Virtual Technician Overview

Detroit Connect
April 2016

Daimler Trucks
Agenda
Virtual Technician Overview (VT 101)

Tableau Reports

Utilizing VT Dash Portal

Resources

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 Detroit Connect: Virtual Technician
What is Virtual Technician?

• Virtual Technician is the industry’s only telematics solution that records critical vehicle performance data immediately before,

during and after a fault occurs

• That’s 75 seconds of data to diagnose the problem right the first time!

What are the benefits for the customer?

• Within minutes of receiving an fault code, Virtual Technician engineers provide customers with a preliminary diagnosis,

recommendations and, if needed, directions to convenient service locations with parts available

• Save money by servicing vehicles only when needed

• Locate convenient service centers with available parts

• Trust expert analysis from experienced technicians on Service Now check engine light events

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 VT fault codes are classified into three different categories
based on urgency
Service #1. Service Info (SI): Information only – No action required
Info
• No emails are sent on SI faults

#2. Service Soon (SS): Check when convenient – Not Urgent

Service
Soon • Advises operator/dispatch to check when convenient

• An automatic email notification will be sent every 60 days on SS faults

• SS designation will be stated in the subject line of the email

Service #3. Service Now (SN): Requires immediate action

Now
• Detroit Customer Support Center (CSC) is also alerted

• CSC sends follow up email with service/parts recommendations after first notification

• An automatic email notification will be sent every 72 hours on SN faults

• SN designation will be stated in the subject line of the email

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How does Virtual Technician work?

24/7

Portland Telematics
Services
Check
Detroit Customer
Engine Automatic SS or SN Support Center
E-Mail Notifications
SS
Service
Info SN Follow Up E-Mail from Detroit CSC
(Details of SN events with
3 Fault Types

recommendations for service & SN

Service nearby service locations)

Soon

Service
Now

Fleet or Owner Authorized Service Location

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Sample initial email sent from VT database to customer
when a fault occurs
Pacific Time

Truck Number in
subject line if known

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 Automatic emails sent within 2 minutes of the dash light
coming on with complete corrective actions

Based on the code logged, part

numbers can immediately be given to
repair the issue. (These are parts are
commonly stocked at all authorized
service locations).
Directions to perform a
parked regen can be
communicated directly
to the driver

Customized emails for certain specified codes includes all information to allow the customer to make correction
without a service visit, or provides all part information in first note.
Currently we have 75 codes covered by this automation.
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 How the Detroit Customer Support Center analyzes an
individual fault

A CSC Remedy Ticket is created at the same time the customer is notified
via email that a fault has occurred. CSC agent will open the ticket and
review the captured log file. Then a follow up email is sent to the customer
with parts and service information needed to repair the issue.

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Follow up email sent to customer with detail of events
including closest service locations with parts in stock
Default VT Settings:

Limited or no Cellular Coverage?

If a truck travels into an area that does not

have cell coverage, emails will be delayed until
the truck moves into a cell coverage area. If
48 hours has passed since the fault occurred,
Part #s
no email notification will be sent when moving
back to a cell coverage area. These faults can
be viewed on the VT Dash website or the
future customer-facing portal.

Nearest repair facilities with parts in stock. Less

than 100 miles away from the fault GPS location.
Details will include whether dealer is Elite Support
and/or Express Assessment Certified as well as
their business hours and contact info.

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Managing VT Emails

Customers have the ability to modify VT email preferences:

Options:
• Turn off email notifications for all ‘Service Soon’ and/or all ‘Service Now’ fault types*
• Turn off specific fault code email notifications*, i.e., 111/1 Low Coolant Level

*Note: Fault code information regardless of email notification preference will be displayed
in the VT dash website and available for viewing through AccessFreightliner and future customer-facing portal.

Information required to process request:

• Customer Name
• Fault code category to be modified: SS or SN if category email preference changes
are required;
• Specific fault code number for disabling email notifications
• One VIN number (last six digits) to locate the account

Questions can be answered and/or requests can be processed by contacting

[email protected] or calling 855-253-0420

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Agenda
Virtual Technician Overview (VT 101)

Tableau Reports

Utilizing VT Dash Portal

Resources

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For customers looking for a more comprehensive fault
overview, utilize Tableau reports

All codes by Fault

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 Driver Actionable Faults Service NOW’s by Month

#Events vs #Trucks Monthly

• Reports can identify fault trends across the fleet
on a month by month basis or even smaller
timeframes.
• With this tool fleets can identify if they have an
issue across their fleet or only a few specific
vehicles.

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Agenda
Virtual Technician Overview (VT 101)

Tableau Reports

Utilizing VT Dash Portal

Resources

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Logging into the VT Dash website through DTNA Connect
After logging into DTNA Connect, clicking
the Virtual Technician icon from the home
page will allow access to the VT Website.

*Note that anyone can get an DTNA Connect

(previously AccessFreightliner ID) and have
access to the VT home page as ‘read only.’

*If User ID does not have access to the VT Icon, the user needs to contact
the Dealer Help Desk:
The Help Desk can be reached by phone or email:
Phone: 855-639-8680 - Daimler Trucks North America Dealers, Fleets and Customers
E-mail: [email protected]

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VT Dash Home page: Customers can search by last six of the
VIN, Engine S/N or VT event ID, then click on ‘Search Faults’
Customer View
Dealer/Distributor View

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Dive into a specific fault event or vehicle based history by
viewing events chronologically and/or based on severity

Note the reference key indicating color

coding and symbol for log file, email
notification and whether the code was
thrown while the vehicle was in a geofenced
location.

To drill down into a fault event, click on

the fault event ID. If log file information
is available, it will be displayed.
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Click on the event description to get more detailed
information to help instruct the customer or driver

Dispatch notes that

can be communicated
directly with the driver!

Displays severity and notes by VIN.

Notes include: whether to stop the truck or continue on route, if the truck will
lose engine power or shutdown, as well as any special instructions.

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Agenda
Virtual Technician Overview (VT 101)

Tableau Reports

Utilizing VT Dash Portal

Resources

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Since connectivity spans both sales and service there are a
variety of resources to support Detroit Connect
Resources:
• Demand Detroit Website (www.detroitconnect.com)
Includes: product overviews, videos, sell sheets, registration forms
• The DASH
Includes: sell sheets, competitor comparisons, Zonar Dealer kit, past webinars 2G replacement program
• Freightliner Sales Tool (FST) app
Includes: sell sheets, competitor comparisons, Zonar dealer kit
• DDCSN (click support, click Virtual Technician)
Includes: overview of VT Fault code classifications, how to customize VT email preferences
• SpecPro Product info section – specifically for Zonar 2020 Tablet
• Zonar’s dedicated DTNA support contact info:
Phone: (866)-491-6512 Email: [email protected]

If you can’t find what you need contact the Detroit Connect team directly at: [email protected]
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DTNA Connect also a great resource for Detroit Connect

3
1

Clicking on the Virtual Technician application in 2 The Detroit Connect (Telematics) page under
DTNA Connect will launch a current portal (VT Tools & Services has a variety of resources.
DASH) to allow dealers/customers to see vehicle Including pricing information, step by step
fault history and dive into specific fault events. walkthrough for registering & renewing
This is what the team in Detroit uses to diagnose vehicles in OWL, sell sheets, training to
the fault events today! upgrade hardware etc.

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 Thank You!

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