The client is a roadside assistance company that uses multiple individual contractors as well as private companies that offer road services that include lockouts, jumpstarts, fuel deliveries, towing, and tire changes. The client had to spend a lot of time and effort locating drivers that are nearest to the customers who called the client. This process was slow and inefficient and made the entire dispatching staff call multiple drivers until they could find someone close enough to the customer.
Time-Consuming Manual Dispatch
Identifying Best ETA
Communication Between Entities
Long Wait Times for Customers
Customer’s Insurance Information
This was one of the client’s biggest concerns when they approached OSP. For every call they received from a customer in need, they had to make numerous calls to independent contractors to find out who was nearest to the customer. This was slow and inefficient. OSP’s solution used real-time location through Google maps to find out the nearest contractor and notify them immediately. This reduced the ETA sharply.
The price depends on the problem that the customer faces as well as the distance that the contractor needs to travel to help the customer. OSP’s solution gives a reliable estimate of the cost to the customer and to the client for based on distance and other parameters. This streamlines workflows and enables the client to service customers better.
The final price of the services might depend upon the condition of the vehicle. Also, there are legal considerations that need to be addressed. For this reason, OSP included the services module to help the contractors take pictures and avoid any discrepancies during or after the services are rendered. Moreover, it is also beneficial for insurance considerations.
OSP developed this solution as a web application as well as a mobile based application. This was done to enable dispatchers to operate efficiently and to connect them with all the roadside assistance providers. This helps the assistance providers to get the location and other details on their phones and coordinate with dispatchers.
The solution includes a customer portal to help customers access any support they might need. The feature includes a chat function that helps customers connect with the client and address concerns regarding service availability, payments, insurance, and so forth. It goes a long way in providing vital customer support.
OSP included a reporting functionality to help the client generate detailed reports about the services provided, information about the services, and other data. This helps in administrative operations and also have a means of generating business data about day-to-day operations, contractors, and so on.
Reduced Wait Times for Assistance
Faster ETA Calculation
Coordination Among Dispatchers and Contractors
Faster Price Setting
Better Customer Service
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