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ENHANCING THE END-TO-END CUSTOMER EXPERIENCE

DIGITAL FLEET MANAGEMENT

SEAMLESSLY DIGITAL FLEET MANAGEMENT

In a connected world, technology companies are joining forces to deliver end-to-end connected customer experiences—especially in areas of fleet ownership and management. These partnerships allow fleet owners to better manage the servicing and repair of technologically advanced vehicles that are rolling off assembly lines every day. We chatted with executives from two companies that entered a similar partnership, MSTS and Decisiv, to get more insight into this emerging market.

MWS: CAN YOU GIVE A BRIEF SYNOPSIS OF THE SERVICES PROVIDED BY MSTS AND DECISIV?

SALINAS:

MSTS™ is a global leader in B2B payment and credit solutions, facilitating transactions for customers in more than 190 countries. MSTS’ cutting-edge Credit as a Service™ (CaaS) solution is setting the stage for the future of omni-channel B2B payments. Small to medium businesses and enterprise organizations use CaaS to extend credit lines to customers without straining working capital.

BRADENHAM:

Decisiv Service Relationship Management (SRM) is a cloud-based collaboration platform that streamlines the management of asset service and repair processes and connects stakeholders in a commercial asset service ecosystem. It provides communication and collaboration capabilities around maintenance and repair events and enables access to actionable, in-context information for proactive, real-time use and to consistently capture high-quality data for more informed decision-making. SRM technology drives improved service management effectiveness and enables unrivaled asset service, performance, and usage as well as a dramatically stronger connection with customers.

MWS: HOW IS THE CONCEPT OF CONNECTED CARS AND TRUCKS CHANGING THE WAY FLEET MANAGERS OPERATE AND MAINTAIN THEIR VEHICLES?

BRADENHAM:

The expanding use of telematics is creating new opportunities to drive asset performance and usage. One value of remote systems is that the vehicle can report on its own status without human intervention, which allows telematics-driven solutions to greatly improve maintenance efficiency and vehicle uptime by delivering information more quickly and consistently. The ultimate benefit is that fleet managers are able to find ways to move toward a connected end-to-end service.

MWS: WHAT WAS THE DRIVING FORCE BEHIND A PARTNERSHIP BETWEEN DECISIV AND MSTS?

BRADENHAM:

For the OEM National Account programs for fleets and the dealers and service providers that use the MSTS suite of payment and credit applications and services, automating authorization by integrating service event management with Decisiv SRM protects customers from out of credit situations and ensures payment certainty. This offers managers and owners peace of mind and allows them to put more focus on the task at hand.

SALINAS:

Previously, both services operated in silos with very little collaboration. By providing an integrated experience for fleets, tying the service event and billing processes together, fleet owners now have  peace of mind that the service event is approved and invoiced correctly. The synergy between the partnership establishes an end-to-end purchase to payment customer solution.

MWS: HOW DOES THE PARTNERSHIP BETWEEN MSTS AND DECISIV MAKE FLEET MANAGEMENT EASIER?

SALINAS:

Fleets now have more control by approving all service events prior to the work commencing. The service event is then verified to the fleet’s invoice, ensuring billing accuracy. The process increases transparency and control for a fleet to manage costs. 

In addition, the data collected during the entire process drives business intelligence. It enables smart decisioning to control costs and increase the time their fleet is on the road, leading to more business and happy customers.

BRADENHAM:

Through its partnership and integration strategy with MSTS, Decisiv is enhancing the end-to-end connected customer experience for the management of fleet service and repairs for dealers and service providers who use the MSTS Credit as a Service technology. The integrated solution creates a seamless experience for digitally managing estimate approvals and payments from the moment the equipment enters a facility through completed repair to invoice.

MWS: ADDITIONAL COMMENTS?

BRADENHAM:

60 percent of the North American commercial vehicle market participates in the Decisiv SRM ecosystem in order to improve usage and performance for more than 4 million assets. More than 12.5 million service and repair events have been managed using Decisiv SRM technology, and last year Decisiv SRM delivered $2.5 billion in value to the North American Commercial Vehicle market. 

Decisiv continues to announce a wide range of new partnerships and integrations with OEM dealer and service networks and maintenance software and diagnostic solution providers.

MARTHA SALINAS

MARTHA SALINAS is the chief customer officer at MSTS. Since 1996, she has spearheaded the company’s collaborative efforts to launch custom billing and payment solutions with clients including Best Buy, PACCAR, and United Airlines. Martha oversees account management, project management, and account services for the private label division with a constant focus on program growth and commercial billing and payment innovation. Find out more, visit www.msts.com/en

ROB BRADENHAM

ROB BRADENHAM is the senior vice president of commercial vehicles for Decisiv where he leads the Commercial Vehicles business, working with major OEMs, service providers, fleets, managed care providers, and other participants in the commercial vehicle service ecosystem. He also leads Decisiv’s Data Services business that leverages the unique capability of the Decisiv platform to bring together data from all aspects of an asset throughout its lifecycle. Find out more, visit www.decisiv.com

MODERN WORKTRUCK SOLUTIONS: MAY 2019 ISSUE

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