For almost a year, LOU-TEC has been transforming its road service. Thanks to text message automation, customers benefit from real-time follow-ups. This logistics service uses mobile applications to connect the customer with the roadside mechanic responsible for the intervention. This modern approach optimizes the customer experience and boosts the efficiency of interventions in the field.
Reactive and proactive customer service
LOU-TEC’s roadside service is available 24/7. Customers can communicate directly with a technical advisor in the event of a problem. As soon as a call is received, the specialist carries out a rapid diagnosis and proposes immediate solutions. This guarantees effective assistance before a technician arrives.
Finally, if a trip is necessary, our planners organize the intervention. An automated text message notification system informs the customer of the technician’s arrival and the work planned.
Automated text messaging: customer support throughout the process
LOU-TEC sends notifications at every stage:
- Departure notification : When a technician is en route, a text message containing his or her name, destination address and estimated time of arrival is sent. A link to follow the trip live is included.
- On his way : A message informs the customer when the technician is close to the jobsite.
- Conclusion following technician’s visit : At the end, a text message confirms whether repairs have been carried out successfully, or whether further action is required. For example, if additional parts are required to complete the repair, the customer receives a message inviting him to contact LOU-TEC for further details. A second service call is then generated for rapid follow-up. Depending on the situation, replacement equipment may be offered. This alternative means that operations can continue on-site without being hampered by the waiting time for replacement parts.
More service enhancements to come
LOU-TEC continues to innovate. Other elements are being developed to enrich this logistics service. A complete document will be generated automatically at the end of the process. This report will include essential information: the problem, the diagnosis, and the work carried out, with photos. It will be e-mailed to the customer and to a number of predetermined contacts.
Finally, while the human touch remains at the heart of LOU-TEC’s operations, the text message automation system enhances the customer experience. By integrating modern tools, the company meets its customers’ expectations, offering an efficient and transparent service that reinforces its position as market leader.