Having used Roadcall for six months, The Tandet Group of Companies has shared the following with us about their experience.

Roadcall is a critical part of our roadmap to continually improve our services and is an essential element in our goals of retention and growth.

There is no doubt that this has allowed us to provide a higher quality response to our clients. It is very difficult to not provide a consistent service when using Roadcall.

Speeds Up Accident Response Times

One manager stated that the automatic e-mail capabilities of Roadcall saves time in sensitive situations such as accidents. She also went on to say that the search functionality is helpful when management is required to give timelines to customers on breakdowns.

Can’t Forget Active Service Calls

One call centre manager had this to say, “Notifications [referring to Queue notifications] to the managers have helped take care of the calls during busier times a lot quicker as agents are unable to forget active service calls.” She went on to say, “This program has also helped us manage our phone queues, as we are aware when an agent is on a breakdown call.”

Procedures and Training

As an ISO company, Roadcall allowed us to literally put into action our defined procedures. When any procedure is changed or updated, it can be implemented with a script change and is universally available to all CSR’s immediately after publishing. This has virtually eliminated the need for specific communications and training for procedural updates.

It is easier to train a less experienced person. It has improved the consistency of understanding from one individual to the next. It definitely makes customer-based exceptions easier to facilitate and communicate.

One supervisor responded, “Roadcall reduces the system learning curve and training times; the system is easy to use.”

Different Procedures for Different Clients

The ability to customize a roadcall event based on the unit/driver that is reporting the breakdown caused our Cambridge manager to say, “Being able to design individual scripts for each customer is a huge selling point for the sales staff and has allowed us to service each customer’s separate preferences more efficiently.” It is also important to note that we still utilize only one script plan for our entire client base. The script responds dynamically to the requirements of the situation and the specific client based on responses that are being supplied by the CSR. As a result, a CSR does not need to be told, in advance, of a special procedure for a particular client nor do they have to launch different scripts based on who is calling. One script, potentially different procedures call to call.

Mapping

Our Ottawa supervisor had this to say when referring to the additional information available to the CSR, “A particular benefit has been the ability to pinpoint the exact location where the breakdown is situated by having a map directly in front of you while discussing the surrounding area with the driver.”

Locating the Right Vendor

Roadcall, especially as our vendor database has matured, has made finding the right vendor far more efficient and accurate. Finding the best vendor is not just a question of locating a vendor in the area, but may also involve ensuring that we choose the vendor of choice for any specific client. Again, we are able to accomplish both of these tasks with Roadcall. One manager stated, “Roadcall has increased our ability to choose the closest qualified vendor greatly; this will have saved us a huge amount of money in distance fees, discounts & rework.” A supervisor provided the following comment: “It gives us a greater range of vendors available in the breakdown area which then cuts down on the time to get the unit repaired or towed.”

Our General Manager specifically commented on the vendor search abilities within Roadcall. It was his opinion that we are now at the stage where Roadcall, combined with our maturing database, allows us to find an appropriate vendor better than well known third-party breakdown vendor search tools…

Our Ottawa supervisor commented, “By locating the correct & closest Vendor it certainly increases customer satisfaction and retention.”

Reduces Service Times

We believe that average total service times have been reduced, but this data was not available to us before, therefore we cannot provide independent proof of this statistically. If one assumes our best case scenario in the past (CSR was familiar with the truck/company/driver and the breakdown location, was familiar with all procedures that were specific to the client that was calling and was familiar with approved vendors in the area) then the answer is it may be a wash. This also assumes that the vendor did the work as promised, when promised. If all of our scenarios had been thus in the past, we likely would not have needed Roadcall. In virtually all
other scenarios, we believe it has improved our response effectiveness.

Corey Cox
Director, Information Management Systems
The Tandet Group of Companies