Always at their side, anywhere on the road
With more than 30 major clients, Digicall Assist specializes in providing independent emergency roadside assistance across Australia and New Zealand. The company works with leading automotive manufacturers, major insurance groups and fleet management groups to assist their customers. As Digicall Assist provides white-label services, the company represents its clients every day — directly helping in building their brands.
Digicall Assist understands that customer experience (CX) is at the heart of why someone chooses roadside assistance. So, it embarked on an ambitious digital transformation project to level up its customer service capabilities and future-proof its services. Digicall Assist planned to upgrade its aging on-premises contact center system and introduce a custom-built technology to improve roadside assistance significantly.
“Our mission is to deliver the very highest level of service and care to our clients and their customers. Now Digicall Assist is uniquely placed in the industry to deliver innovative brand differentiation for our clients based on their individual needs,” said Michael Curtin, Chief Executive Officer at Digicall Assist.
Deploying the right help during challenging times
Together with its partner, Synergy Enterprise Solutions, Digicall Assist implemented Genesys Cloud CX. Digicall Assist wanted a platform that allows it to integrate and develop custom solutions to differentiate within a competitive market. The API-first architecture and wide variety of out-of-the-box capabilities of Genesys Cloud CX align with those needs.
“The flexible nature of the Genesys Cloud CX platform allowed us to easily interweave multiple systems to create one-of-a-kind experiences that wouldn’t have been possible with anyone else,” said Rebecca Goss, Contact Center Operations Manager with Digicall Assist.
Perhaps the biggest win after adopting Genesys Cloud CX was building a custom API integration with a third-party SMS platform, dubbed InQ-IQ. In the past, Digicall Assist agents relied on customers to share their locations during a breakdown. But when the exact locations weren’t obvious, there were often long phone calls working with the customer to identify their location based on streets, suburbs or significant landmarks. As a result, roadside assistance providers were sometimes dispatched to the wrong places — contributing to delays for customers and extra work for agents.