Sykes Assistance Services Corporation
“Our BlackBerry smartphone solution enables us to better service our client’s customers when they have a roadside assistance request. This will also assist in significantly increasing our operational efficiencies, and paves the way for future revenue-generating opportunities.”Drew Lidkea Director of Client Relations
- Industry: Distribution/Transportation
- Region: North America
- Company Size: Large
- Solution: Velocity Mobile Platform by Kyros Systems Ltd. – Custom Application
Sykes Assistance Services Corporation ("Sykes") operates roadside contact centres in London, Ontario, and Moncton, New Brunswick, but the company services motor vehicles across Canada. Sykes recognized an opportunity to take advantage of mobile GPS to address issues around pinpointing the location of a customer during roadside assistance requests. Sykes was also looking to provide alternative avenues for drivers to reach roadside support without tying up phone lines.
The Sykes team decided to use the Velocity Mobile Platform from Kyros Systems Ltd. Velocity is designed to allow developers to build their own BlackBerry® smartphone applications quickly and without extensive technical knowledge. The Kyros team worked together with Sykes to develop the Sykes Auto Assistance App for its clients in the auto-manufacturing industry. Drivers can now submit assistance requests from their BlackBerry smartphones that allow attending agents to pinpoint clients’ exact positions.
- Improved cost savings through reduced agent handling times
- Eliminates guesswork in pinpointing a customer’s location
- Provides a more secure solution for dispatch
- Delivers a higher level of customer service