Geolocation Speeds Up Fleet Roadside Assistance
Have you ever broken down on the side of the road , trying to figure out where you are and explain your location to the roadside assistance operator on the phone ? Imagine if the person answering your call knew exactly where you were before they even said hello . How much time and stress would that save you ? How much would it save your fleet ?
WORDS BY DIGICALL ASSIST
Roadside assistance has come a long way in the last few years . Technology is playing a much bigger role to help fleet operators meet changing expectations , provide a differentiated brand experience , and minimise costs . It also has a big impact on safety .
A recent innovation has overcome the challenge of broken-down motorists not knowing where they are , by automatically detecting their location . This allows motorists to get back on the road faster , with greater peace of mind – delivering a fantastic customer experience .
Dubbed ‘ InQ-IQ ’, the geolocation innovation was developed by Digicall Assist , a premium independent roadside assistance provider for fleets . InQ-IQ integrates digital intelligence at the roadside with Digicall Assist ’ s contact centre and dispatch system .
It works like this :
1 . As soon as a motorist calls for assistance , they receive an SMS , while listening to the IVR ( interactive voice recording ).
2 . Tapping on the SMS takes them to a webform , which guides them to take and submit a photo of their vehicle . Doing this automatically detects their location .
3 . The motorist can also select from a drop-down list to identify what they think the issue is , e . g . a flat tyre .
4 . Seconds later they ’ re connected to the customer service operator , who immediately sees all the information – the vehicle ’ s registration , make , model , location , and possible issue . Using InQ-IQ is optional – either way the customer receives assistance .
16 ISSUE 31 OCTOBER 2021 / WWW . AFMA . ORG . AU