Volvo 2015 Annual Report Download - page 18
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Teams providing front-line sup-
port to Mack and Volvo Trucks’
customers, dealers and drivers –
from parts expediters to reliabil-
ity engineers – in Greensboro’s
new Uptime Center have one
primary goal: keep the trucks rolling.
Aman driving a Volvo truck learned a lesson a few months back
when his onboard GPS led him into the middle of a cow pasture
–and with a load of pigs in his trailer. He called the Uptime Center
in Greensboro for help but simply said his truck was stuck in mud
and he needed help getting pulled out.
Walida Gwinn, Emergency Management Service (EMS) Coordi-
nator, took the call. She dispatched a tow truck to bring out a
heavy-duty wrecker and, an hour later, the towing company called
to tell her the rest of the story. It was going to take hours to get
the truck moving again.
“They had to bring in more tow trucks and four-wheelers and a
chain saw to cut down a tree,” Gwinn says. “That’s when I called
the driver’s company to send another truck and rescue the pigs.”
Gwinn is one of the 40 Volvo Action Service and Mack OneCall
agents who take calls 24 hours a day from drivers who need help
when they are on the road. These agents occupy part of the first
floor of the new, 123,000-square-foot Uptime Center, which also
More than 85,000 Mack and
Volvo Trucks vehicles on the road
today in North America are
equipped with GuardDog Connect
and RemoteDiagnostics. The ser-
vice can cut the average diagnostic
time by 70% and the repair time
by more than 20% compared to
traditional repair processes.
It’s the
customer’s
call
UPTIME CENTER NORTH AMERICA
Location: Greensboro, North Carolina.
Opened: 2014.
Agents: 40 Volvo Action Service and Mack OneCall agents
available 24 hours a day, 7 days a week, 365 days a year.
Cases: Agents handle an average of 19,000 inbound calls a
month and make approximately 30,000 outbound calls. More
than 9,000 of these were telematics cases or scheduled
maintenance.
VOLVO UPTIME CENTER
“We want customers to
see that, with us, they
get great trucks but
also the full range of uptime
support that goes along with it.”
Mark Curri, Vice President Aftermarket Quality
& Operations, North America
16