A company from the automotive industry prides itself on providing emergency roadside assistance services to its customers. In the event of a customer experiencing an accident or a vehicle breakdown, service agents are available 24/7 to provide roadside assistance through multiple partners to guarantee customers’ mobility.
In order to fulfill this promise for a mobility guarantee, Arlanis Reply has automated the call center processes to facilitate the entire procedure. In such an inconvenient situation where customers have to request a breakdown service, the car manufacturer needed a way to quickly access customer data and history. This allows the customer's needs and information to be quickly passed on to the many partner companies specializing in emergency help services.
For this purpose, Arlanis Reply decided to migrate case management to Salesforce Service Cloud to store all data on one platform. A single platform where customer calls can be recorded and cases forwarded to the emergency service partner was crucial to the client. This eliminated a time loss when searching for customer data and passing the appropriate information onto partners. With Salesforce Service Cloud, Arlanis Reply implemented the ability to automate repetitive tasks for service staff by automatically generating a PDF that is filled with all relevant data.
To enable a multi-channel approach in contacting the emergency service partners, API integration was implemented for SMS, fax and email services.