Operations & Technology
Technology
Auto-Net’s commitment to technology is an ongoing process rooted in the principles
of delivering the best service available to our clients and customers. We employ
state-of-the-art applications to facilitate prompt roadside assistance, strengthen
our independent service provider network, enhance customer service and reduce operating
costs. We follow a development methodology that allows us to deliver reports and
applications in short cycle times, ensure the highest quality and incorporate the
appropriate technologies. Auto-Net’s technology capabilities offer distinct advantages:
- Business alignment with client and customer needs
- Knowledge and flexibility
- Communication and responsiveness
Our technology environment not only provides superior, dependable applications and
customer service, it allows for flexibility in creating the appropriate solutions
for our clients.
Mapping Tools
Our goal is to minimize the amount of time our customers wait by the roadside, and
get them back on the road quickly and safely. Auto-Net’s proprietary mapping technology
enhances the quality and speed of map-based information accessible to call center
agents, significantly eclipsing the time it takes to locate and route the calling
customer to the nearest preferred local service provider.
Telephony
Our dynamic infrastructure supports the unique demands of our 24 by 7 operation.
Our intuitive system supports 100 percent digital call recording to measure call
quality and standards. Our closed-loop process confirms your customers receive road
service on time by automatically contacting your customer to verify the provider’s
arrival.
911 Safety Assurance
Customer safety is our top priority. Each roadside assistance call is answered by
asking the member if they are in a safe location. Auto-Net / Coach-Net was the first
roadside assistance provider to incorporate a 911 feature into our mapping system
using a Public Service Access Point (PSAP) database, which provides direct contact
numbers for the emergency response center based on the caller’s exact location.
Unlike zip-code-prompting and cell-tower-driven mapping solutions, our 911 link
is based on GPS technology, providing an unmatched level of personal safety and
response.
Staffing & Training
Auto-Net’s commitment to quality begins with knowledgeable agents. Our training
programs provide new agents practical training, followed by continual
one-on-one coaching. Trained and seasoned agents are well versed in various manufacturer
and supplier warranty programs and can inform your customers about their warranties.
Our contact center consistently delivers a high level of service, regularly monitored
through our customer satisfaction survey process and internal quality assurance
process.
The backbone to our effective staffing model is the result of an industry-trusted
workforce management solution.
Capacity for growth at our Lake Havasu City, Arizona, and Irving, Texas, call centers
is fully scalable. Our technology infrastructure offers outstanding support to our
partners, with a phone system capacity of up to 4,000 agents. Auto-Net’s multi-center
environment secures uninterrupted and reliable service for your customers.
Quality Assurance
The purpose of Auto-Net’s / Coach-Net’s Quality Assurance Unit is to track, research
and resolve any customer issues. The unit also dedicates its efforts to expanding
meaningful relationships with our clients by addressing any concerns within a timely
manner. Furthermore, Quality Assurance personnel monitor all agents to ensure the
level of quality delivered is exceptional.