Discover how a leading roadside assistance and insurance company boosted customer satisfaction with DaVinci, streamlining its tech. This case study reflects a growing trend of businesses using technology for improved service and efficiency. DaVinci showcases how innovative solutions lead to success. The organization grappled with a complex tech landscape, relying on SAP, Avaya, and Twilio. Managing these systems, alongside in-house app development, posed challenges. To enhance service capabilities, they turned to Twilio for sending notifications to tow truck drivers’ mobile devices, aiming to streamline operations.
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A major roadside assistance and insurance organization we worked with faced challenges across various departments, including CX, IT, and sales. Each team had its own requirements for improving service and solving pain points, yet they struggled to collaborate effectively. They were seeking a platform that could unify these different groups to create a better customer and agent experience.
Their technology stack included SAP as their ERP system, Avaya for voice, Twilio for SMS notifications to tow truck drivers, and homegrown applications to track roadside assistance requests. With so many different technologies in play, they needed a solution that would streamline their operations.
They selected DaVinci because it provided a single platform that could bring all their teams together. By leveraging voice from Avaya and SMS from Twilio, DaVinci helped deliver a consistent user experience across their systems, including SAP and their custom applications. This integration also addressed the need for seamless customer identification and authorization across different platforms as customers were transferred between different systems.
The CX leaders were focused on reducing average handle time and increasing first-call resolution. They wanted a solution that could quickly identify and authorize customers while providing a consistent experience as customers moved through different stages of service. Additionally, they were interested in using voice biometrics to further reduce call handling time, allowing agents to focus more on solving customer problems rather than authorization processes.