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The client, a large automotive retail and service organization, manufactures multiple vehicle brands, directs operations in over 30 countries and sells its products in 200 countries. To support its mission, the client provides round-the-clock roadside assistance services 24 hours a day, 365 days per year to their customers. A partner was needed that could rescue the customer in the event of a vehicle breakdown, and through flawless execution of service delivery, turn that negative event into a positive, brand-building experience. The success of the program was measured through customer surveys. On a monthly basis, approximately 9.8 percent of customers serviced through the program opt to participate in the survey. The average weekly top box satisfaction score for customers that utilize the roadside assistance program is 87 percent for the last 52 weeks. The top two boxes overall satisfaction score has an average of 94 percent for the last 52 weeks. On average, the top box and top two box satisfaction scores for customers who were serviced by mobile dealership personnel increased five additional percentage points. As a result of CCAS's service, more than two out of every three customers who experienced a vehicle breakdown during their warranty period indicated they would return to the brand to purchase their next vehicle.
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