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Field Service Management

The Croatian Automobile Club (CAC) introduced a software solution for call centre management and coordination with field employees

Through the efficient distribution of information, CAC's call centre employees can confidently tell their customers when help will arrive.

Solution

By computerizing their processes, CAC accelerated and improved the sharing of information among employees, so that roadside assistance can be faster and more efficient. When the call centre agent receives information on the accident and estimates that an intervention is necessary, they use GPS/GPRS technology to find the first available technician that is nearest to the accident location and forwards them all the information needed for the intervention.

Technology

The Field Management Service solution is developed on the Microsoft Dynamics xRM platform, and integrated with GPS/GPRS technology that allows the display of the current vehicle position and the most accurate plan view of the vehicle route.

The solutions used in the project

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