Tow-Info SMS - AXA Canada
HOW THE TOW-INFO SMS CAME ABOUT
Consumers like to be kept informed when they place online orders, whether for products, food or other. The same is now true for towing services. They want frequent updates to know how long it will take for the tow operator to arrive and get them out of a stressful situation.
This is why the AXA Canada and TowSoft teams worked on an integration to relay the driver's position on a map to the customer, as well as the status of the roadside service/towing call.
HOW THE INTEGRATION WORKS
When the AXA team sends an order to a service provider whose contractual agreement includes consent to the Tow-Info SMS sent to the customer, the order is received in the service provider's TowSoft. Then when the driver accepts the call and sets himself on route (change of status), an SMS is also sent to the vehicle owner simultaneously:
Reception of the AXA E-dispatch order in TowSoft
Simultaneous reception of the SMS by the customer/driver
As the service provider progresses in executing the call, i.e. the different statuses of the call::
- ORDER ACCEPTED/STANDBY
- DISPATCHED
- ONGOING
The customer will be able to see the progress of the call from their mobile, after clicking on the link in the SMS (example above) leading them to the Tow-Info interface.
AXA Canada Tow-Info interface to keep the customer informed of the progress of the call
DESCRIPTION OF THE AVAILABLE DETAILS :
- Address of the intervention site
- Time stamp of the last position received from the driver/truck
- Timer before refreshing the last position received
- Call status (Possibilities: Pending, Dispatched, On route, Arrived)
- Indicator of the driver/truck position on the map
This way, the customer in his vehicle will be reassured to see that things are underway in order to come and help him in an unfortunate roadside situation.
ISSUES WITH RECOVERING/RELAYING POSITIONS?
Considering that this feature is based on different connections between different systems, it is possible that the positions are sometimes not sent back. Here are some of the possible explanations:
- Required permissions on the driver's device have not been given
- Absence of mobile data network coverage in the driver's area OR for the vehicle owner
- Communication problem between systems -> Contact TowSoft support
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