Issue link: http://read.dmtmag.com/i/678630
Profile: Mack Uptime Center Feature Story © 2015 Mack Trucks, Inc. Shawn Collette has been a customer support specialist at the call center for almost two years. Beth Coggin, Director of the Uptime Center When Mack owners' trucks need repair, they can be back in business with as little as one phone call to the Mack Uptime Center. The 24 hours-a-day, 7 days-a-week, 365 days-per-year facility is sta‚ed by customer support specialists dedicated to helping truckers reduce – or completely avoid – costly downtime. They understand that when a truck isn't running, it's not making money. "Essentially what we're doing is streamlining the process so our customers don't have to do the paperwork and be on the phone all day," says Shawn Collette, who has been a customer support specialist at the call center for almost two years. "That's what we are here for." Located next to Mack's corporate o•ces in Greensboro, NC, the Uptime Center houses Mack's "total support" organization for customers. Collette is on the OneCall team – more than 40 highly trained product and customer support specialists who use Mack's advanced telematics technologies, such as Mack GuardDog connect and Mack ASIST fleet management systems to help proactively identify potential problems, schedule repairs and even line up the necessary parts. The process begins when a Mack customer – driver, dispatcher or fleet manager – calls the Uptime Center. The customer support specialist gathers information from the caller but also uses ASIST to check the VIN for any open service programs the driver may not know about. The specialist can also see the vehicle's mileage, time in service and GPS coordinates. The GPS coordinates are helpful if the truck is in hazardous weather or in need of a tow. In some instances, the vehicle could be repaired on-site but in other cases, a tow is required. In either case, the customer support specialist will instigate the call to the nearest dealership to send a service truck or begin the towing process with a vendor. Collette says, "We can contact the nearest dealer on the customer's behalf and initiate service. We also have preferred towing and roadside vendors who have contracted rates." The entire process usually takes about four phone calls, but only one of them was made by the customer. During the customer support training process, specialists are coached on how to communicate with callers who are in a stressful situation. Many times, callers are in a crisis situation and need peace of mind. Uptime Center customer support specialists understand the customer's sense of urgency. "Part of training is putting yourself in their shoes," says Beth Coggin, director of the Uptime Center. "This job isn't for everyone." But Collette says he enjoys what he does. "Our role here is always changing and you have the opportunity to think and operate within your own parameters." Excerpts from "Up and Running" Bulldog 2015 V1 The Mack Uptime Center is open 24/7/365. Mack Uptime Center: Up and Running 8