AAA adds high-tech twist to emergency road service

AAA, North America’s largest motoring and leisure travel organization, has chosen Glympse, a pioneer of real-time location technology, to provide its members with a new level of visibility when they request roadside assistance. Beginning in select markets, members waiting for assistance will experience an enhanced, real-time tracking functionality, letting them know exactly when a service technician will arrive to help. The web-based experience includes a live map view and ETA countdown so members feel safe and confident that help is on the way.

This real-time tracking experience ensures that during a highly stressful time, members receive:

• Timely, persistent communication. Members receive text notifications when their request for service is confirmed, and once their service technician is on the way to their location. The text contains a unique invite code that lets members track the service vehicle in real time.
• Peace of mind. The web-based experience shows the tow truck or service vehicle on a live map as it travels to the member location, plus a live, minute-by-minute ETA countdown. Customers can also confirm that their service location is accurate, see the name of the technician and cancel their roadside assistance call if their situation changes. They’ll even get a final arrival confirmation as the service vehicle arrives.
• Clear next steps. If a tow is necessary, the web experience will show them that their vehicle is en route to its destination and confirm that final destination.
• Voice self-serve capabilities. Members who don’t opt-in for notifications or can’t access the internet can also call AAA Customer Support and be able to retrieve the same status and ETA information via automated IVR (Interactive Voice Response), that also integrates with Glympse.

This service is currently in pilot mode in select markets and will expand to further geographies.

SOURCE: AAA News release