Can you walk me through the SPOT Assist Roadside Service process I would experience?
Author:SPOT Marketing Team Article Reference #:AA-00149 Views:4878 Date Added:2009-06-02 12:00 AM Last Updated:2009-06-02 01:55 PM 2.8 Rating/ 16 Voters
Example of service process (If NSD is able to reach primary# - in cell coverage)
  1. Help pressed by customer.
  2. NSD calls primary and secondary #, if necessary the home # from registration.
    1. Verify #, verify identification, verify if you are in safe location, verify type of vehicle, ask what is vehicle issue, ask if locking caps, ask if vehicle has anything hitched, ask if you can be with the vehicle, verify address from reverse geo-code.
    2. Put customer on hold while contracting tow company, provide name of tow company, name of driver, phone # of tow company, color of tow truck, ETA.
    3. Tell customer they can cancel within 5 min to avoid using one of their service allotment.
    4. Tell customer 45min after service will get an automated call to verify if service has taken place.
  3. Tow company calls primary # and tells customer an updated ETA.
  4. Tow truck arrives  - if not the correct asset for the job, driver calls for a different asset to do the job.
  5. NSD automated system calls primary # to verify quality of service.
  6. NSD calls secondary # and gives status of service.
Example of Service Process (If NSD unable to reach primary# - out of cell coverage)
  1. Help pressed by customer.
  2. NSD calls primary and secondary #,  if necessary the home # from registration.
    1. NSD unable to reach primary #.
    2. NSD possibly able to get some info from secondary # or home #.
  3. NSD dispatches tow truck – if vehicle is unknown, a flatbed is always sent, if flatbed is not correct asset for job, driver will call for a different truck once on scene.
  4. Tow truck arrives.
  5. NSD automated system calls primary # to verify quality of service.
  6. Customer care calls secondary # and gives status of service.
SPOT Assist Roadside Service is currently available only in the United States and Canada.





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