USEÂ CASE
Automate the vehicle breakdown process end-to-end, and get customers back on the road without a scratch on your reputation.
Breakdowns are inevitable. But too often, a breakdown is just the beginning of a much longer and more stressful customer experience. That’s because front line support reps aren’t typically trained to handle the following elements of a breakdown without expert guidance:
Document the breakdown details, pin down the nature of the problem, and check in on how the driver is doing.
Prescribe expert guidance on repair or vehicle replacement, order roadside assistance, or coordinate with the nearest repair service provider.
Follow-up proactively with the customer and set clear expectations every step of the way, providing a timeline for them getting back on the road.
This end-to-end breakdown workflow is designed to help front line reps provide expert guidance regarding breakdown logistics, without sacrificing customer experience. Using a custom CRM integration, carefully prescribed conditional action courses, deadlines and reminders, front line service reps have everything they need to get customers back on the road fast.
Launch the vehicle breakdown workflow from anywhere, and create a new support ticket in one automated step.
Trigger the vehicle breakdown workflow by accessing the web-based form. Reps can access the form from anywhere via link or QR code, and do not need a Next Matter account to do so.
Capture the exact details of the breakdown and customer account using the form. You can also include scripted instructions to help provide support for the customer during the process.
Workflow triggered and new ticket created simultaneously. From here on, next steps will be provided automatically, based on the details entered in the form.
Using conditional steps and actions, the automated workflow will prescribe custom support pathways suited to the situation.
Assign conditional actions to create conditional steps, AKA Branches. For example, if the car is malfunctioning, but still driveable, capture that in the initial breakdown report, and automatically assign a conditional step to contact the nearest service garage for immediate support
With data references, you can reuse relevant information throughout the workflow. When contacting the nearest service station, for example, you’ll see all the relevant customer and case data displayed in the current step
Use deadlines and reminders to help provide timely support when it really matters, and offer an amazing customer experience.
Embed each unique support path with time-sensitive reminders and follow-up actions, connected to the time intervals at which prior steps were complete
Receive reminders to follow-up over email & chat messenger tool, and stay on top of all case progress with a filterable inbox and dashboard view
Take care of CRM documentation and updates, without switching screens or entering data twice.
Document actions taken in Next Matter and in your CRM at the same time.
Complete workflow instances in Next Matter, and their respective tickets resolve and close automatically in your CRM
Ready to level-up your customer support game for vehicle breakdowns? Choose how you'd like to get started below.
