Breakdown service maximises call centre efficiencies

A leading roadside breakdown service was needed to maximise the efficiency of its call centre operations, whilst boosting customer service.

WIN worked with the client to integrate mobile into its customer contact programme. Once motorists have reported their location and breakdown details, the solution involves updating motorists via SMS on the arrival time of their patrolman.

The SMS service is used in 50% of all breakdowns and has reduced repeat inbound calls by 15%. The client has achieved savings in excess of many £100,000s per annum and has won a host of mobile and breakdown industry awards.