A global provider of emergency assist.ance services turned to Altoros to implement a 24/7 support system for car owners
The company is a global provider of emergency assistance services for the automotive, travel, insurance, and healthcare industries. Founded in 1992 in New Zealand, the organization also operates in Australia and the United Kingdom.
When the company turned to Altoros, it had a legacy system—for handling emergency requests—built on top of the outdated technology stack. The product was hard to maintain, it was impossible to extend the functionality, and lacked web interface. As a result, employees were not able to process emergency requests timely.
Cooperating with Altoros, the company wanted to create a cloud-native solution that would ensure 24/7 request processing in real time and let work from any place.
Under the project, the team at Altoros had to address the following issues: To process emergency requests immediately, it was important to enable GPS tracking and visualize incidents on a map in real time. A vehicle location needed to be identified even if a user’s mobile phone is in the sleeping mode.
By integrating with the PubNub API, developers at Altoros made it possible to monitor user vehicles and incident location in real time. Our engineers also enabled the delivered solution to visualize incidents, maintenance points, and tow trucks in Google Maps. By implementing a custom background service, the team at Altoros ensured that a vehicle location could still be tracked when a user mobile phone is in the sleeping mode. To foster processing of emergency requests, our developers built a survey functionality, so that employees could efficiently provide car owners with the required assistance.
Partnering with Altoros, the customer has already addressed almost 116,000 road incidents providing assistance to 150+ car owners per day in real time. As the delivered solution gained popularity among end users, the company partnered with 50 new insurance providers to further improve customer service. By digitizing workflows, the organization ensured 24/7 emergency support.
For each call, the system starts a new task where the operators can indicate various details on the emergency situation, such as the pick-up address, destination address, etc. To gather more information for the medical staff, the solution provides lists of various medical conditions with instructions, as well as questions to ask. Operators can select a group of conditions, ask the provided questions, and mark the answers on the list. As a result, call processing speed increases considerably.
It is possible to assign different priorities to calls, so that the most urgent situations are resolved first. In addition, the alert function automatically notifies other emergency services, such as the police, fire department, etc. All operators share one log window. This helps to distribute tasks and makes it possible for several people to process one call at the same time. Once all the required details have been filled in, the operator looks for an ambulance nearest to the location where an emergency occurred and drag-and-drops the vehicle on the map to assign the task.
Medical staff instantly receives assignments with detailed information about emergency situations and can prepare in advance. After the task has been completed, a notification is sent to the system and the vehicle is again marked as available.
The updated system is a comprehensive solution with clear code. Before it was introduced, interviewing callers used to take a lot of time—operators had to write down and then type in the information in order to send it to the ambulances. The new system drastically reduced call processing time with drop-down lists of answers and a drag-and-drop interface. As a result, efficiency was improved on all stages from receiving calls to transporting patients to hospitals.
MS Windows Server
MS.NET 4.5, WPF, WCF
MS SQL Server 2008 R2
Client Platform/Application Server
MS Windows 7
MS Visual Studio 2012
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