Don’t you hate it when your car won’t start and you need to call for help? Even worse is when your car breaks down at whatever hour, somewhere along the way to your destination.
What happens between the time you call for service and the time your car is fixed is likely to influence your degree of satisfaction with the car you bought and the dealer who repaired it. How well were you treated by the call center, the tow truck driver, the service writer, and anyone else involved?
Agero CEO Dave Ferrick sees a car owner’s call for help as an opportunity for an automaker and a dealer to deliver the best possible customer experience. Yes, my car wouldn’t start, but –
*The call center operator knew where I was and what I needed.
*The tow truck driver was able to fix the problem or bring me to someone who could.
*The dealer was aware and involved, and made sure I was able to reach my destination.
*The automaker ensured that the car was properly repaired, and any relevant information was provided to vehicle engineers.
Of course things don’t always work out that way, but Agero’s Ferrick is mounting a major program to increase the likelihood that they will more often than not. Lincoln is among the automakers currently testing the program, which includes extensive dealer training and in-depth information for automakers. It’s based on the belief that a positive experience during a negative situation can increase brand loyalty.
Agero is well-positioned to make a difference. The company is a major supplier of roadside assistance services. With the help of more than 30,000 roadside assistance providers it protects more than 75 million drivers a year in North America during in-vehicle and post-emergency safety and security situations.
As connected vehicle technology evolves, there is more to be said about the quality of the customer experience. What are your thoughts?