june2021 - 38

SPOTLIGHT ON TECHNOLOGY TRENDS
Gaining an
advantage
With paperless processes and advanced
management technology, the steadily growing
Vision Truck Group dealership service operation
is driving up efficiency and proficiency.
By Seth Skydel
O
ngoing success at Vision Truck Group's extensive
and growing service operation across five locations
in southwestern Ontario stems from the
ability to differentiate the company in terms of
customer service.
" That can be difficult to achieve, " said Travis
Brown, director of service operations. " However,
we've been able to build a service operation foundation
that is helping us reach our business goals.
" It was a fundamental change in our approach
to service management centered on implementing
paperless processes that enabled measurable
improvements in service throughput and technician
productivity, efficiency, and proficiency, "
Brown continued. " Better organization of service
event processes was also driven by streamlined
collaboration and communication capabilities on
a single unified management platform. "
Vision's use of advanced service management
technology dates back to 2009 when it began
» At all Vision service facilities, vehicle
check-ins are now completed by a service
advisor using Noregon JPRO commercial
vehicle diagnostic tools, which automatically
open a service event case in ASIST.
using the Volvo Trucks and Mack Trucks ASIST
web-based service management system in its
service departments. Powered by the Decisiv
Service Relationship Management (SRM) platform,
ASIST was implemented initially to coordinate
repairs and communicate with customers.
In early 2019, Vision expanded its use of SRM to
build paperless service event management processes
in ASIST, and soon afterward it implemented the
application when it issued iPad tablets to 35 technicians
in its Etobicoke, Ontario shop. By October
of that year, the mobile devices were deployed and
in use at all of the dealership's service facilities.
" Our efforts were focused on ensuring consistent
service practices [were] being uniformly
followed in every one of our locations, " Brown
said. " With all Vision service facilities using the
same platform on mobile devices, we're able to
provide a systematic, paperless inspection process
without needing manual checklists to follow or
forms to fill out. "
At all Vision service facilities, vehicle checkins
are now completed by a service advisor using
Noregon JPRO commercial vehicle diagnostic
tools, which automatically open a service event
case in ASIST. The case is immediately populated
with asset-specific maintenance requirements
and recall and warranty status updates. It is then
exported and assigned to a foreman who reviews
fault codes or complaints and determines if additional
diagnostics are needed.
Through ASIST, the case is also assigned on an
iPad to a technician. From the mobile device, the
technician has access to the vehicle's service history,
specifications, and maintenance and repair
requirements. Technicians can order parts on the
iPad, enter notes and photos, and communicate
with other technicians who may have worked on
the same vehicle. All of the information is also
linked to Vision's Karmak Fusion dealer management
system for invoicing.
Throughout the process, Vision service customers
receive updates on the case, and can be
contacted directly by the technician using the
iPad to answer questions. Customers are also
38 Fleet Maintenance | June 2021
» Vision Truck Group's use of advanced service
management technology dates back to
2009 when it began using the Volvo Trucks
and Mack Trucks ASIST web-based service
management system in its service departments.
Photos courtesy of Vision Truck Group
informed immediately when the asset is ready
to be returned to service.
" With paperless capabilities, we have eliminated
a communication disconnect, " Brown stated. " Over
multiple shifts, from case to case and technician
to technician on a 24/7 basis, and with customers,
the SRM technology makes transparent collaboration
and improved communication possible. "
Vision Truck Group's technicians have readily
adopted and adapted to the use of iPads in the dealership's
shops, Brown reported. Using commonly
available and familiar mobile devices meant little
or no training was required, he explained, and there
have not been any issues with the performance,
durability, or connectivity of the mobile devices.
june2021

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