SOURCE: Decisiv, Inc.

Decisiv, Inc.

December 08, 2015 09:00 ET

Decisiv Maintenance Summit Focuses on Key Issues and Opportunities

Fleets and Service Providers Gather to Discuss Best Practices and Ideas for Improving Fleet Maintenance Processes and Maximizing Uptime

GLEN ALLEN, VA--(Marketwired - December 08, 2015) - Decisiv, Inc., the leading provider of Service Relationship Management (SRM) solutions for commercial assets announced today that its highly successful 6th annual Maintenance Summit brought together fleet and service provider representatives to discuss key service and maintenance issues and opportunities for the trucking and transportation industries. The invitation only, five-day event was held here at Decisiv's headquarters location.

"The Decisiv Maintenance Summit helped everyone in attendance focus on the value of communicating and collaborating as a path to improving efficiency and resolving issues that hamper uptime," said Michael Riemer, VP Product & Channel Marketing at Decisiv. "In addition, the participants were able to provide great input into our product planning process. They were very excited about our roadmap plans and will continue to provide input throughout the next year."

During the Maintenance Summit, fleets and service providers met separately and in joint sessions with members of the Decisiv executive team. "I was impressed with the capabilities of the Insite reporting and Vision real-time decision support tools, and am looking forward to using both those products," said Monte Vanover, Director of Fleet Maintenance, Carroll Fulmer Logistics Corporation. "I am also excited about the direction that Decisiv is taking in terms of APIs and the ability to interface with the different software programs we use.

"There can be a high level of frustration with integrations for fleets so anything to make things more seamless is a move in the right direction," Vanover continued. "Decisiv definitely has a good plan in place and truly seems to be customer focused."

"The Decisiv Maintenance Summit provided a lot of new information and ideas that we plan to utilize to help improve our service management processes," said Mike Laughead, Director of Service Operations - Western Division at TranSource, Inc. "I brought comments back from fleets at the event and shared them with our service management team so we can be responsive and understanding of our fleet customer's requirements.

"It was also clear that Decisiv has listened and recognized that with changes in the industry more information is needed to help with tracking, reporting, and automation between dealer and fleet management systems," Laughead added. "The tools Decisiv offers, like Vision and Insite, can help speed decision making, scheduling and technician proficiency, and will help us deliver premium levels of customer satisfaction."

"The Decisiv Maintenance Summit gave me a better understanding of what other service providers are doing, the priorities of our fleet customers and the direction that Decisiv is going," said Wes Sage, Director of Service Operations at Papé Kenworth. "The format, with service providers meeting separately and then with fleets, was the perfect way to address how service providers need to more fully understand the coordination that has to take place at a fleet when they have a repair event, and from the fleets' perspective how important it is to communicate transparently. The fleets also discussed priorities we need to address, such as how important VMRS coding is in their operations.

"Overall," Sage continued, "I learned how Decisiv is providing great tools, especially for companies like ours with multiple locations. Things like Vision help us manage the service and repair process more effectively for our customers and eliminate the things that cause them frustration."

At the Decisiv Maintenance Summit, Mark Martincic from KEA Advisors shared dealer and provider best practices. "Service providers need to recognize that tools like the Decisiv SRM platform fundamentally change the profitability of a shop," Martincic suggested during his presentation.

"For instance, the longer a repair order is open, the less gross margin," Martincic related. "If an RO is open more than 14 days, you should expect to see 25% less parts and service revenue. Remember, you are selling ice in the form of labor hours. What you don't sell today is not available tomorrow. Assuming a $100 per hour labor rate, every six minutes you lose equates to a loss of $10 in labor and $10 in parts, which represents $1 of lost profitability."

Martincic also reported results from a recent review by KEA of more than 125,000 customer pay repair orders and almost 50,000 warranty cases. Characteristics of the top performing dealerships in the study (more than 80%) included the use of dedicated technician and bay triage practices, providing written or electronic estimates, and a disciplined follow-up and management process for all service and repair activity.

Jack Porter from the GPorter Group was also on hand at the Decisiv Maintenance Summit to facilitate a conversation with fleets and service providers on key maintenance topics and challenges. During this session, the collective group brainstormed about key attributes of a preferred service provider, including:

  • Importance of a Timely, Measurable Triage Process
  • Parts Availability
  • Delivery and Accuracy of Promise Times/ETRs
  • Clarity of Details and Responsiveness to Follow Up Dates and Times
  • Hours of Operation (most fleets felt they required 24/7/365)
  • Data Integration Opportunities (e.g. VMRS coded cases and operations)
  • Written/Electronic Estimates
  • Billing/Invoice Consistency with Estimates

Porter also led a group discussion on the importance of VMRS coding, which pre-event surveys indicated was of great value to fleets and of little interest to service providers. To follow up on this topic, Decisiv is planning to host a Webinar focusing on VMRS coding, and will announce details soon.

About Decisiv, Inc.
Founded in 2001 and based in Glen Allen, Virginia, Decisiv is the world's leading provider of Service Relationship Management (SRM) solutions for commercial assets in trucking and transportation, coach, construction, power generation, and other on- and off-highway, heavy-duty equipment markets. Decisiv's cloud-based software, mobile applications and services enable enterprises, government entities, leasing and rental companies and service providers to more effectively manage, monitor and report on service and repair event interactions independent of asset type, service provider or device. In the North American market, 1,200 fleets with 500,000 assets and more than 3,000 service providers and thousands of roadside service and tow providers are using the Decisiv SRM platform to perform more than 350,000 inspections and manage over 2 million service events per year. For additional information, visit