We Introduce Exclusive LocateMe Technology!
April 27th, 2011
ROAD AMERICA ANNOUNCES SUCCESSFUL LAUNCH OF LOCATEME® UPGRADE TO ROADSIDE ASSISTANCE TECHNOLOGY
MIAMI – APRIL 21, 2011 In an exclusive partnership with researchers at AT&T, Miami, Florida-based Road America has developed, tested and now successfully launched a GPS technology solution for pinpointing breakdown locations in seconds. This development dramatically improves the speed, accuracy and efficiency of locating the customer’s disabled vehicle through the very same telecommunications device they are using to contact the Road America 24-hour Response Centers.
With this enhancement, Road America is able to pinpoint the customer’s precise coordinates to ensure that their service providers on scene arrive at the vehicle’s exact location –even if the customer doesn’t know where they are. They are able to respond to emergency assistance calls with much greater reliability and speed – which means ensuring the customer’s safety and increasing their satisfaction with the service.
The IT Department at Road America has been on a mission to solve this problem for many years, because it’s always been the weakest link in the emergency roadside process. The mapping engines on which the industry relied previously were not server based and depended on data that was only intermittently updated by the software companies. It was an expensive and time-consuming procedure and one that had the potential to be perceived poorly by the customer. The Telematics devices found on some newer model cars were not widely available and didn’t operate smoothly across all platforms. Road America’s strategists knew the technology could be developed; government emergency crews used something like it, based on triangulation, but this development was specifically not available to private companies.
After months of discussions, working with AT&T and with TechnoCom as the aggregator, the team finally came up with an elegant solution. It would be hosted in-house, minimizing the cost of the service, loading geo-codes for all the service provider locations and displaying tie-back destinations in real time for the client to select. Road America designed its own locking mechanism on top of the other data base locks so that sensitive customer information is never displayed without the customer’s prior permission.
What has this done to the roadside assistance process? With the new Road America LocateMe® technology, at least two minutes can be trimmed from the average call length for this situation, the time it takes to identify the customer, ascertain the location of their vehicle, and confirm the dispatch service. From the perspective of a stranded driver, this means reduced waiting times and a quicker return to safety. For Road America and its client companies, it can also mean reduced processing costs and increased customer satisfaction with the program offerings.
Road America’s initial results have been more than encouraging. LocateMe® has been successfully launched as a cross-carrier platform and, after six months of testing, the company is consistently achieving a 98% success rate in using the technology to immediately, accurately pinpoint the location of a distress call, whether it’s from a landline or a wireless device.
In the process of developing LocateMe®, the Road America team recognized the possibilities this technology offers for the company’s future development. They will be moving to use it to manage the service provider network’s vehicles – which kind of specialized equipment does each truck carry, and where are they currently located. And the move after that will be to fully digital dispatch, communicating directly with the trucks in the field.
Click here to view the Article on the Road America website