Center consolidates Mack customer support functions

Mack Trucks’ new 123,000 sq. ft. Uptime Center in Greensboro, N.C., co-locates personnel from every customer support function, connects them to truck owners and dealers with the latest telematics, communications, and case management tools, and makes it easy for cross-functional teams to quickly interact face-to-face when necessary to keep a vehicle on the road.

“The Center facilitates the balanced mix of technology, live expert support and proactive communication we need to quickly deliver solutions that directly impact customers’ bottom lines,” Mack Trucks North American Sales and Marketing President Stephen Roy.BRF-MACK-400

Experts now under one roof include live 24/7 Uptime agents, reliability engineers, dealer support staff and parts specialists. Among Mack Uptime solutions managed through the Center are OneCall agents offering critical support to customers experiencing planned or unplanned service events; ASIST, the web-based fleet service management platform that ensures timely information sharing, communication and tracking of a service event among the customer, dealer and Uptime Center staff; GuardDog Connect, the proactive diagnostic and repair planning system monitoring fault codes that could potentially shut down a truck or lead to an unplanned dealer visit; Reliability, backed with staff responsible for identifying issues, developing service information and delivering service campaigns; and, dealer support plus parts ordering.

BRF-MACK2-400The Mack Trucks Historical Museum recently marked its 30th anniversary. Incorporated as a non-profit in 1984, the museum commemorates 114 years of Mack history through photos, memorabilia and a collection of vintage Mack truck models. The museum is known worldwide as the ultimate source for information about Mack and Mack products. Nearly 6,000 people from around the world visit the museum each year. Mack’s connection to Hollywood movies such as Cars, Transformers and Die Hard with a Vengeance is on display, as well as the oldest existing Mack vehicle: a 40-hp, 28-passenger sightseeing bus. The Mack Trucks Historical Museum is housed in the Mack Customer Center in Allentown, Pa.