Volvo's view of uptime: Bringing service, support under one roof

Volvo’s view of uptime: Bringing service, support under one roof

Built on the campus of its North American headquarters, Volvo Trucks’ new 123,000-sq.-ft. North American Uptime Center physically pulls together the personnel and service, which had already been working together to keep Volvo trucks productive, under one roof.

The Uptime Center is a Volvo Group North America facility that Mack Trucks and Volvo Trucks share. The facility is able to handle both brands’ customer service needs. Click here to read Mack’s take on uptime. 

Utilizing Volvo’s three integrated services—Volvo Action Service, ASIST and Remote Diagnostics—Uptime Center professionals monitor and respond to vehicle issues in real time, help dealers troubleshoot difficult cases and find the necessary parts for repair. This all helps Volvo customers increase uptime.

“It’s about data but it’s not just about a code,” said Rich Ferguson, senior vice president, aftermarket and soft products, Volvo Group North America. “It’s about turning data into useful information. That information allows us to work with our customers to manage people, assets and trailer loads.”

Using data from Volvo’s telematics systems, Volvo Action Service agents work directly with customers, dealers and Volvo representatives to resolve problems. They also rely on the work of product reliability engineers, who are responsible for diagnostics, developing service information and dealer tools, and ensuring issues are addressed.

Other members of the Uptime Center team focus on assisting the dealer in helping the customer. Dealer support personnel help troubleshoot challenging cases, manage warranty claims and resolve information technology issues. Parts specialists assist dealers in sourcing and managing parts, and work with suppliers and production plants to fulfill orders.

The Uptime Center not only reacts to downtime events, but also is proactive in identifying issues that may bring down a truck. As the center continues to improve and advance, Volvo sees a future where the center is an advisor and consultant to fleet owners and managers.

“Volvo’s number one priority is its customer’s needs and bottom line,” said Göran Nyberg, president of Volvo Trucks North American sales and marketing. “An airline doesn’t allow any unplanned stops. Volvo should have the same mindset when it comes to trucks. With the Uptime Center, we will be able to predict the lifetime of the components and predict when they will break or when they come to the end of their life, increasing uptime.”

According to Volvo, its dealers are key to customer uptime as they carry out most of the service support required to keep trucks moving. For that reason, Volvo dealers have invested $411 million since 2010 in improvements that will affect uptime. More than 50 new facilities are planned or underway, and the investments have also resulted in more technicians and Volvo master technicians, service bay capacity, spare parts inventories and parts department employees.

“Uptime is an ongoing process of improvement that requires the diligence and commitment of our people and our dealers combined with our industry-leading products, services and technology,” Nyberg said. “The new Uptime Center is one more step in the quest to make Volvo’s trucks the most productive in the industry.”

Site prep for the Uptime Center began in Sept. 2013. The center was completed in Sept. 2014 and has been fully operational and running since mid-October.

 

You May Also Like

Hexagon Agility, Brudeli announce CNG/RNG system integration with PowerHybrid technology

The setup enables the powertrain to switch between hybrid modes, providing flexibility for fleets to operate with different energy options.

Hexagon Agility and Brudeli Green Mobility announced a collaboration integrating Hexagon Agility’s CNG/RNG systems with Brudeli's plug-in PowerHybrid technology.

Brudeli says its PowerHybrid allows long-haul trucks to operate up to 80% electric energy, utilizing a dual electric motor system. The setup enables the powertrain to effortlessly switch between serial and parallel hybrid modes, allowing the truck to operate in the most efficient mode as vehicle speed, load, driving patterns, and battery charge level vary.

Freightliner M2, SD Plus Series launch updates its medium-duty truck offering

Freightliner introduced the new Plus Series–enhanced versions of its M2 and SD models, including the M2 106 Plus, M2 112 Plus, 108SD Plus, and 114SD Plus. The enhanced models provide a major update to the interior and electrical systems of the M2 and SD models. The OEM noted that the Plus Series is designed to

Freightliner-MD-SD-Plus-Series-1400
Truck cruise control technology that looks at the road ahead

If you’ve ever visited the Northeast region of the country, you’ve most likely encountered intimidating terrain. The winding roads. The steep hills. The intricate routes that challenge any seasoned driver, and, most recently, advanced cruise control systems that aim to improve fuel efficiency and driver comfort.   Related Articles – Four ways A.I. can help cut

Four ways A.I. can help cut diesel fuel costs

The fluctuation of fuel prices has made it more challenging to operate day-to-day. Drivers get paid by the mile, and, when fuel costs go up, margins shrink, impacting how fleets profit and pay their employees. Intelligent technology can lessen the impact of high prices by improving overall fuel efficiency. Related Articles – New ways to

trucking-technology-hacking
Peterbilt GM Jason Skoog charts today’s truck support, tomorrow’s truck solutions

Peterbilt made headlines recently when it became the first major North American OEM to open orders for an electric truck, the Peterbilt 220EV. In this exclusive interview, Peterbilt General Manager and PACCAR Vice President Jason Skoog details the technology investments that are keeping fleets productive during this year’s trying pandemic and laying the groundwork for

Peterbilt General Manager PACCAR Technology Electric Truck

Other Posts

Volvo answers questions about its new autonomous truck

Volvo gives additional details on its newly announced autonomous truck, and the technology behind it.

Ford to provide charging infrastructure for city of Dallas

As part of the agreement, Dallas will install Ford Pro chargers at city worksites and use Ford Pro smart charging software.

Truck OEM execs gather to talk electrification

An EV roundtable brought competitors from across the industry together to discuss their common decarbonization goals.

Accelera showcases new technology at ACT Expo

“We now have over 1.5 billion miles in the field on our e-mobility products,” Amy Davis, president of Accelera, said.