Two and a half hours pass before a fault code becomes a workshop appointment.
The driver phones in the code from the hard shoulder. Dispatch looks for the manufacturer's manual, which depending on the brand is a PDF, a portal or a paper binder, and then calls up the repair history in the workshop system. Only then is it clear whether a nearby authorised workshop can take the job or a replacement vehicle has to go out.
5brands in the fleetEach brand brings its own documentation and its own fault numbering.
1reported codeThe driver reads out SPN 3364 from the exhaust system.
2.5 hoursto classificationFind the manual, translate the code, read the repair history.
3xthe same questionDispatch, workshop control and the driver each look up the same thing in turn.
Downtime shrinks by 50% because the workshop appointment is fixed the same morning rather than after a call back to the manufacturer.
The 50% reduction in downtime is this agent's headline figure. The two and a half hours to classify a fault code reflect a typical sequence in a mixed fleet and are not a measured value.