Since April 2018, most vehicles have been fitted with eCall, an emergency call system automatically activated when airbags are deployed.
The driver or passenger can also manually activate the system, which allows them to contact someone in an emergency without needing a mobile phone.
Some drivers can connect directly with the call centre of their vehicle manufacturer through an eCall subscription service, a solution that can add extra burden and responsibility to manufacturers nationwide.
Throughout this blog post, we'll explore the benefits of outsourcing the eCall process and the factors manufacturers should consider when choosing a provider.
The role of vehicle eCall
eCall plays a crucial role in ensuring the safety of modern cars. Also known as the SOS button, it allows drivers to contact their manufacturer immediately in cases of emergency.
These emergencies can range from engine failures to accidents where they can't reach their mobile phones.
Direct communication between the driver and the manufacturer facilitates swift assistance and support.
However, with eCall comes the question of whether manufacturers should manage it internally or use third-party solutions to streamline the process.
The challenge of managing eCall internally
Managing eCall provides the major challenge of requiring dedicated resources and the necessary infrastructure to handle incoming emergency calls.
To handle eCall emergencies, manufacturers need a specialised call centre or dedicated team within the organisation, which can be costly and time-consuming.
Another difficulty is offering around-the-clock availability and fast response times for eCall emergencies. For this, manufacturers need a robust system to handle high volumes of calls effectively.
Should eCall not be answered promptly, there could be ethical and legal consequences for the provider, including the risk of someone in need not receiving the help they require.
Relying on internal management could also result in manufacturers facing expertise limitations in specific emergencies, impacting the quality of customer assistance during stressful moments.
Should you use a third party for eCall?
Relying on a third-party solution for eCall assistance can offer several benefits to manufacturers.
It allows manufacturers to leverage the expertise and experience of specialised service providers with the necessary resources to handle a wide range of emergency calls.
Third-party solutions can also help manufacturers streamline the eCall process and improve customer satisfaction. Outsourcing the management of emergency calls can help manufacturers focus on their core competencies while leaving the handling of emergencies to the third-party provider.
This can all provide cost savings for the manufacturer. Instead of establishing and maintaining an in-house call centre — and providing the supporting costs — manufacturers can trust cost-effective third-party services to offer efficient eCall management.
These providers can open doors to advanced technology innovations in the eCall field. eCall is constantly evolving to meet the automotive industry's ever-changing needs, and third-party solutions ensure manufacturers stay up-to-date with the latest developments.
Keeping calls 'in network' using a third-party solution
One key concern when using third-party solutions is that the service provided won't be kept 'in network.' However, modern providers have methods to ensure customers still use a manufacturer-approved repair process and OEM parts to keep the claim in-brand.
For example, when an emergency call is received, third-party solutions can direct it to a manufacturer-approved bodyshop, maintaining the crucial connection between the customer and the manufacturer's network.
Keeping these emergency calls 'in network' allows manufacturers to provide a seamless experience for their customers, all while tapping into support from experts familiar with the brand and its services.
When everything comes together, manufacturers build trust and loyalty with customers, who feel that their emergency needs have been addressed by professionals associated with the manufacturer.
Considerations for manufacturers when choosing an eCall solution
Not every eCall solution will suit every manufacturer, so some factors must be considered before deciding.
- Assess the reliability and track record of the third-party service provider. Choose a reputable, experienced provider with a proven record of delivering high-quality call centre services to the OEM space.
- Evaluate the scalability and flexibility of the solution. The solution should grow with the business and accommodate future changes in the automotive industry.
- Consider the costs. But don't necessarily choose the cheapest option. While evaluating cost savings is essential, ensuring your chosen solution offers the necessary service quality and support is equally crucial.
- Prioritise data security and privacy. Choosing a provider that demonstrates a commitment to strict data protection regulations and employs robust measures to safeguard customer information is essential.
- Maintain customer satisfaction. It’s crucial to evaluate the empathy of call handlers and consider the benefits this can provide to your manufacturer’s reputation. By adding white-labelled expertise to your brand that’s there for customers in their time of need, you can significantly improve your customer service offering.
What can Motor Assist offer?
Motor Assist provides full, end-to-end incident management support for various sectors, including manufacturers, dealerships, insurers and more.
We offer fully modular solutions, so you can hand-pick whatever you need to facilitate business growth.
Want to learn more about what makes us, us? Explore the Motor Assist advantage by clicking below.
