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ASM CALL FLOW - Copy (1) 2

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17 views2 pages

ASM CALL FLOW - Copy (1) 2

Uploaded by

jhoanamariemozo
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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ASM NEW CALL FLOW - Accident Scene Management Case Information

o Thank you for calling Agero, my name is __________________.


o Is this regarding a new or existing case?
o May I have the case/claim number? (Repeat claim #, Search claim # for duplicate cases to the
caller, JOB ID/ PO Number is given by Service Provider, if a customer usually policy number or claim
number)

Ways to search for a case: case #, claim #, policy #, Customer’s Name, VIN, PO/ JOB ID

o When speaking with the client, please obtain their name and credentials. See the table below:

USAA and most clients May I have your name and extension ID/alias/last
name?
Travelers and Nationwide May I have your:
First name and initial of the last name
First name and extension
First name and direct line
First name and employee ID
State Farm May I have your name and alias?

When speaking with the customer: “Are you and your vehicle in a safe location?”

When speaking with the client: “Is the customer safe?”

o How may I help you? (Acknowledge, Empathize, Reassure)

Confirm two key pieces of information:

o May I have the name of the customer? (If talking to the client)
o May I have the year/make/model?

or

o Is this for (customer’s name) for a (year/make/model of the vehicle)?


Example: Is this for Ariana Grande for a 2022 Honda CRV?

Resolve the concern of the caller.

When dispatching:

Please confirm the location information:

**REMEMBER TO CHANGE the PICKUP LOCATION TYPE TO THE CUSTOMER CONTACT if


ASM and Verify Destination Location Type**

o I’d like to confirm the pick-up location/disablement location. The vehicle will be picked up
at (state COMPLETE address). Is that correct?
o May I have the address of where the vehicle will be towed to? (OR verify the drop
off/destination location)
o Document any special instruction.

Say the CLOSED LOOP:

WHEN SPEAKING WITH THE CUSTOMER:

Once I secure the service, I can send you the name & telephone number of the service
provider and their ETA as a text or automated call.

Is text alright with you? (CONFIRM CALLBACK NUMBER and ASK FOR ALTERNATE PHONE
NUMBER) Standard messaging rates may apply.
WHEN SPEAKING WITH THE CLIENT:

When we dispatch service, the customer will receive a message with the service provider’s
name, phone number, and the estimated time of arrival. Did the customer provide
permission to send a text? If so, standard message and data rates apply.

To confirm, the phone number of the customer is (confirm customer’s phone number). May I
have an alternate phone number for the customer?

ASK FOR MISSING INFORMATION ON THE CASE SUCH AS:

VEHICLE INFORMATION: May I have the VIN? (Put NA in unavailable)


May I have the license plate, state and color of the
vehicle?
*Note: Put NA for license plate number if
unavailable
DAMAGES Can you describe the damages to the vehicle?
Will the wheels roll?
Will the customer be with the vehicle with the keys
when service arrives?
If NO – They keys must be left with the vehicle.
Where would you like to leave them?

BEFORE ENDING THE CALL:

Is there anything else I can help you with? Thank you for calling Agero. Have a nice day!

OUTBOUND

Call Flow for Service Provider

Hi! This is _____ from Agero Swoop! I have an accident tow for a (Vehicle's Year, Make, and Model) from
(the Pick-Up Location) to (the Destination Location) Can you, do it?

What’s your best ETA?

If OON [Ask for Email, ETA, GOA, Full Breakdown (En Route, Loaded, Hook up)]

ONCE SP ACCEPTED: (Besides taking note of ETA and name of the person you are speaking
with)

We have authorized the tow to <Name of Body Shop>. Please instruct your driver not to offer alternate
locations or personal opinions about the said body shop.

Thank you! Have a great day!

WHEN DECLINING AN SP: If I need this set-up, I'll give you a callback. Thank you!

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