Instant diagnostic information will ensure efficient service and customer uptime.

Proactive approach to truck maintenance

Mack Trucks has launched MACK® GuardDog® Connect, a telematics solution built upon the existing Mack GuardDog maintenance monitoring system, keeping wheels and revenues rolling by strengthening communication among the truck, driver, customer and dealer.

GuardDog Connect enables quick diagnosis of issues, proactive scheduling for repairs and confirmation that needed parts are in stock and ready to install, all while the truck is still on the job.

Like a true watch dog, the system keeps an eye on the truck, makes the driver aware of potential issues and sends a message to the driver via the display on the dash.

The new solution, which is fully integrated into the truck when manufactured, kicks in should a more serious situation be detected. This triggers a series of events that starts with an automatic alert to the 24/7 customer support center, staffed by trained support specialists. Upon receiving the notification and while the driver continues working, the team immediately evaluates the situation. 

A case is opened in the web-based fleet service management platform, the owner or fleet service manager is contacted and the repair planning process begins through a customer-chosen dealer. This process includes verification that a bay and the necessary parts are available while repair instructions are being sent electronically to the dealer. Every step of the process happens within minutes of the initial heads-up.  The end result is that technicians are fully prepared when the truck arrives, getting the customer back on the road faster. 

“Customers have enough on their minds today without having to worry about the time it takes to diagnose a problem with their vehicle, and get the situation addressed,” said John Walsh, Mack vice president of Marketing.

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