JAF’s call center had fundamental issue that lines go busy when weather is bad since there are high volume of roadside assistance requests. Since they can’t accept cancellation of request or inquiry regarding the arriving time of service car, they were in the negative spiral, which their business efficiency and client satisfaction won’t improve. To solve the situation above, we came up with a solution to develop a smartphone application other than their current phone system.
We suggested and developed a smartphone application “Call JAF” which enables people to request/cancel roadside assistance while still connected with existing reception system. In order to avoid inquiry call after request, we put chat function with call center and service car localization function. In order to avoid inquiry call after request, we put chat function with call center and service car localization function. The issue that hearing precise location and trouble contents on the phone took long time became clear, in addition to busy lines, so we made it possible to declare trouble contents with questionnaire and image and to choose precise location on map. As a result, we achieved our initial goal to supply request method other than phone but also reduced burden of the call center.
“Call JAF” maintained a simple UI that is easy and smooth to request when there is a trouble even though it has variety of functions such as chat, English display, member information coordination with JAF member application. We were able to implement within short period of time and also, minimize the influence over the call center work and influence over existing secure system by designing infrastructure and data.