Case Study: Automotive
Alleviating stranded driver stress with HGS Axle™
Smartbot solution captures info by guiding customers through simple Q&A session
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.
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
Could HGS Axle™ help your business efficiencies?
Contact an HGS expert today to discuss the possibilities.
