CALLBACK WORKAROUND Service Aid

Flat Tire Workaround

Customer calls for tire change and OneRoad Defaults to a Tow
Process new call with normal procedures up to the Tow Destination. Confirm with the customer that they
do have a spare tire and not a TIK. If they are sure, proceed with Workaround steps. Otherwise dispatch
for a tow.
Select the first tow destination
Advise customer of tire change coverage (use Matrix if necessary) and disconnect using standard
procedures. Do not advise customer of tow.
Proceed to SP selection to request tire change
Accept SP with ETA and name, place SP on hold on Dispatch Confirmation screen.
Change Confirmation method to No Confirmation on Dispatch Confirmation screen. Copy PO
Proceed to Case Wrap up
Select Offline Task
Select Call Type: Callback and Caller Type: Service Provider. Do not select a program
Paste PO and select Search.
Select Service Unsuccessful > Change Service > Select Flat Tire > Select equipment: Minor
Roadservice > Select Existing SP can provide service/equipment check box > Submit.
Provide SP with new PO number and send confirmation.
Notate in the internal comments customers request for lockout service

Lockout Workaround
Customer calls for a lockout service and OneRoad Defaults to a Tow
Process new call with normal procedures up to the Tow Destination
First advise the caller that the manufacturer recommends the vehicle is towed. If the customer insists on
standard lockout continue by selecting the first tow destination listed.
Advise the customer of lockout coverage. DO NOT ADVISE customer of the Tow.
Proceed to SP Selection, request lockout.
Accept SP with ETA, and name, place SP on hold on Dispatch Confirmation screen.
Change Confirmation method to No Confirmation on Dispatch Confirmation screen. Copy PO
Proceed to Case Wrap up.
Select on Offline Task
Select Call Type: Callback and Caller Type: Service Provider. Do not select a program
Paste PO and select Search
Select Service Unsuccessful > Change Service > Select Door Unlock > Select Equipment: Minor
Roadservice > Select Existing SP can provide service/equipment check box > Submit
Provide SP with new PO number
Notate in the internal comments customers request for lockout service
 CALLBACK WORKAROUND Service Aid

Reactivating a call with an End Task Srvc Unsuccessful

SP arrives on scene cannot locate the customer and request a GOA. Customer cannot be
reached at that time and a GOA is granted. Later the customer calls and states they still need
service. Below is the process to reactivate the call without the need to rebuild
Select Customer Callback Call Flow, Update Case Information and proceed to Case History to confirm
service shows Service Unsuccessful.

Copy PO number from Case History screen

Restart the call using the Close Call icon

Select Call Type: Callback and Caller Type: Service Provider. Do not select a program

Paste PO number and select Search

Select Service Unsuccessful > Add Service > Select service > Repair Type: General Repair Auto >
Select equipment > Do not select Existing SP can provide service/equipment check box > Submit

Reselect original SP that appears in Rejected SP list and contact to see if they will accept dispatch. If
not, dispatch using standard procedures

Reactivating an End Task Customer Cancel

Customer called prior to cancel as they no longer needed service then called back again
stating they made a mistake and really do need service.
The call does not need to be rebuilt it can be reactivated.
Select Customer Callback Call Flow, Update Case Information and proceed to Case History to confirm
service has been cancelled.

Copy PO number from Case History screen.

Restart the call using the Close Call icon.

Select Call Type: Callback and Caller Type: Service Provider. Do not select a program.

Paste PO number and select Search

Select Service Unsuccessful > Add Service > Select same service > Repair Type: General Repair Auto >
Select equipment needed>. Do not select Existing SP can provide service/equipment > Submit.
 CALLBACK WORKAROUND Service Aid

Change in Tow
Reselect original Destination
SP that appears orlistDisablement
in Rejected SP New
and contact to see if they PO Required
will accept dispatch. If not,
dispatch calls
Customer using because
standard procedures.
the Disablement location changed or Tow Destination change after driver
was in route. Service Provider Requests a GOA and a New PO to complete the service

Change in Disablement Location Change in Tow Destination

Select Customer Callback Reason Update Case Select Customer Callback Reason Update Case Information
Information and proceed to Case History to obtain the and proceed to Case History to obtain the PO.
PO.

Copy the PO number from Case History. Copy the PO number from Case History.

Restart the call using the Close Call icon. Restart the call using the Close Call icon.

Select Call Type: Callback and Caller Type: Service Select Call Type: Callback and Caller Type: Service Provider.
Provider. Do not select a program. Do not select a program.

Paste PO number and select Search. Select Callback Paste PO number and select Search. Select Callback
reason: Service Unsuccessful>Customer reason: Service Unsuccessful>Customer GOA>Choose
GOA>Choose Cannot Find Customer or No Vehicle. Cannot Find Customer or No Vehicle.

Select Matches Found link. Proceed through call to Select Matches Found link. Proceed through call to Case
Case History. Select Offline Task. History. Select Offline Task.

Select Call Type: Callback and Caller Type: Service Select Call Type: Callback and Caller Type: Service Provider.
Provider. Do not select a program. Do not select a program.

Select Service Unsuccessful > Add Service > Select Select Service Unsuccessful > Add Service > Select
service>Repair Type: General Repair Auto > Select service>Repair Type: General Repair Auto > Select
equipment > DO NOT select Existing SP can provide equipment > DO NOT select Existing SP can provide
service/equipment check box > Submit. service/equipment check box > Submit.

Provide SP with new PO number. Depending if the SP Provide SP with new PO number. Depending if the SP needs
needs the confirmation choose no confirmation or re- the confirmation choose no confirmation or re-send.
send.
 CALLBACK WORKAROUND Service Aid

Change Service when Customer Calls

The Service Provider asked the customer to call to make changes to the dispatch by changing
the service.
Select Customer Callback Call Flow, Update Case Information and proceed to Case History to confirm
service has been cancelled.

Copy PO number from Case History screen.

Restart the call using the Close Call icon.

Select Call Type: Callback and Caller Type: Service Provider. Do not select a program.
.
Paste PO number and select Search.

Select Service Unsuccessful > Change Service > Select service > Repair Type: General Repair Auto >
Select equipment > Select existing SP can provide service/equipment check box > Submit.

If the original SP cannot perform the service dispatch a new SP by keeping the checkbox on the first screen
blank.

Changing or Adding Equipment SP Requests New PO

The normal call flow will not require a new PO but in some cases the SP is insistent
Service Provider wants to CHANGE equipment on a Service Provider wants to ADD equipment on a NEW call
NEW call but insistent on a new PO but insistent on a new PO
Change Confirmation method to No Confirmation on
Change Confirmation method to No Confirmation on Dispatch Confirmation screen.
Dispatch Confirmation screen.
Copy PO Copy PO
Proceed to Case Wrap Up
Proceed to Case Wrap Up
Select Offline Task
Select Offline Task

Select Call Type: Callback and Caller Type: Service Select Call Type: Callback and Caller Type: Service
Provider. Do not select a program. Provider. Do not select a program
Paste PO and select Search Paste PO and select Search
Select Service Unsuccessful >Add Service > Select
Select Service Unsuccessful >Add Service > Select equipment > Select Existing SP Can Provide Additional
equipment > Select Existing SP Can Provide Additional Service/Equipment check box > select Submit.
Service/Equipment check box > select Submit.

Select Matches Found link. Proceed with call to Select Matches Found link. Proceed with call to Dispatch
Dispatch Confirmation Confirmation.
Send confirmation, document accordingly Send confirmation, document accordingly.
 CALLBACK WORKAROUND Service Aid

Dollies/Skates
Dollies, Skates, Go Jacks Add Requests by the Service Provider
Request made to load a vehicle onto a flatbed or to Needed to extract or reposition a vehicle to a loadable
tow in place of a flatbed position. (eg. parallel parked or parking garage)
Service Provider callback call flow, Service Unsuccessful
Service Provider callback call flow, Service > Add Service> Tow
Unsuccessful > Add Equipment
Choose Dollies as equipment within the callback call Choose Dollies to tow the vehicle. Wheel lift would be
flow. Wheel lift would be the proper equipment for the proper equipment for this call type.
this call type.
Advise the Service Provider to add to the existing PO Document in the internal notes the reason for the added
on the invoice. “Please add the fee to the original PO PO
invoice.”
Document in the internal notes reason for added Provide the Service Provider with the additional PO #
equipment
Proceed to Case Wrap Up
Proceed to Case Wrap up

PO will show as Dispatch Complete PO will show dispatch complete for both PO’s
 CALLBACK WORKAROUND Service Aid

Tow Store Tow

Vehicle Requires to be Stored overnight and delivered to the dealership/repair facility in the
morning
Covered Tow- Tow out PO# needed in the morning will need to be processed during the first call
Service Provider Callback Call flow >Service
Unsuccessful > Add Service > Tow to Storage
Select General Repair Auto > Select Equipment being
used for tow
Select Existing Service Provider to provide Services
Case History select the original PO; Confirm Year,
Make and Model
Proceed past Site Resolution. (Service Provider may
request the Site Resolution matches the Storage
facility. Update the location only if by SP Request)
Confirm Tow to Destination, Name and Address
including the city
Document in the internal notes for the request.
Case Wrap up and Provide the SP with the new PO#
Not Covered- Vehicle will be stored and tow out PO#
Once the original PO has been created for the tow using
standard procedures, a workaround must be completed to
collect Credit Card Payment for the Tow out of Storage.
(Please note the customer will be making two credit
card payments and be required to pay the SP directly
for storage out of pocket)
Use the original PO # to process a Service Provider
Callback > Service Unsuccessful > Tow to Storage >
General Repair Auto >Select Equipment being used
Select Existing Service Provider to provide Services
Case History select the original PO; Confirm Year, Make
and Model
Proceed past Site Resolution. (Service Provider may
request the Site Resolution matches the Storage facility.
Update the location only if by SP Request)
Confirm Tow to Destination, Name and Address including
the city
Collect second Credit Card Payment for Tow out PO# (Do
not provide the second PO to the Service Provider advise
for them to contact in the morning for the second PO#)
Document in the internal notes the request and that the
customer was advised they would need to pay the SP
directly for the Storage Fee.
Case Wrap up and Available for new call