Our client is a leading multinational automotive company specializing in manufacturing diverse range of commercial vehicles. They prioritize customer support by offering reliable on-road assistance during vehicle breakdown situations through a well-equipped network of GPS-enabled service vans and expert service teams.
In case of vehicle broke down situations, drivers had to make phone calls for getting timely assistance. However, multiple coordination between the driver, the assistance provider, and the call center often caused delays, miscommunication, and longer response times, which frustrated drivers and resulted in financial losses. Additionally, without proper insights into service requests, response times, and resolutions, our client struggled to deliver the high-quality customer service they aimed for.
Softude’s Role
Softude developed an advanced digital solution that seamlessly connected all stakeholders—drivers, vehicle owners, call centers, service vans, and technical experts. The solution featured real-time GPS tracking, instant ticket generation, role-based access, and automated SMS notifications. This system streamlined communication, improved coordination, and enabled faster, more accurate roadside assistance.
80%
TAT on Technicians
60%
Less Vehicle Downtime
100%
Real-time Updates
Benefits in a Nutshell
01.
Quick Resolutions
Features like instant ticket generation and assignment, minimized response times and ensured technicians arrive at the location promptly.
02.
Transparent Tracking
Live GPS tracking and real-time status updates provide vehicle owners and drivers with complete visibility, ensuring they stay informed about the assistance process every step of the way.
03.
Data-Driven Decision Making
Complete visibility into service performance, breakdown patterns, and customer feedback helped our client identify areas for improvement.
04.
Seamless Coordination
The platform ensures smooth communication between drivers, call centers, and technicians, reducing miscommunication and streamlining service workflows.
Client Testimonial
Softude’s solution has significantly streamlined our breakdown assistance process, making it faster and more efficient. The real-time tracking and seamless coordination have enhanced our service delivery and decision-making, providing a better experience for both drivers and customers.
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