I G ES T #1/2015 33 Beth Coggin, director of Emergency Services, and Ty Lindsay, manager of Business Development, inside the Uptime Center, where Volvo Action Service agents work 24 hours a day, 7 days a week to provide support to all Volvo customers. C overing 33 feet of a glass-walled meeting room in the Volvo Trucks new Uptime Center is a full-color mural of a truck on a desert highway with the words, "When a truck is down, our customer's business stops." is philosophy is at the core of everything that happens at the new Uptime Center, located at Volvo Trucks' North American headquarters in Greensboro, North Carolina. e center brings together dedicated teams and technology to monitor and respond to vehicle issues in real time, help dealers troubleshoot diffi cult cases and fi nd the necessary parts for repair. UNDER ONE ROOF In the past, the operational teams responsible for customer Uptime were in diff erent locations. Now located under one roof, Uptime support employees can easily interact with one another face-to-face, allowing increased fl exibility and faster response times. "Bringing these professionals together under one roof allows them to col- laborate and prioritize more quickly and eff ectively," says Göran Nyberg, presi- dent for Volvo Trucks in North America. "We owe it to our customers to make our superior service and support even better. ey don't make money if their trucks are not running." is means Volvo customers can rest assured that their case is being looked a er by a team of highly trained Uptime experts, Volvo Action Service, that now have resources within arm's reach. " e Uptime Center concept came from trying to balance technology and live support," says Mark Curri, vice president of A ermarket Quality and Operations. "Agents have in-house ex- pertise available to help them with any obstacle or delay they could encounter in the course of a repair event," he says. e new 123,000-square-foot building features a bright and airy entrance with soaring ceilings. Each of the three fl oors includes large collaborative spaces with bright murals and children's artwork. Windows line the walls of the call center space on the fi rst fl oor. Visible from every vantage point are fl at-screen monitors mounted from the ceiling, which show the Uptime team's progress toward their goals. The newly constructed 123,000-square-foot Uptime Center is located on the Volvo campus in Greensboro, North Carolina.