Mack Anthem In it for the long haul - Pandemic pivot - Mack Trucks
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®
Mack Anthem
In it for the long haul
®
Pandemic pivot
Uptime Center powers through obstacles to help customers
Mack® LR Electric
A look at how Mack is electrifying trucking
100 years strong Vol. 1 2021
Mack Canada celebrates a century on the road
CONTENTS
Your Passion. On the cover: Ryan Mabe,
general manager for Reliable Carriers
Photos by Kirk Zutell
Our Gear. 2 Viewpoint
Living through history
Perfect 2 Headlights
Mack® Granite® mixer donated to
Concrete Industry Management program
Combination. Bergey’s Truck Centers named 2020
Dealer of the Year
AAA Zoellner Materials featured in Mack’s
RoadLife 2.0
Mack debuts custom NASCAR Salutes wrap
MACK SUPERLINER
BLACK TSHIRT
M4446 10 On Business
Mack Uptime Center continued critical
customer service despite COVID-19
obstacles
MOOVER MACK RIDE-ON At Work
WOODEN TOY TRUCK 12 Reliable Carriers increases fuel
M2909 RED efficiency and driver satisfaction with
M2910 GREEN Mack Anthem
16 Chief Express chooses Mack Anthem
Mack
to power its growth
20 White Oak credits Mack Anthem for
recruiting and retaining drivers
Anthem
22 On Equipment
® Mack building LR Electric trucks for
refuse industry
24 Taillights
4
24 2021 Calendar Winners
Anthem delivers fuel 26 100 years strong
economy, safety, driver Mack Canada celebrates a century on
the road
M3689 TRAILER HITCH
M0078 HOOD ORNAMENT comfort and retention 28 In production
KEYCHAIN MACK BULLDOG CAMP MUG
M1177 GREY RVO ramps up Mack MD
MACK TUMBLERS M1179 WHITE
M7318 BULLDOG STAINLESS STEEL
Reliable Carriers
12 26
M1183 PERFORMANCE COUNTS TERVIS
increases fuel
efficiency Mack Canada
and driver celebrates
satisfaction a century on
with Mack the road
MACK B61 DAY CAB & VINTAGE TRAILER MACK CAPS MACK AC/DC BACK IN BLACK
1:64 SCALE M2439 BLACK & YELLOW SUPERLINER DIECAST 1:64 SCALE
M1566 M2309 GREY M1547
M2440 TAN
FREE SHIPPING THROUGH JULY CODE: BULLDOGFAN MACKSHOP.COM 2021 V1 | BULLDOG | 1
VIEWPOINT HEADLIGHTS
Living through history AAA Zoellner
Materials Inc. latest
company featured in
Mack’s RoadLife 2.0
AAA Zoellner Materials Inc., a
family-owned and operated concrete
and building materials company,
Mack donates Mack® Granite® takes the spotlight in the eighth epi-
mixer to Concrete Industry sode of Mack’s RoadLife 2.0 series.
The company, founded in 1994 and
Management auction based in Imperial, Missouri, has long
been a dependable and innovative
M ack Trucks announced it will continue its support of the Concrete
Industry Management program by donating a Mack Granite® mixer
for the annual CIM Auction. The auction, to be held on June 9 during the
provider of concrete mixes in the St.
Louis metropolitan area and currently
operates an all-Mack fleet, including
World of Concrete 2021 convention at the Las Vegas Convention Mack® Granite® concrete mixers and
O
ne year ago, we used this space to celebrate the 100th anniver- Center, is the primary fundraiser for CIM programs and helps to support dump trucks, Mack TerraPro® con-
sary of Bulldog magazine (and the 120th birthday for Mack educational programs and fund scholarships. crete boom pumps and Mack
Trucks). A lot happened in that first hundred years, but this past “Mack Trucks is proud to again support the CIM program and the Pinnacle™ day cabs.
year has been unforgettable. development of future industry professionals,” says Tim Wrinkle, Mack AAA Zoellner Materials recently out-
All of us at Mack hope that you and your families have remained safe
and healthy, and our hearts go out to those who have suffered from the
construction product manager. “As a leader in the construction seg-
ment, Mack understands the valuable skills and insights that CIM’s pro-
N.J. Bergey’s Truck Centers fitted two of their Mack Granite model
mixer trucks with Mack mDRIVE™ HD
pandemic. Now that effective COVID-19 vaccines are widely available,
there is a whiff of optimism in the air.
grams offer students, creating well-rounded leaders and workers, ready
for the demanding and competitive concrete industry.”
named 2020 Dealer of the Year automated manual transmissions.
“The guys actually rave about them,”
Mack, its dealers and customers faced and overcame many chal-
lenges. There was a massive, sudden disruption of all aspects of soci-
ety and the economy. There was also a renewed appreciation of the role
Attendees of World of Concrete 2021 may bid on the Mack Granite
during the silent and live auctions. The Mack Granite is backed by a
60-month/250,000-mile Mack Engine Plan 2 extended warranty, and the
T he Mack Trucks 2020 North American Dealer of the Year is Bergey’s Truck Centers of
Pennsauken, New Jersey. Mack made the announcement during its annual dealer meeting,
which was conducted virtually this year.
says Patrick Zoellner, vice president
of AAA Zoellner Materials. The com-
pany recently followed up with an
trucks and truck drivers have in society. Thanks to all of you who took model will be delivered free to the auction winner anywhere in the con- “The Bergey’s team grew its market share, made investments to improve customer support and order for four model year 2022 Mack
the necessary precautions and went to work every day and kept trucks, tiguous United States. has strongly supported the rollout of the Mack® MD Series,” says Jonathan Randall, Mack Trucks Granite mixers.
drivers and the economy moving. The vehicle up for auction, a Mack Granite Axle Forward model bridge senior vice president of North American sales and commercial operations. “Bergey’s Truck “My husband always said it’s the
As a manufacturer, Mack had to quickly learn how to build trucks while formula mixer, is powered by a 375-horsepower Mack MP®7-395C Centers’ strong performance on behalf of their customers and the Mack brand rightfully earned workhorse. That’s the truck we need
protecting employees from the coronavirus. Most of the rest of the com- engine, with a 14-speed Mack mDRIVE™ HD automated manual trans- them this distinction, and we look forward to an equally successful 2021.” for the area we’re in,” says Patricia
pany had to adjust to working from home, while still getting the job done. mission and Mack front and rear axles. Paired with the Mack Granite Mack awards Dealer of the Year to a dealer that continues to grow their business, is highly Zoellner, co-founder of AAA Zoellner
An article in this issue of Bulldog highlights how Mack’s Uptime Center and Mack Cornerstone™ chassis is a McNeilus FLEX Controls rated by customers for satisfaction, and consistently exceeds business targets for sales, parts Materials. “The service, the wear, the
team continued to support customers — even with the disruption caused Bridgemaster Mixer, featuring an 11-cubic-yard M80 Series drum and leasing. tear, everything, the longevity of life
by the pandemic, as well as a few challenges from Mother Nature. donated by McNeilus. Bergey’s has been in business for 97 years. Family-owned and operated, Bergey’s runs 10 truck with a Mack truck. He loved it. He
We’ve also faced an extraordinary rebound in the truck market and centers throughout Pennsylvania, New Jersey, Delaware and Maryland. couldn’t say enough good about
global supply chain disruptions which have challenged and constrained Mack.”
production. It’s a challenge we meet on a daily basis and we’re holding
ground. Even still, with all craziness, we brought a new production facil-
Mack Trucks to open
ity in Salem, Virginia, online and began commercial production of the electric vehicle training hub
Mack MD series of medium duty trucks. The new MD has been well
in California Mack® Command Steer system now Mack debuts custom NASCAR Salutes
received by customers and is making a name for itself.
Innovation didn’t stop with the Mack MD, as evidenced by the pro- available for Granite® axle back models wrap in honor of U.S. military
duction start of the highly anticipated Mack LR Electric. This ground-
breaking product signals a paradigm shift for commercial trucks with
the introduction to what we refer to as eMobility. An interview with
M ack announced it will open a training facility for its Mack LR Electric
model in Hayward, California, supporting customers in the Western
United States and Canada with comprehensive electromobility courses M ack® Command Steer, Mack’s active steering system that
reduces driver fatigue, is now in production in Mack F or the fourth
consecutive
Mack’s experts shows how the LR Electric is ushering in a new age. and training to begin on June 1. Granite® axle back models. year, Mack Trucks
The Mack Anthem and its driver-centric design is the cover story of The training facility will serve as the flagship location for Mack’s LR The Command Steer system combines an electric motor with has unveiled a new
this issue. Since the Anthem was introduced, it has steadily gained a Electric training, says Jonathan Randall, Mack Trucks senior vice presi- the Mack Granite model’s hydraulic steering. Sensors outfitted custom-designed,
reputation as a complete driver’s truck and a fuel efficiency monster. dent of North American sales and commercial operations. throughout the truck collect data on the terrain, driver inputs and military-themed
This past year, all our employees have done a tremendous job, and I The 9,600-square-foot space will eventually offer courses 50 weeks a environmental elements. The Command Steer system processes wrap for one of
want to thank them for their efforts, past, present and future. year and feature the same training tools found at the 425 dealer loca- this data more than 2,000 times per second, then provides vari- NASCAR’s 10
I also want to thank our dealers and all their employees, who have tions throughout the U.S. and Canada. The first week of training will able steering effort through its electric motor, applying additional Mack Anthem®
once again proved their commitment to our industry and our mutual focus on battery-electric vehicle safety training, and though subsequent torque as needed to make it easier for the driver to keep the models as part of
customers. And finally, thank you to our customers who, along with weeks’ courses are still being finalized, sessions are expected to include truck steady on its desired route. Command Steer also sup- 2021’s NASCAR
Mack, have always known how essential they are to the economy and more training on battery-electric vehicle operation and repair, as well as presses uneven terrain, countering the steer force on pesky pot- Salutes Together
their communities. We’re all part of a great family and tradition, one we diesel training and parts sales and warranty fundamentals. holes and dips and reducing the kicks from the truck’s steering with Coca-Cola
all proudly share. “We will have the same setup as dealers, so trainees are utilizing the wheel. campaign.
Mack has been up to a lot in the past year. Please enjoy the first issue same safety equipment, electrical repair tooling and electric chargers as This significantly reduces the physical demands on drivers, Incorporating all
of Bulldog’s second century. they would be at their dealer location,” says Scott Behe, senior manager says Tim Wrinkle, Mack construction product manager. five branches of
of training support for the Mack Trucks Academy. “Mack works to make “Jobsites have uneven road conditions, which contribute to the United States Armed Forces into its design, the winning wrap was
Jonathan Randall the training process efficient and effective, offering multiple courses at wear and tear on the driver,” Wrinkle says. “Mack Command selected by fans online. “It’s an honor for Mack to once again be a part of
Senior Vice President different times to meet the most demand while also simulating a real- Steer has been shown to reduce driver effort by 85%, improving NASCAR’s recognition of military heroes and their families,” says John
North American Sales & Commercial Operations world work environment.” jobsite safety and driver productivity. Walsh, Mack Trucks vice president of marketing.
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COVER STORY
Mack
Anthem ®
In it for the long haul
Fuel economy, safety, comfort and driver retention
were top considerations in the Anthem’s design —
and it delivers that and more.
By Denise L. Rondini
R
yan Mabe, manager of Reliable we ordered 10 more 2021 Anthems,” he says. marginal costs, according to the 2020 can be difficult to provide an average fuel Federal has 23 trucks and 42 drivers pulling
Carriers in Manchester, Tennessee, These positive reviews line up with customer American Transportation Research Institute. economy number because of the various duty doubles, operating primarily with team driv-
says they took a chance in 2019 feedback since the launch three years ago. Diesel fuel prices have been low for several cycles and applications, the aerodynamic ers, with its tractors averaging 4,500 to 5,500 “Drivers really
when buying five 2020 Mack
Anthems to add to their over-the-
“When we talk to fleets, the Anthem’s key
features they focus on are fuel economy, total
years but recently there has been an upward
trend. As of early May 2021 the average price
improvements made to the Anthem in 2018
resulted in a 3% fuel economy gain, with
miles a week. Loads run from Atlanta to
California and Atlanta to Oregon as well as up
appreciate the
road fleet. They had not been running any Mack® cost of ownership, safety and anything of diesel had increased to $3.186 per gallon, another 6.5% gain if the Anthem is spec’d and down the East Coast. Anthem’s bigger cab
trucks, so this new purchase had a very specific revolving around driver acceptance and com- according to data from the Energy with the MP®8HE powertrain package, Mabe, with Reliable Carriers, tracked the
goal. “We wanted to evaluate how well they per- fort,” says Stu Russoli, Mack Trucks’ highway Information Administration. The good news Russoli says. And the new GHG21 MP8-HE Anthem’s fuel economy against other trucks. and the upgraded
formed and what the level of driver acceptance
was,” Mabe says. The Anthems exceeded their
product manager. is that Mack Trucks had a laser focus on
fuel economy when designing the Anthem
engines in production this year get and addi-
tional 3% fuel economy.
“Many of the over-the-road Anthems average
in the 7+ mile per gallon range, with the high-
amenities.”
expectations with fuel economy, safety, uptime for long-haul operation. Mack optimized Kyle Behnke, CEO and founder of United est at 7.82 mpg in the first quarter of 2021.
and enthusiastic driver response to the trucks’ Fuel economy matters the Anthem for aerodynamics, including Federal Logistics Inc., says he saw a .75 mpg That’s impressive,” Mabe says.
Kennan Hill,
president and owner of Chief Express
creature comforts. “Based on head-to-head While prices will always fluctuate, fuel the hood, roof, chassis fairings, mirror improvement in fuel economy when switching To help customers understand the potential
comparisons with other truck manufacturers, accounts for 24% of a fleet’s average covers, front bumper and air dam. While it to Anthems from another truck brand. United fuel savings, Russoli says Mack offers a Fuel
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MACK ANTHEM
Economy tool allowing fleets to input specs Bendix Wingman Fusion 2.0 comes with the ones used in long-haul runs in Ohio,
for several variations of a new Mack truck bumper-mounted radar and a road-facing Kentucky, Louisiana and Texas.
Raising Hell
they are considering and then compare the windshield camera to accurately recognize the Additional safety features on the Mack
fuel economy of the new asset to that of an necessary data. In mid-2021, Fusion 2.0 with Anthem include a sloped hood for superior visi-
existing Mack truck. “We can actually run an optional driver facing camera becomes bility, a passenger side peep window, three
simulations of where they are going to be run- available on Mack vehicles. The camera points of entry and exit, full length grab handles,
ning the trucks and tell them what they can records when an incident such as hard braking slip resistant steps, an optional parking brake
J
amie “Hellbent” Hagen has owned and operated expect their fuel economy to be with a new or an alert is detected. “I think drivers are start- alarm, door mounted entry (puddle) lights and
Aberdeen, South Dakota-based Hell Bent Xpress since Anthem,” Russoli says. “This is not a general ing to accept cameras on the vehicles,” Russoli optional orange seat belts. To make it easier
2013. He replaced a Mack® Pinnacle™ with a new Mack fuel economy number, but rather a number says, “because the video from the camera often and safer for drivers to complete their pre- and
Anthem® in 2019, added another Anthem in 2020 and has that is specific to the fleet and the conditions can exonerate a driver as being at fault for an post-trip inspections, ground reachable light
more on order to eventually operate a total of nine Anthems. in which it operates and specific to the vehi- accident by showing that a vehicle cut too controls and a ground reachable pre-trip light
Hagen, a social media influencer in the trucking industry with cle’s duty cycle.” close in front of them, for example.” check switch are included as well.
12,500 Twitter followers and an active LinkedIn account, uses Stan Mitchell, director of maintenance for
his platforms to spread the word about all things Anthem, White Oak Transportation, says his trucks are
including his quest for extreme fuel efficiency. Hagen Cutting-edge spec’d with Wingman Fusion because of the Driver comfort
employs four drivers whom he trains and rewards for driving
efficiently.
safety technology added safety. “There are some features that and acceptance
allow you to know you have a wingman looking
“When the wind is in the right direction and I’m fully loaded, Safety was a key concern during the design out for you,” he says. White Oak operates 244 While the competition for drivers remains
I can hit 11 mpg and empty, 12-13 mpg. Last summer, my and manufacturing of the Anthem. Bendix power units out of its headquarters in Decatur, fierce, incentives like the Mack Anthem go a
90-day average was 9.98 mpg. That shows me and my driv- Wingman Fusion 2.0 is standard on the Alabama. Mitchell says 90% of the units are long way toward recruiting and retention.
ers what’s possible.” Anthem. It integrates advanced safety tech- Macks, with Anthems being the majority and Perks such as comfortable seats and
Hagen says he loves the Anthem sleeper. “It’s like a little nologies — radar, camera and brakes — into
house: quiet, dark, roomy and totally driver friendly with cub- one driver assistance system, including elec-
bies and a comfortable mattress.”
He’s looking forward to his new Anthems with Mack
tronic stability control, collision mitigation
technology and lane departure warning. The
“The comfort in the sleeper is very important in
Command Steer. “It’s going to be a gamechanger. You won’t
overcorrect because it makes minute changes to your
system alerts drivers when they are getting
too close to a vehicle in front of them or
long-haul team driving operations.”
steering.” departing their lane, and takes proactive Kyle Behnke, CEO and founder of United Federal Logistics
action if the warnings are ignored.
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MACK ANTHEM
trailers. Hill says the Anthem’s appear- web-based service-management system
ance, pulling power and fuel economy that helps expedite repairs to maximize
attracted him to the vehicle. “They pull so uptime. Many Mack dealers also have
much better and ride so much better — stepped up their service game by becom-
everything about them is better — than ing Certified Uptime Dealers with fast lane
other makes of trucks.” The drivers really uptime bays for repairs that take less than
appreciate the Anthem’s bigger cab and four hours to complete —another time and
the upgraded amenities. “When we hire a money saver for Mack Anthem customers.
new driver, they want the Anthem, and Having access to dealers with certified
sometimes I don’t have enough of them Mack technicians is especially important
available, so I tell them they have to wait to fleets in long-haul operations. Mack’s
their turn.” That problem will be elimi- dealer network stretches across the U.S.
nated because soon Chief Express will and Canada with 428 full-service loca-
operate 100% Anthems. tions, and many more service only points,
“Mack really did its homework with the so customers can be confident that
Anthem, and our drivers are very happy should a problem arise, it will be taken
with them.” care of by a Mack dealer. “Our dealers are
Behnke too liked the way the Anthem investing in their dealerships and spread-
looked but was really sold on it when his ing their footprint in order to match where
manager drove it and talked about how people are transporting goods and to
smooth the truck operated. “He said it make sure long-haul Anthem fleets have
was comfortable when he was on the access to Mack-certified technicians and
highway driving at 60 miles per hour and genuine Mack parts no matter where they
really liked how quiet it was in the cab.” are,” Russoli says.
Because United Federal Logistics oper- Behnke says that in addition to the
ates with team drivers, Behnke invested Anthem’s looks and power, what attracted
in premium mattresses. “The comfort in United Federal Logistics to it was the
the sleeper is very important in long-haul Mack dealer network, the Uptime Center,
team driving operations. Being able to “and all the things on the servicing end.
rest is key for team drivers because one Overall, it was a good match for us.”
of you is going to be sleeping while the Mitchell, too, was impressed with the
other is driving.” support from the Mack dealer network
Behnke sees the Anthems as good and “the support we got from every layer
driver retention tools because of how of the organization. Anybody can sell you
comfortable and reliable they are. a truck, but the support and partnership
Johnny Bragg has been driving an are what is really important.”
Anthem for Reliable Carriers for three
years and finds the mattress to be as
good as his at home. “I love this truck, it’s Total cost of ownership
so comfortable, plenty of top room, No matter how fuel efficient, safe or com-
everything is within arm’s reach,” he says. fortable a truck is, fleets have to realize a
Bragg, with nearly 4 million safe driving good return on their investment. The total
miles under his belt, says the Anthem cost of ownership must fit into their busi-
turns heads wherever he goes. “Every ness model. Some elements of TCO are
time I stop to fuel, a driver comes up and easy to determine: the initial purchase
asks me about my truck.” price of the truck, the financing costs, the
cost of maintenance, the truck’s fuel
economy, even the resale value. But TCO
Delivering maximum goes way beyond those hard costs and
uptime includes other factors that may be more
difficult to quantify — like the support of
mattresses, good ergonomics and streamlined eliminate the driver having to reach to acti- they get in them, they comment on how Any time a truck has to be taken out of the dealer network, the time saved by
storage are greatly appreciated by drivers, espe- vate common devices. nice it was to have everything at their service on a long-haul run, the fleet’s pro- being able to do over-the-air updates, the
“Many of the over-the- cially those who drive over the road. The Anthem’s Co-Pilot is a driver display fingertips.” ductivity and driver satisfaction drop. And ability to get minor maintenance or
road Anthems average that gives the driver key trip information at
a glance. “That includes speed and mile-
Russoli adds, “Everything we designed
in the Anthem was done with the driver in
nothing is more frustrating than having to
take a vehicle out of service for a software
repairs performed quickly, and the role of
the truck in driver retention.
in the 7+ mile per Ergonomics age, and mDRIVE information. It shows if mind.” update. Mack Over The Air allows Anthem When factors like those are added
Mack, taking a page from the passenger car the engine brake is on and if cruise control customers to make unlimited parameter together, operating Anthems gives fleets
gallon range, with the industry, moved some of the controls previ- is activated, allowing drivers to keep their
Appearance, power and
updates without having to bring the truck a great TCO for their long-haul
highest at 7.82 mpg in ously located on the dash to the stalk.
Windshield wiper controls are on the left-
eyes on the road,” Russoli says. Co-Pilot is
also integrated with Bendix Wingman creature comforts
in for service. Fleet-activated OTA is stan-
dard on the Anthem and allows authorized
applications.
Russoli says that when a customer is
the first quarter of hand stalk, along with the turn signal and
high beam lights. “And on the right stalk we
Fusion. When the vehicle is in operation, it
displays all the needed traffic information “The Mack Anthems just work better for
fleet personnel to implement software and
parameter updates themselves when and
considering the pros and cons of the
Anthem for their long-haul fleet, he will
2021. That’s have the engine brake, which you can tog- directly in front of the driver, how far ahead us all the way around,” says Kennan Hill, where it is convenient. For instance, long- walk them around and point out every-
gle from low to medium to high,” Russoli the next vehicle is, speed limit, warnings president and owner of Chief Express. haul drivers can update their Anthems thing the Anthem has to offer. “Our goal
impressive.” says. “It also has controls for the Co-Pilot and braking alerts. The Seagrove, South Carolina, truckload while on one of their rest breaks or during with the Anthem was to offer great fuel
display. Radio controls, Bluetooth and Behnke first tried the Anthem as a rental carrier hauls 35,000 loads a year in 34 their 34-hour reset. OTA eliminates the economy, enhanced safety features and
Ryan Mabe, manager of Reliable Carriers
cruise control are now on the steering and said some of his drivers were skeptical states with their fleet of 75 tractors — 65 need to schedule time in the shop. Another extreme driver comfort. The Anthem
wheel.” These changes were designed to about the cockpit’s configuration. “Once of which are Anthems — and 300-plus benefit for fleet managers is Mack ASIST, a delivers on all of that and more.”
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Spring forward
ON BUSINESS “There were times that vendors were no lon-
ger allowing drivers to ride with them to com-
plete a tow service, for instance,” Skrzecz “I think the spirit and the
“We’re mostly still working remotely,” Skrzecz
says, though now some limited onsite work is
says. “So, we had to act as a liaison between
the customer and the vendor and the driver
intent of how we operate being conducted at the Uptime Center.
Gustafson says he believes the Uptime Center
onsite to make sure that those drivers were has been maintained will eventually return to more normal opera-
taken care of. We reached out, contacted the tions, though it may be a hybrid situation. The
customer team and tried to set that communi- throughout, whether we center has made the most of the pandemic sit-
cation between all parties to make sure that
the driver would be taken care of.”
were physically or uation in the meantime. “I think the spirit and
the intent of how we operate has been main-
The COVID-19 backdrop also made things remotely located next to tained throughout, whether we were physically
more complicated dealing with tow, repair or remotely located next to each other,”
and other vendors that work with the Uptime each other.” Gustafson says. The point, he notes, is to
Center, since those businesses saw some Magnus Gustafson, “ensure that these resources are available to be
detrimental effects just as other sectors did. pulled in to solve customer issues in real time.”
vice president of aftermarket quality
“There were times, particularly early on While converting the Uptime Center to a
and assurance for Mack Trucks
when states were shutting down, that it was fully remote operation took ingenuity and
very difficult to get vendors out for services,” unearthed some challenges, the center’s hard
Skrzecz says. work was evidenced in service numbers. “At
However, due to their extensive preferred he explains. “And they are essentially sur- the beginning of the pandemic, we rose to
vendor network they were able to work through rounded by other experts in various depart- the all-time highest number of customer rat-
most of those issues. She says the vendors ments and are within arm’s reach from the ing,” Skrzecz says. “I think that speaks vol-
certainly did their part as well to offer support. warranty team, the technical support team, umes to what the customers were
They communicated via text and calls with the and within arm’s reach from the reliability experiencing on the other end — that contin-
drivers as they remained in their trucks. group that looks at product issues and so ued support — as they themselves were fac-
As well as the Uptime Center may have been forth. So, having access to all these people ing uncertainty and the impact of COVID-19.”
able to adapt during the COVID-19 pandemic, within a quick ‘get out of the chair and ask a The customers agreed that the Uptime
the center’s collaborative philosophy may not question,’ that’s kind of the concept of the Center functioned with their best interests
be as well fulfilled in a remote work scenario, Uptime Center.” during a difficult time. In fact, Skyrecz says
says Magnus Gustafson, vice president of While that in-person collaboration was not they received a flood of positive comments
Pandemic pivot
aftermarket quality and operations at Mack. available at the time, the center managed to from customers who expressed how apprecia-
“Our Mack OneCall team is designed as a get through the worst of it because of the his- tive they were that “we were still working and
customer-facing group, all sitting together,” tory of working well together. available to support them.”
How the Mack Uptime Center continued
its critical customer service despite
COVID-19 obstacles
By Aaron Marsh
Early days
W
hen COVID-19 restrictions hit busi- “In a very short amount of time, we all had to
nesses in spring 2020, Mack Trucks Skrzecz says that because they already had leave the building, go home, make sure we
had a complicated imperative: Keep weather-related procedures on hand meant were equipped to take calls from home, make
the Uptime Center up and running, all while Uptime Center employees were primed to sure we were equipped with backup equipment
following the rapidly changing COVID-19 work remotely. Much of what was needed to as needed — whatever that looked like — and
guidelines. No small ask, considering the satisfy COVID-19 remote work requirements get support from our IT department, again
Mack Uptime Center in Greensboro, North was was already in place, but they still had to remotely,” Skrzecz says.
Carolina, is open 24 hours a day, seven days figure out how to succeed in the long term. “We were doing a lot of driving of equipment
a week, 365 days a year, and is crucial to the “We had to pivot quickly, to set agents up out to agents to make sure that they could
smooth operation of Mack customers. to support the customer and be able to pro- maintain the level of support that our customers
While planning for the unexpected is part of vide continued and uninterrupted support for need, on the phone and working in cases,” she
the Uptime Center’s mission, this global pan- the customer during those initial days of recalls. The objective was “to keep everyone
demic was unlike anything they had faced COVID-19,” Skrzecz says. safe but also address the need of being able to
previously. However, the center’s disaster “Some of the challenges that we faced work from home in the event of whatever equip-
plans provided the framework for a success- revolved around equipment and potential ment failure or Internet outage that we might
ful pivot and the severe weather playbook Internet outages,” she notes. “We sent agents face,” Skrzecz says. “And we enacted contin-
was converted into an action plan. home with extra equipment, and our IT team had gency plans along with backup plans.”
“We’re continually providing support for a to mobilize to make sure we had proper The Mack Uptime Center provides an array
breakdown event or an unplanned event for resources.” She says operations managers of services for customers, including working
our customers,” says Kim Skrzecz, director of helped drive equipment out to agents’ homes, all with a number of vendors to provide towing
uptime support at Mack. “And then, suddenly, while everyone was observing proper personal and roadside repair services. The collaboration
we’re hit with the consequences of working in protective equipment (PPE) and social distance with vendors led to some difficulties in the Director of uptime support Kim Skrzecz, left, and training delivery specialist Justine Kelly review a customer support case at the Mack Uptime Center in Greensboro,
a pandemic environment.” protocols at those equipment handoffs. COVID-19 era. North Carolina, in March 2021.
10 | BULLDOG | 2021 V1 2021 V1 | BULLDOG | 11
AT WORK
the truck looks like. And then, if you can take over windshield, window and sleeper. The purchasing process
what it looks like and mesh that with the crea- “Mack trucks continue to be dependable Mabe says they typically try to turn over
ture comforts and then also the performance within our fleet with drivers praising each trucks every five years and trailers every 10 to
on the road, it serves as a recruiting tool — newer model more and more. Whether it is 15 years. When making a new purchase
because if you can get all those at the highest the handling, the improved interior creature decision they run through a detailed process,
level, then it’s going to draw people in,” Mabe comforts, or simply the stylish profile on the including creating spreadsheets to monitor
says. Mack Anthems; these trucks are becoming costs such as fuel and maintenance and
Mabe, who came to Reliable Carriers from one of the most popular trucks in our fleet,” information such as warranty data and driver
the finance and banking industry, puts stock Mabe says. acceptance. He says he values the services
in driver opinion, but he’s also committed to
making fact-based decisions on an invest-
ment as large as a new truck. The company
Adding Anthems
operates 107 trucks and nearly 350 dry van Johnny Bragg, company
driver for Reliable Carriers,
trailers and employs 83 drivers. The five new loves the comfort and
Anthems were an immediate hit but still had power of the Anthem.
to pass muster with all the criteria before they
eventually ordered 10 more 2021 Anthems —
and recently placed another order for an
additional 10.
Reliable Carriers’ drivers appreciate increased
The new Anthems look professional with
their Glacier White paint, and powered by
MP®8 445 hp Super Econodyne engines and
comfort and safety with Mack Anthem® Mack mDRIVE™ 12-speed automated man-
ual transmission with grade gripper. The
Anthems are SMARTWAY certified with a full
Story by Carolyn Mason aerodynamics package. Safety features
Photos by Kirk Zutell include Bendix Fusion 2.0 and disc brakes,
while the units are also equipped with Mack’s
W
hen Justin Henderson, second- These were Reliable Carriers’ first over-the- and that’s where the Anthem really stood out. Over The Air software and parameter remote
generation leader of Reliable road Mack® trucks. Once they arrived, the Ryan Mabe, manager of Reliable Carriers, download technology.
Carriers, saw the Mack Anthem® at process of evaluating the new purchases says he’s always interested in what drivers The driver-popular interior is a 70-inch
an industry trade show, his interest was began. They took a hard look at criteria such have to say about the equipment — and they stand-up sleeper, with premium steel-gray
piqued and he decided to buy five 2019 mod- as cost of ownership, fuel efficiency, mainte- were completely sold on the new Mack interior trim, upgraded matching seats, power
els to add to his family-owned Manchester, nance, safety and dealer relationship. But one Anthems. mirrors and windows, SiriusXM, refrigerator
Tennessee-based fleet. of their top criteria was driver acceptance, “Drivers are always concerned about what prep, full-size bunk and blackout curtains
12 | BULLDOG | 2021 V1 2021 V1 | BULLDOG | 13
AT WORK
David Steele has been a
company driver for Reliable
Carriers for 12 years.
Chad Whitmore,
shop foreman for
Reliable Carriers,
works on an Anthem.
such as Mack OneCall™ that Fuel economy and driver Drivers overwhelmingly report that they enjoy Anthem for Reliable Carriers the past three
keep the trucks rolling and driving the Anthems and note that they like the years. “I tell everyone that I sleep in this truck
reduce costly downtime. acceptance exterior look and the interior creature comforts. five days a week and the mattress is as com-
“Because Mack wasn’t known Fuel economy is critical for the profitability of “They gave positive feedback on the way the fortable as mine at home.” Bragg has been
as having an over-the-road the company and for the drivers who want to truck handled, the power that the engine was driving for 25 years and has nearly 4 million
truck, this was an unexpected earn their fuel bonus. putting out, and how comfortable the mattress safe miles over his career. He believes the
chance to really look at the Mabe says they evaluate fuel efficiency on and steering wheels were,” he says. Anthem is better than any of the other trucks
Anthems and a chance to grow a weekly basis. “In fact, the numbers came in “Just the feel, sitting in the cab. Everything he’s driven because of the roomy interior,
our partnership with McMahon for the newest 2021 Mack Anthem, and they is right there around the driver in that cockpit ease of driving and how well it pulls.
Truck Centers-Nashville,” Mabe are averaging 7.3 mpg, compared to our of the truck, so just convenient. Steering
says. Jeff Tilley, the general other OEM that’s getting roughly 7.0 mpg. wheel controls at their fingertips, they could
manager, and Nick Triola and the Many of our over-the-road Anthem trucks tell that truck was built around an OTR Moving forward
sales team get Mabe’s praise. average in the 7s on miles per gallon with the driver,” Mabe says. Reliable Carriers, started by Justin
“They’ve taken care of and won highest at 7.82 mpg. Our local and dedicated Henderson’s father, Frank Henderson, in
us over.” Anthem trucks are very close to 7.0 mpg. the early 1980s, was able to stay the
Triola says that relationship is That’s something that five years ago we Driver feedback course through the pandemic. Mabe says
key to the continuing opportu- would have never expected,” Mabe says. David Steele, a driver for Reliable Carriers that while it was a little tough during the
nity to supply and spec Anthems In addition to the spreadsheets, Mabe since 2009, says he loves the maneuverability shutdown, the business quickly bounced
for Reliable Carriers. “Our rela- believes that talking to the drivers is one of and power of the truck. “When other drivers back.“For us, we had the immediate drop
tionship with Reliable Carriers is the best ways to make the final decision see it, they always comment that it’s a sharp — so it was a V pattern if you’re looking at
really a strong one. This is a rela- about the pros and cons of all the equipment. truck. I like how Reliable Carriers keeps us in how our business flowed through the year.
tionship business, and earning “For me, being new to the industry and being such good equipment and recommend other I think that was the end of June, early July
trust is a big factor for us. It asked to monitor the specs and to make rec- drivers to come work here,” he says. when that reverse peak went through, and
takes time to earn trust. For us, ommendations, there’s no better person than “Other drivers just swarm me at the fuel then it really came back, stronger than
it’s a partnership and we love someone who’s spending six days a week in station, asking about the Anthem,” says ever. It was almost like we were making up
that,” Triola says. the truck.” Johnny Bragg, who has been driving an for time lost.”
14 | BULLDOG | 2021 V1 2021 V1 | BULLDOG | 15
AT WORK
Chief Express Director of
Maintenance Lynn Watson, left,
and President Kennan Hill, middle,
work with TranSource Territory
Manager Jeremy Almond. “We
only have one thing to sell, and
that is service.” Hill says.
Chief Express chooses By Denise L. Rondini, photos by Kirk Zutell
A
successful fleet is the result of choices. carrier while still catering to the small cus- Express full time. The fleet now has 75 trac-
Mack Anthem to
® Choosing the right shippers, the right tomer niche. tors and more than 300 trailers, hauling in 34
freight lanes and the right employees, Kennan Hill, president and owner of the states, mostly running out and back routes,
for starters. Chief Express had a choice when Seagrove, North Carolina-based fleet, started with the furthest going to Dallas and
it came to its trucks, and it chose the Mack the company in 1995 in support of the family Minneapolis.
power its growth
Anthem®. furniture manufacturing business. He started In the early days, furniture was the main-
From its beginnings as a furniture hauler, with one truck, grew the business and even- stay of the fleet, “but then the recession hit
Chief Express has grown into a diversified tually left furniture manufacturing to run Chief and much of U.S.-based furniture
16 | BULLDOG | 2021 V1 2021 V1 | BULLDOG | 17AT WORK
Mechanic Daniel Crabtree, sitting behind the wheel of a Chief Express Mack Anthem®, speaks with mechanic Josh Anderson.
manufacturing went overseas, so we had to year the entire fleet will be Mack Anthems. available” (note: the Anthem was launched in automated manual transmission and a 3.08 rear Hill says the fleet prides itself on the appear- Anthem’s advantages. Hill notes Anthem’s
start diversifying,” Hill says. Its experience with the Anthem goes back 2017). “We said yes and so had an inside track axle ratio. Chief Express transitioned to ance of its equipment and believes that the reliability and maintenance are good: “We
Today Chief Express still hauls furniture, but further than most fleets. “We were lucky,” Hill on how good it would be.” mDRIVE in 2017 and had a smooth switchover. equipment itself is a great selling tool. “A per- seem to work on this less than other stuff over
also dry food, tobacco, paper products, cloth- says. “Mack came to us and asked us if we Chief Express drivers say they like the bold “We haven’t had a stick in the fleet for a year or son in a shipping department will see our trucks the years.”
ing, building materials and recycled products. wanted to test the Anthem before it became look and the finish of the Anthem. “The Anthem two,” Hill says. on the road and will contact us and ask us to Mack OneCall™ has been a reliable
“Because we are so diverse, when one area is a drivers’ truck.” Hill says. We had a lot of “Drivers prefer Mack power over other trucks. see if we can handle their business or ask us to support for reducing and managing down-
falls off another area usually picks up and that Pinnacles and the inside of the Anthem was a Drivers would rather have the Mack over the submit a quote.” time, while TranSource provides the parts for
“The Anthem is
helps us stay profitable,” he says. complete makeover. The new cab helped a lot competitors. The Anthem works better for us all Hill was first introduced to Mack trucks by the fleet maintenance. “TranSource came in and
“We only have one thing to sell, and that is of the bigger guys when the Anthem came out, the way round. We had other trucks, but they local dealer, TranSource. Because Chief offered us a good product at a good price,
service. That is the only ‘product’ we have; we both sleeper and cab. Everything became big- have not been as good.” Express is a smaller fleet, Hill says they were and were able to meet our service needs as
always deliver good service.” A big component
to Chief Express delivering that good service is
a drivers’ truck.” ger and better, more insulated in the cab, every-
thing was quieter, everything about it was an
In fact, “The biggest challenge is when you
have some guys who leave, and (then) come
having trouble getting good service at the deal-
erships for its previous makes of trucks. “We
far as getting us the parts we needed deliv-
ered when we needed them. That is how the
its trucks, 65 of which are Mack Anthem mod- improvement.” back, as we’ve had a few in the last couple of were seen as bait and not as the big fish in the relationship started.”
Kennan Hill,
els. In the past, Chief Express operated other Chief Express has dialed in its spec over time months. They know what we run and they’ll pond,” he explains. He adds, “TranSource has been a good
president and owner of Chief Express
makes of trucks, but since 2013 has been add- and now has a sweet spot: 445 hp Mack MP®8 request a Mack. And they’ll have to drive some- Chief Express does all its own maintenance partner to us. It seems like our success story is
ing Mack trucks to the point that within the next with a 12-speed overdrive Mack mDRIVE™ thing else until we get some more.” in house, and technicians also like the only getting better every year.”
18 | BULLDOG | 2021 V1 2021 V1 | BULLDOG | 19AT WORK all work very hard to reach those goals.”
“We worked in collaboration with Mack
more you see the units the more investment
you get in them from service advisers, your
“Having good,
and used our historical maintenance informa- technicians, your drivers. Everyone involved
tion to determine a trade cycle that made with the truck becomes more invested in
well-maintained sense for us,” Mitchell says. “And when I say
worked with Mack I mean everyone at Mack
looking after it when they see it often. They
become more invested in the performance of
equipment has including engineers, salespeople, service
advisers, regional reps — everyone.”
the unit.”
“Having good, well-maintained equipment
helped White Oak He adds, “What we learned is that this is
the peak trade-in cycle where we get the best
has helped White Oak recruit and retain driv-
ers,” Mitchell says. “I have heard drivers over
recruit and retain out of our trucks. And we keep up on the
maintenance so when we go to trade our
and over, ‘If I am not rolling, I am not making
money,’ so we do our best to keep them roll-
drivers.” units we get a higher trade value. Other fleets
are looking to buy White Oak units when they
ing.” Mitchell attributes the fleet’s intense
focus on maintenance as a reason its trucks
become available.” — and drivers — keep rolling. “Preventive
Stan Mitchell, director The dedication to maintenance is part of maintenance is pretty much mandated,” he
of maintenance for the partnership of support White Oak has says. “If you ignore maintenance, it will eat
White Oak Transportation with Mack. White Oak participates in what your lunch and leave your drivers so frus-
Mitchell calls a pre-paid maintenance pro- trated they will seek out other fleets that have
gram that sets maintenance intervals and better equipment. Equipment is up there on
schedules and requires that maintenance be the top of the list for retention of drivers.”
performed by a Certified Mack Technician. In Mitchell credits Mack for playing a large
the case of White Oak this is a technician role in the White Oak’s success. “I interact
from its local dealership, Nextran, that works with the dealership multiple times a day and
out of one of the service bays at White Oak’s they play a large role in our operation and
location. “That is very convenient for us with Mack we have developed a partnership
because we do not have to shuttle a truck 20 of support.”
minutes away especially when you consider He adds, “We’ve built a relationship to
that sometimes that 20 minutes can stretch where if I call them they know I need some-
into an hour and a half,” Mitchell says. thing. These days everyone is stressed
He explains that the maintenance program because of e-logs, COVID, fuel prices, etc.
means White Oak trucks gets seen more Having a partnership of support with our cus-
often. “You see the trucks more frequently tomers and with Mack helps us to keep doing
and on a more consistent basis. I think the our best.”
A partnership
Mike Limbaugh, founder of
White Oak Transportation
Stan Mitchell, director
of support
of maintenance for
White Oak
White Oak Transportation supports its customers
and credits its partnership with Mack for its success.
By Denise L. Rondini, photos by Kirk Zutell
S
ince White Oak Transportation started in believes if you don’t take care of your cus- did so with used vehicles. Today he operates
1999, Mike Limbaugh, founder, and his tomers someone else will, so he is driven by 280 trucks and buys new trucks on a five-
team have built the business by provid- service and believes strongly in year/500,000-mile trade cycle.
ing support for its clients and focusing on its partnerships.” Ninety percent of the fleet is Macks; primar-
niche, says Stan Mitchell, director of Mitchell explains that if a White Oak cus- ily Mack Anthem® models with 70-inch walk-
maintenance. tomer needs something outside of what they through sleepers with single bunks. Their
That niche — food grade products and already have contracted for — even if it not engine of choice is the MP®8 MaxiCruise,
medical products — kept the fleet quite busy recurring business and even if it will not add 12-speed mDRIVE™ and the Meritor
during the COVID-19 pandemic as both of significantly to the fleet’s bottom line — White MT40-14XHE.
those industries were deemed essential Oak will accommodate the customer’s needs. Mitchell says they depend on the support
businesses. “We take care of all their needs instead of just of the Mack Uptime services, Mack Finance
Headquartered in Decatur, Alabama, White concentrating on one aspect of a contract. and the relationship between Nextran Truck
Oak operates its 244 tractors and 1,200 trail- “We take care of them as opposed to them Centers and the fleet.
ers in regional haul in Alabama, Georgia, having to build new relationships or find another Steve Gilmore, sales representative with
Florida, Mississippi, Arkansas, and carrier.” Limbaugh and his team work alongside Nextran Truck Centers, says he has the easy
Tennessee, and in over-the-road applications customers to come up with solutions to cus- part of the White Oak relationship. “Taking
in Ohio, Kentucky, Louisiana and Texas. tomers’ problems. “And Mike is always avail- care of White Oak is a team effort. I set
Limbaugh has grown the business by able to both customers and employees.” goals everyday with the fleet managers,
supporting his clientele, Mitchell says. “He When Limbaugh started the business he Nextran employees and the Mack Team. We
20 | BULLDOG | 2021 V1 2021 V1 | BULLDOG | 21ON EQUIPMENT
“The drivers have less fatigue, and it’s
just been an improved overall experience
for the driver,” Fotopoulos says. “And of
course, for the external world, there’s less
noise pollution and zero emissions.”
Lower cost of operation
Along with the lack of emissions, there’s a
lower total running cost and longer service
internals — meaning greater uptime — with
these electric trucks compared with a diesel
equivalent model, he notes. But the other
thing that’s come out in field testing is how
to plan a route with an electric vehicle. The
LR Electric, due to its fast-charge capability,
provides for some flexibility in that regard.
Charging times will vary according to
charge power, says Barraclough. “At its
fastest, we can charge up to a 150kW
rate. At that rate, we can completely
recharge a truck in around 90 minutes,”
Barraclough says. “If you need a midday
recharge, with a fast charger, that
becomes a possibility,” he adds. “You
may not need a full recharge to complete
your route — for example, you hook up
for 30 minutes, that could provide enough
charge to finish the day. That becomes
practical at the high charging rate.”
The LR Electric will be available for tradi-
tional purchase, but Mack is also offering
the truck through a subscription-type
“vehicle-as-a-service” option. “You would
LR Electric: helping build
pay for a term, and at the end of the term
you could choose to buy, discontinue or
renew that term for another period,”
Fotopoulos says.
a cleaner, better future
A key consideration for LR Electric cus-
tomers is the charging infrastructure, and
Mack can help with that as well, either pro-
viding for charging needs through its part-
By Aaron Marsh ner or referring clients for additional
charging solutions. Mack will also provide a
W
hen it comes to the electromobility truck, he explains. Refuse trucks usually run important consideration for these customers, service offering tailored to the needs of
era in trucking and transportation,
Mack Trucks is setting its sights high.
closed-loop operations on the same routes
every day. The vehicles also come home to
says Scott Barraclough, Mack’s senior prod-
uct manager, eMobility. The LR Electric can
electric vehicles and their fleets.
Fotopoulos notes potential customers
Fast specs:
With a purpose of moving and building a bet- their hubs every night, which makes for an meet their business needs while helping can check their states and localities for
ter world, Mack is now taking orders for the
timely LR Electric battery electric refuse truck,
excellent place for the vehicles to charge.
“There’s also a lot of start-and-stop within a
reduce their carbon footprint, and it’s a very
visible sign of those efforts.
grants and incentives that may be available
to support the purchase of LR Electrics
Mack LR Electric
which will be built at the company’s Lehigh waste collection service,” Fotopoulos points Pre-production Mack LR Electric trucks and/or charging infrastructure. “There are a
Valley Operations facility in Macungie, out, “and that allows us to harvest energy have been in field tests since last fall by number of different options that we at Mack 2 AC motors with 448 hp continuous power and 4,051 lbs.-ft. of torque,
Pennsylvania. through regenerative braking that we have Republic Services in Hickory, North Carolina, are more than happy to help guide custom- available from 0 rpm
To signify the new era of the LR Electric, the onboard. The LR Electric is a vehicle that fits and at the New York City Department of ers on to regarding those funding sources
familiar Bulldog hood ornament is now cop- into the refuse sector very nicely.” Sanitation. The former includes longer, more in individual states and provinces, and we’ll 2-speed Mack Powershift transmission
per colored. The refuse segment is a natural The refuse industry also tends to be notably suburban waste-collection routes, while the be keeping an eye on whether any federal
fit for launching the new truck for several rea- environmentally conscious, and that’s an latter involves some shorter, tighter city funding becomes available as well.” 4 Lithium NMC batteries, 600V, with fast-charging capability
sons. Mack is the leader in the segment with routes with frequent stops. The LR Electric is an idea whose time has
the diesel-powered LR and can wield that
Driver experience
come. “This is the start of the electric era 66,000 lbs. GVWR
influence and experience, but there’s more. for commercial vehicles,” Fotopoulos says.
“We are working to build transportation The pre-production units, which are largely “Battery technology is at a point where it’s Axles: Mack FXL20 20,000-lb. front axle, Mack S462R 46,000-lb. rear axles
solutions that are 100% fossil-fuel free, 100% identical to the trucks that will roll off pro- applicable to the use cases in our industry.
safe and 100% more productive,” says duction lines, have performed well and gen- We are moving toward and building a better Brakes: three-mode regenerative
George Fotopoulos, vice president, eMobility erated significant positive feedback. The world, and we need to do this not only with
Business Unit leader at Mack. experiences with the pre-production LR the current product portfolio we have today, Charging: up to 150kW charge power with a max current of 200A,
“We need to not only meet the transporta- Electrics will help refine the production but as part of the e-mobility transformation 550-750 volts
tion needs of our customers but also take models. One thing that has stood out with we are beginning right now.”
care of the world that we live in,” he adds. the electric trucks is an improved driver “At Mack, we are doing more than putting Service supported through Mack dealership network
The characteristics of the refuse segment experience, mainly because of less engine our pens to paper as we build our plans for
also lend themselves very well to an electric noise and vibration. the future,” he says.
22 | BULLDOG | 2021 V1 2021 V1 | BULLDOG | 23You can also read
