Sector background

 

Assistance and breakdown providers may need to provide onward travel to their clients who may have experienced a service failure, accident or breakdown and need to get people to a suitable location quickly.

 

The challenge

  • Breakdown and assistance providers need to provide 24/7 assistance and support to their customers. This will include arranging alternative transport or getting them to a destination at very short notice. This onward transport is often arrived via a busy contact centre or control room. Communicating with both their staff on the ground their customer and with the Cabline contact centre involved several phone calls.

 

Solution

  • Cabline works closely with all of our breakdown and assistance clients to fully understand their associated business processes. This has enabled us to develop a web booking tool that fits with the exact requirements of each client and can also be adapted easily and quickly. The creation of bespoke booking fields and processes, as well as adding company branding has been made easy and quick. The new booking tool has revolutionised the way bookings are made and virtually removed the need for any phone calls despite the on demand requirement and complexity of the requirements. This reduced the time it took to make a booking and offers passenger updates in real-time. Specific features include; a clickable interactive map to ease selection of difficult pick up points, two-way messaging, client notes and reporting tools.

Results

  • Significant time reduction spent on the phone, faster and more accurate communication, quicker response times and overall improved customer satisfaction.  Branded solution encouraged internal adoption of the solution and enabled the client to showcase the solution to other potential customers.
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