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: