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Mack improves uptime with enhanced Over The Air capabilities

Oct. 23, 2018
Mack improves uptime with enhanced Over The Air capabilities

Mack Trucks has expanded its Mack Over The Air (OTA) software and vehicle parameter capabilities with even more available updates for Mack customers with 2017 GHG Mack engines and factory-installed hardware. Mack also simplified registration with a new online portal resulting in a quicker, streamlined process for eligible customers to sign up for the service.

“Customers who utilize Mack Over The Air have noticed a significant improvement to their uptime because they can have software updates performed and vehicle parameters set while the driver is parked at lunch or at the home location,” said David Pardue, Mack vice-president of connected vehicles and uptime services. “The end result is the customer saves time and money.”

As part of the enhancement, parameter kits were expanded to include fuel performance--which offers three options: performance, balanced and economy. The system enables customers to set the parameter for the desired outcome with one simple selection. The expanded parameter kits are covered under the two-year initial offer (two parameter changes per year). Packages are available to extend beyond this time.

Mack Over The Air was launched in February 2017 with two categories of software updates--one for powertrain components, and the other for vehicle parameters, such as road speed. Mack Over The Air improved performance particularly for customers with trucks changing duty cycles regularly depending on economics, load type and geographic area.

Software updates take less than 20 minutes; parameter updates take less than 10 minutes. Updates can be completed anywhere in the United States and Canada where a cellular connection is available.

Mack GuardDog Connect telematics hardware enables Mack Over The Air to deliver these updates to customers with minimal interruption. GuardDog Connect is standard on every Mack model equipped with a Mack engine. The telematics service offers proactive monitoring and repair planning, enabling real-time diagnosis of issues, scheduling of repairs and confirmation that needed parts are in stock and ready to install. Combined with Mack ASIST and Mack’s live OneCall uptime agents, GuardDog Connect delivers the right mix of people and technology to provide decision-critical information to maximize customer uptime.

Mack’s uptime functions are based in Greensboro NC at the Mack Uptime Center, a 123,000 square-foot facility housing personnel from every customer support function. Through the latest telematics, communications and case management tools, the Uptime Center allows Mack uptime agents to work through cross-functional teams and address customer needs quickly and efficiently.