Services
A call starts with the problem, moves on to the car's make and year, then ends with a request for an appointment. Between calls, the service advisor cannot reach the mechanic, so the appointment is not arranged that day. The assistant asks the routine questions, records the request and passes it to your service team.
The customer calls, iCall answers
Hi, my car makes a strange noise when I turn. I think it's coming from the gearbox.
I see. What make and year is your car? When would you like to bring it in?
It's a 2016 Toyota. Tomorrow morning, if possible.
On screen: Appointment request recorded
Toyota, 2016 · Preferred time: tomorrow morning · Customer suspects gearbox noise
Example of an outbound call when it is switched on
Hello, I'm calling about your diagnostic appointment tomorrow at 10:00. Can you confirm you'll be coming?
Yes. What does the diagnostic check include, and how much is it?
A member of the service team will give you the exact price. I'll confirm your appointment.
On screen: Appointment confirmed
Tomorrow, 10:00 · Service team to provide the price
No. The assistant records the description and arranges a visit. A mechanic diagnoses the problem by inspecting the car.
The assistant advises the customer not to drive and alerts the service team immediately. A person decides what happens next.
Only using the prices you provide. The service team confirms the final amount after the diagnostic check.
This is an example of a fictional business.