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Volvo Trucks’ Certified Uptime process helps dealers, customers during COVID-19

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David Sickels is the Associate Editor of Tire Review and Fleet Equipment magazines. He has a history of working in the media, marketing and automotive industries in both print and online.

Certified Uptime professionals in the Volvo Trucks North America dealer network are using their training, standard processes and facilities to support customers within the current restrictive conditions.

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Key to the process is the ASIST communication platform, developed by Decisiv for Volvo Trucks. ASIST enables remote communications and automates the documentation for each service event, keeping all information in one place and minimizing in-person contact with the customer, the company says.

Integrated within ASIST is JPRO, a diagnostic software system by Noregon. JPRO allows Certified Uptime dealers to gather all essential information from the truck, including VIN, mileage, engine hours, diagnostic codes and other data, reducing direct contact with customers or vehicles. Trucks are then serviced in dedicated Uptime Bays to get customers in and out quickly, decreasing potential exposure.

This commitment to uptime and sustaining Volvo Trucks’ reputation for leadership under these conditions has also led to new practices introduced by North American dealers. Vision Truck Center in Ontario, Canada, has instituted a policy requiring a paperless process. All service jobs are handled through the ASIST platform with no paper routing.

Affinity Truck Center, with two Certified Uptime locations in California’s Central Valley region, created a process for quick, accurate service check-ins, the company says. As trucks enter, they trigger a bell in the service office. A technician thoroughly disinfects each truck before it is driven through the gate. Each new write-up is handled through a secure, tented entryway equipped with a sensor that alerts service staff when a customer enters. Specially installed plexiglass barriers separate the customer and service advisor during check-in.

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In addition to human safety protocols, Volvo Trucks’ ASIST software platform was recently upgraded to include the ability for dealers to update customer information for each truck in real time, a step that previously involved a third party and could have delayed the service process.

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