It’s normal to panic when your fleet car breaks down. An unexpected event like a roadside failure can cause an adrenaline rush which leads to an emotional outburst and a few selected expletives. Most people will calm down quickly, accept the situation, and then dial the roadside assistance provider nominated for the fleet or novated lease vehicle.
But what if you don’t calm down? What if you’re lost? What if English isn’t your first language? All of these can hinder the ability to provide roadside assistance.
Digicall Assist has developed a solution to this problem which allows the driver to provide information about the location and condition of the vehicle before the call has even started.
‘InQ-IQ‘, an digital intelligence roadside assistance solution developed by Digicall Assist creates a step-change in the customer experience at the roadside. It integrates geolocation, self-select options, and auto photo upload with our contact centre system to deliver faster, more personalised and accurate assistance.
Fleet Auto News spoke to Michal Curtin, CEO at Digicall Assist, to learn more about this time saving technology.
When a driver calls after a breakdown, the Digicall In-IQ system sends them a link to their mobile phone so they can provide some of the initial information. Once they open the link it immediately finds their location. It then asks them to take a picture of the vehicle and answer some simple qualification questions.
Curtin explained that the average breakdown call time is 4-5 minutes and InQ-IQ can reduce this by 90 seconds which will take the tension out of a call when a driver is distressed.
The photo of the car confirms the rego and allows the operator to validate the policy so they can provide the right solution. A picture also tells 1,000 words. The operator can assess the vehicle condition and take the necessary action quickly.
City drivers often don’t know the names of roads or key landmarks when travelling in regional areas. So when they breakdown it can be harder to locate them. Breakdowns become easier with geo-mapping the vehicle location from the driver’s phone using this new technology.
Sending the link when a driver calls is the cool part of this technology. It’s a simple innovation that has won Digicall Assist CX and Service Excellence Awards for InQ-IQ. Hopefully you never need to use it.
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