Engagement 4 · Illustrative
Service Triage & Dispatch
Illustrative sample · numbers are simulated to illustrate the deliverable shape
What an AI-assisted triage layer looks like sitting in front of the 1.866.321.LOKI line: urgency scoring, parts pre-check, and routing across Québec HQ, The Motorcoach Store, and the nationwide service-partner network — all before a truck is dispatched. The queue, routing mix, and parts hit-rate below are what that layer would surface today.
Investment
$31,000initial
+$2,200/ month
Return
~2.5x return against avoided truck rolls and hotline overflow
Today, service intake runs through the 1.866.321.LOKI line and the 24/7 Service Squad, with the nationwide service-partner network absorbing overflow — but there's no visible urgency-scoring or parts pre-check layer in front of that process. The illustrative dashboard below estimates $145K a year in avoidable cost across misrouted dispatches and hotline overflow. An AI triage layer that scores urgency and pre-checks parts against the named vendor list (Prevost/Volvo, Volta, Garmin, Victron, Dometic) before deciding between Québec HQ, The Motorcoach Store, or a regional partner returns roughly 2.5x the year-one engagement cost.
What the initial buys
- Symptom-intake and urgency-scoring layer in front of the 1.866.321.LOKI hotline
- Parts pre-check against the named component/vendor list before a truck is dispatched
- Smart routing between Québec HQ, The Motorcoach Store (FL), and the nationwide service-partner network
- Priority queue view for the service team, with SLA and escalation flags
- Executive dashboard populated with LOKI's real service queue, not the illustrative sample below
What the monthly covers
- Queue-model tuning against real triage outcomes
- Monthly overflow and misroute report
- Seasonal capacity planning support (snowbird season, boat and RV show season)
Speculative scope based on LOKI Coach's public materials. Real engagement is shaped together — see the note on the Overview tab.
Estimated annual avoidable cost — unnecessary dispatches and hotline overflow
$0 K
Sum of misrouted truck rolls and hotline overflow staffing in the simulated queue below. The intent is a single number to anchor the conversation, not a claim of certainty before the diagnostic runs against LOKI's actual service log.
Live intake queue
| Owner | Coach # | Symptom | System | Urgency | Routed to |
|---|---|---|---|---|---|
| R.S. | #114 | Master slide won't retract fully | Slide hydraulics | 91 | Motorcoach Store (FL) |
| D.L. | #108 | Garmin display shows a Volta fault code | Volta 58V power system | 74 | Regional service partner |
| K.T. | #131 | Dash warning light, unclear which system | Cockpit / Garmin VMS | 58 | Regional service partner |
| M.B. | #122 | Solar array producing less than expected | 2,540W solar array | 39 | Self-resolve (owner) |
| P.G. | #145 | Ride feels uneven after pothole impact | Valid self-leveling suspension | 88 | Québec HQ |
| L.F. | #119 | 48 kWh battery bank draining faster than usual | Volta lithium battery bank | 63 | Regional service partner |
| A.N. | #138 | Brake pedal feels soft on long descents | Prevost / Volvo brakes | 95 | Québec HQ |
| S.C. | #103 | Question about Starlink pairing, not a fault | Starlink roaming | 12 | Self-resolve (owner) |
Simulated queue snapshot. Sorted by arrival — a real engagement would let the service team sort by urgency, region, or system.
Routing mix across the network
Simulated distribution of where triaged tickets end up today. The 20% currently marked "self-resolve" are the ones tying up hotline capacity for no reason.
Parts pre-check hit rate by vendor
Simulated rate at which the right part is already on the truck when it arrives. The Volta power system is the newest platform to instrument — its hit rate has the most room to grow.
Recommended next steps
- 01
Stand up urgency scoring in front of the hotline
Two-week sprint to score incoming calls and web tickets by symptom and system before a human triages them. Targets the 20% of tickets that are actually self-resolvable today, freeing the line for the ones that truly need it.
- 02
Wire parts pre-check into the dispatch decision
Cross-reference the named component vendor list before a truck rolls, so a mobile dispatch never arrives without the part. One week of effort, closes the highest-cost failure mode in the current process.
- 03
Formalize the Québec HQ vs. Motorcoach Store vs. regional-partner routing rule
Codify what the service team already does by instinct — safety-critical systems (brakes, suspension) route to Québec HQ, U.S.-side dispatch defaults to The Motorcoach Store, everything else routes to the nearest capable regional partner. Makes the decision consistent across the network.