Case Study: Automotive

Alleviating stranded driver stress with HGS Axle™

Smartbot solution captures info by guiding customers through simple Q&A session

Overview

In January 2019, HGS began a partnership with a U.S.-based rental car company in need of agents to assist drivers with Emergency Roadside Service (ERS). For example, when someone with the misfortune of a flat tire reached out for help, an agent would take the person’s information and coordinate next steps. However, the original process was time consuming and tedious for both customer and agent.

Today, to reduce the average time drivers spend in stressful and potentially dangerous situations, we employ an award-winning, user-friendly smartbot that makes requesting roadside assistance easy. HGS Axle works to help alleviate both customer and agent frustration, getting drivers back into a functioning vehicle as safely and as soon as possible.

6.5Ktotal bot-managed interactions

47%cases related to towing or tire changes

24%increase in agent capacity with Axle™

Client background

An HGS partner since 2019, this leading global provider of mobility solutions operates three major car-sharing and rental car brands. The company is based in the United States and operates in more than 11,000 locations in approximately 180 countries.

Business challenge

Upon review of dozens of distress calls, HGS recognized that stranded drivers often experience difficulty conveying a specific location and other information to ERS agents, especially when they’re stuck on the side of a noisy highway.

Working with the client to identify gaps and to streamline processes, we determined that if drivers could enter initial information themselves via an integrated visual IVR on their smartphones, several minutes of talk time could be eliminated, which could then create additional capacity to handle more calls.

The solution

Implement HGS Axle smartbot

To address this challenge, we introduced HGS Axle, a smartbot for collecting customer information. This human-centric, custom-built solution allows for faster dispatch, real-time tracking, and mobile notifications for the driver in distress. When a person contacts the company via a phone call, SMS, or mobile messaging, our dispatching platform finds the nearest tow truck, dealership, and/or mechanic.

Provide location and status info for everyone involved

Through a series of workflows, drivers proceed through the step-by-step process, answering questions to ensure the right solutions are selected to acquire roadside assistance. If necessary, integrated geolocation services also help locate the driver and find the closest tow destinations, and via GPS, all parties can monitor Axle to view the status of the tow truck or other next steps in real time.

Capture customer info quickly and efficiently

Alleviate both customer and agent frustration with HGS Axle™.

Results

Axle replaces the manual process that previously took customer care agents 10 to 15 minutes or longer to help stranded drivers. Axle allows for automated self-service, decreasing customer stress by helping them find roadside assistance in a few short minutes.

The results are optimized costs and long-term savings through reduced overall agent effort and call volume. Not only do the faster response times get stranded drivers back on the road more quickly, leading to higher customer satisfaction, but the fleet owner benefits from decreased downtime, systems integration, analytics and real-time reporting, as well as flat-rate pricing.

Previously, HGS had first rolled out Axle for a roadside solution provider with great success. We expected similar results for this rental car company, and the results have also been positive: agent capacity to handle more calls has increased, abandon rates have decreased, and the client has benefited from significant savings. Highlights include:

6.5K total bot-managed interactions

24%increase in agent capacity post bot implementation

10%cases resolved via SMS
(no callback needed)

14%cases deflected
(no action/callback needed)

26%tow-related bot interactions

21%tire change-related interactions