Transforming Roadside Assistance: Achieving 90% TAT Reduction with Automation
Overview: The client, a global automotive manufacturing
giant operating with 9400+ touchpoints & 7
Assembly facilities in over 125 countries, has a
comprehensive portfolio spanning commercial
vehicles, passenger cars, electric vehicles, and
defense vehicles. Maintaining its reputation for
quality and innovation, the client partnered with us
to improve their roadside assistance services and
deliver quality customer care.
Objective: Optimize Roadside Assistance (RSA) operations by automating the breakdown reporting and ticket assignment
processes, reducing turnaround times (TAT), and enhancing both efficiency and customer satisfaction.
Business Challenges
Operating in a traditional framework to assist with roadside breakdown, the client faced operational inefficiencies leading
to time consuming resolutions and lack of timely support to the customers. Their primary challenges were:
Process Inefficiency: Manual and time-consuming breakdown data extraction and report generation processes
Slowed Response Time: Delays in ticket assignment, impacting resolution times for vehicle breakdowns
The Solution
As per requirements, we developed an automated Roadside Assistance (RSA) system to streamline breakdown data
downloading and internal report generation. This optimized data extraction and report consolidation, providing key insights
into breakdown trends through custom reports, consolidated from the start of the month to the bot’s execution date.
Additionally, we implemented a central dashboard for efficient agent assignment, monitoring, and faster resolution,
improving operational efficiency and customer satisfaction.
Value Delivered
The deployment of our automation solutions accelerated ticket assignment and case handling, improving the client’s RSA
operations. This transformation enhanced operational efficiency, optimized resource allocation, driving faster resolutions
and elevating customer satisfaction.
90%
Reduction in report creation TAT Daily
75%
TAT reduction for handling breakdown reports
Faster and timelier ticket assignment