Significant Customer Uptime Gains Achieved with ActiveCare Direct
Updated: Apr 6, 2020
The statistics are in: ActiveCare Direct, Volvo CE's telematics-monitoring and fleet-utilization reporting service, has given customers significant uptime gains since its launch two years ago. By continuously developing the system, Volvo CE has increased its ability to catch machine problems proactively and provide quick technical responses and downtime resolutions.
“We are committed to being the number one uptime provider in the construction industry. That’s why, in addition to producing durable machines, we are providing services that prove Volvo’s relentless commitment to customers' uptime." -Vice President of Uptime and Customer Support Scott Young, Volvo CE
What is ActiveCare Direct?
Volvo CE launched ActiveCare Direct in March 2017 to improve the information equipment owners and fleet managers receive from traditional telematics systems' undiagnosed fault codes.
The CareTrack telematics system relays data to the Volvo Uptime Center in Shippensburg, PA, where analysts and proprietary software sort through thousands of data points. When an issue requires attention, ActiveCare Direct sends a case alert to Highway's CareTrack administrator and the machine owner so Highway's Service staff can respond quickly.
Case alerts include probable causes, recommended solutions, and potential consequences of not taking action.
ActiveCare Direct also sends monthly fleet-utilization reports to machine owners, which include insights that help them make fleet decisions and address operators' machine misuse.
“Customers and our dealers are seeing the value in a telematics system that frees them from the burden of data overload while also helping them get in front of potential machine issues before they become a major problem,” said Scott Young.
By increasing the number of available case alerts, ActiveCare Direct has made machine coverage more comprehensive, thus making it easier for Highway staff and customers to identify solutions to unique service needs.
Volvo CE also doubled the number of ActiveCare Direct-eligible machines since September 2018. Customers who purchased equipment prior to ActiveCare Direct's launch can now upgrade to take advantage of the service.
Volvo Uptime Support
For one hour each morning, the Uptime Support team meets in Shippensburg, PA, to analyze and resolve the most critical equipment cases. If necessary, field-based technicians and Volvo CE tech support headquartered in Sweden join the meeting remotely.
Through intense cross-training, all specialists on the Uptime Support team have expanded their expertise to encompass the entire Volvo CE product line, meaning they can respond to calls and alerts 97 percent faster than before.
ActiveCare Direct now boasts an 85-percent improvement in resolution time for critical downtime cases thanks to telematics system improvements, Uptime Support team cross-training, Tech Line retooling, and responsiveness from dealers like Highway.
“We have an industry-leading process, and we’re doing it with the goal of keeping our customers up and running." - Director of Uptime and Technical Services Rhys Eastham, Volvo CE.
What to Expect
The upgrades are far from over. Thanks to data from resolved cases, processes will continue to improve across Volvo CE's global network with a goal of achieving even faster resolution times.
Volvo CE is evaluating ways to use ActiveCare Direct to show customers information on component life expectancy and find more machine data points the system can use to improve diagnostic times and parts availability.