Distributors who manage Side Road Assistant Services practically control one of the most important after sale channels.
Recently distributor network managers have started to realize that having a Side Road Assistant Service in their customer value offering is much more than a service of good will. Distributors who manage this service practically control one of the most important after sale channels.
By planning and implementing the exact scenarios, distributors could control one of the most valuable Moment Of truth in their customers life cycle. The moment that the two interests, the distributor and the customer interests, becomes one. The Customer needs help – urgently, and the distributor can provide it by selling spare parts, supplying working hours, offering alternative vehicles or even by proposing to sale the customer a new vehicle.
However, in order to provide such a service the company can not rely only on good will alone.
The Side Road assistant domain presents three major challenges:
- Irregular and discrete distribution of demands – the road side assistant organization should work as a separate profit center. As such it must know how to deal with fluctuations in demand at different periods of the working day / week.
- Manage a big fleet of service vehicles –the road side assistant organization must be able to maintain a good service level and operate a big fleet in a large geographical area.
- Development of a contact center platform – the CC platform is the most efficient and effective platform. By designing an accurate workflow and by implementing call scripts, the distributor can achieve high service standards and maximum potential realization from each and every call.
Based on our vast experience, NG Group tailors a solution for each of our automotive customers. NG group will program and customize a state of the art SRA service that will help our customers realize their after - sale customer potential
By taking our customers step by step from the conceptual design phase through the detailed design, implementation and training phases our customer will come to realize NG Group's values of insight, commitment and innovation.
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