for insurance and leasing companies, assistance providers,
automobile manufacturers and associations
PTV Call Center Solutions
PTV CALL CENTER SOLUTIONS
Fast assistance services help minimise
your loss expenses
PTV software solutions allow you to integrate
map&guide maps and geographic features
into your call centre applications or to expand
your existing systems.
Fast response time is the key to success in
customer service. In case of an emergency
or breakdown, customers expect that call
centre agents provide immediate support.
For the call centre agent it is important to
know the customer's current location.
Additionally, they may need information
about the nearest breakdown service or
authorised workshop, depending on the
caller's request.
To find the caller's current location the agent
uses either the information provided by the
customer (e. g. Lehrte, Apfelallee 4 or motorway
A4, kilometre 206) or the live-tracking
option via mobile phone or GPS. The position
is then directly transmitted when opening
the claims file. The current location and the
information about the relevant service providers
is instantly displayed on the map&guide
map. This means that the agent can
immediately contact the nearest assistance
provider or authorised workshop and notify
the customer.
"We prepare for tomorrow's challenges
today. We provide, for instance, the eCall
solution, the automatic in-vehicle emergency
call system, or "pay-as-you-drive" models
to calculate dynamic car insurance premiums
based on individual driving habits".
Dirk Weing盲rtner, PTV AG, Sales Manager Call
Center Solutions
assistance partner GmbH & Co. KG
The call centre agents use the map&guide
call center solution for all incoming emergency
or breakdown calls. The Search for
Next option allows the user to list a selection
of assistance providers sorted by distance
to the site of the breakdown and to clearly
display it on a map. The user can immediately
identify the assistance or breakdown service
providers responsible for the incident
location.
"map&guide call center allows us to
efficiently manage all breakdown services.
Generally, service is provided within 30
minutes to calls.
Ciro Casas, Director of Network
Automobilclub von Deutschland
The call centre agent chooses the appropriate
assistance service provider and transfers the
data, such as the driver's name, type of
vehicle and the company's location, in the
form of a text file to the claims file. From
here the agent directly places the order for
the service.
Thanks to the interface to the claim and
settlement system we have been able to
streamline the entire process from finding
to selecting breakdown service providers.
The time for processing each breakdown
call has been reduced by 30%, which means
that service performance and efficiency have
considerably been improved.
Stefan Rost, Manager of the Emergency
Call Centre
ALTE LEIPZIGER Versicherung AG
Claims made on your household contents,
glass or building insurance policies are
processed like breakdown assistance services.
The insurance company finds a skilled
craftsperson or technician who can quickly
fix the problem.
The web-based software solution accesses
the craftspeople database sorted by
disciplines like painters, electricians, fitters,
etc.
"map&guide intranet allows us to optimise
our internal processes resulting in first-class
customer service. "
Herr Markus Butterweck, Claims Manager
Moving theory into practice
Assistance providers at a glance
4
3
2
1
Initial situation
Vehicle breakdown
Brand: Toyota
Location: Lehrte, Apfelallee 4
PTV CALL CENTER SOLUTIONS
Functioning
Select the "Toyota" filter
Individual filter settings
Easy to configure
Available on all workstations
Find vehicle location "Lehrte, Apfelallee 4"
Phonetic search or GPS-positioning
Actual-map-data
Select workshop address sorted by:
Filter criterion
Distance
Route
Priority
Area
Time
Feel free to contact us.
The features of map&guide call center solution
Phone: +49 721 9651-156
E-mail: mobility@ptv. de
www. ptvag. com
PTV AG
Business Field Mobility
Stumpfstra0e 1, 76131 Karlsruhe
Germany
WWW. PTV AG. COM
Take advantage of our individual services
For years PTV has provided a wide range of
services to build and maintain a loyal
customer base. Our broad product portfolio
ranges from online consultant finders to
service provider locators at the call centre
and sales force and navigation management
solutions. PTV can provide you with the
solution that best suits your requirements
and objectives. If you would like to learn
more about our products and services in a
live presentation.
PTV Call Center Solutions for:
Automobile -Assistance
Medical Assistance
Tourist -Assistance
Home -Assistance
Leg a l-Assistance
Active Claims Management
Dynamic connection to company address
databases: SQL, Access and Oracle databases
as well as Excel tables can all be
directly connected to map&guide and
addresses are shown on the map&guide
map with additional information.
Automated area planning based on your
address data (on the basis of direct
distance, distance in kilometres, time or
postcode) . The radius search or search
for next includes and displays all areas.
Existing areas, that are based on postcodes,
can be included in Search for Next
(optionally available) .
Automated interface for data transfer to
ERP, CRM and Call Management
systems.
Form editor for order processing.
A search filter allows you to save the
search parameters for specific service
providers.
The software finds all relevant addresses
within a freely definable radius.
Live tracking via mobile phone or GPS:
by means of the appropriate hardware
and the add-on module map&guide
fleet manager it is possible to immediately
determine which assistance providers
are nearest to an incident location.
More points of interest (POI) such as
service stations, car parks, churches,
monuments, train stations, toll terminals,
etc. help you get your bearings and
provide you with important on-the-spot
local information.
Detailed address information can be
shown on the map with a single mouse-
click.
Individual point-to-point routes, for
visitors for example, can be sent by
e-mail.
Online hotel reservation throughout
Europe.
Professional door-to-door route planning
in numerous European cities including
sequence optimisation, calculation of
alternative routes and detailed route
descriptions.
Sequence optimisation (for up to 200
stop-off points) and calculation of
alternative routes taking direct distance,
road kilometres and time slots into
consideration.
Calculation of the fastest, shortest or
most cost-efficient route by considering
different parameters (vehicle-specific
properties, speed profiles, time slots,
appointments, stay times, driving times
and rest periods) .
Free online traffic information is available
for Germany, Austria, Great Britain,
Belgium and the Netherlands.
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