auto motive services

Slide 1:

Welcome!!!

Automotive Services:

Automotive Services Advocate AAA Member Contactor By John Moses

Automotive Breakdown :

Automotive Breakdown Advocate – AAA employee who speaks with members. Gathers necessary information for Emergency Roadside request. Dispatcher – Provides Road Service request information to contractor via radio or phone. Contractor – Independent towing companies under Contract with AAA to provide Roadside assistance to members. Roadside Service Tow to Safety Battery Boost Change of Flat Tire Emergency Gas Locked Car Service

Contractors Receive Calls:

Contractors Receive Calls Phone Radio Remote

Contractor Vehicles :

Contractor Vehicles Sling Trucks Tow Trucks

Contactor Vehicles:

Contactor Vehicles Flatbeds Wheel lifts

Contractor Equipment:

Contractor Equipment 100 FT of winch cable. Starting system with 25ft of cable. Jack and standard lug wrench. 2 Gallon gas can. Lockout tools. Miscellaneous chain and hand tools.

Slide 8:

Call Information Member Information : -Membership number -Member name -Type of membership (Plus or Basic) upgrade? -Call back phone number Breakdown Location : -Address -Street-cross street -Directions (i.e. Heading N,E,S,W, in front, in back, right side, left side. -Landmark (i.e. airport, mall, garage, front, back, D/W)

Call Information:

Call Information Type Of Call: -Jump -Tow -Lockout -Tire Service -Fuel Vehicle Information : -Year -make -Model -Color -Plate -Number of passengers

Highway Calls:

Highway Calls What Interstate? What shoulder are they on? Direction, Mile Marker, Exit Number, Toll Plaza, Number Of Passengers/Infants?

Lockouts:

Lockouts Type of Vehicle? Power Locks? Where are the Keys? Key Codes? Key Types/Transponder, Vats Code, Frozen Locks?

Unattended Tows:

Unattended Tows Please call contractor to get approval for unattended tow before placing request through D/2000. Breakdown Location? Keys? Call Back Number for Member? Name, Address, Phone Number of Repair Center? Contact person at repair Center? Basic member must upgrade or make arrangements for payment. If any problems occur, contractor will tow vehicle to their storage.

Accident:

Accident #1 is member safety. Please make sure member is O.K. and not in need of medical attention. Information needed: -Police report number? -What part of the vehicle is damaged? -Are there any flats? -Does the car roll? -Suspension intact?

Vehicle Size:

Vehicle Size Pick-up Truck Series: -Load on Truck (how heavy and secure) -Duallies (four tires on rear of truck)

Vehicle Serviceability:

Vehicle Serviceability Class 2:Any two-axle vehicle Class 3: Any three-axle vehicle Class 4: Any four-axle vehicle Class 5: Any five-axle vehicle Class 6: Any six-axle vehicle

Closing Calls:

Closing Calls Contractors will contact AAA once member has received service to close out service request. Stations on remote will close calls directly. All calls must be closed with on-location times.

Slide 17:

Disabled Vehicle Toll Free Network Manned by Certified Member Advocates Advocate Contractor Network RSI/Fleet Operation PSP Provider Independent Contractor AAA Arrives on the scene System Member Receives Emergency Road Service Dispatcher/Remote Dispatch System Road Service Call Flow

Service Interruption :

Service Interruption Entitled to 5 road service calls per year If over 5 calls used, service is temporarily suspended until membership is up for renewal 4 th Service Call Pop-up box on D2000 screen Member receives letter 5 th Service Call Pop-up box on D2000 screen Member receives letter. 6 th Service Call Pop-up box on D2000 screen D2000 screens flashing “Cash Call” Can only provide service in extreme emergency Must pay contractors commercial rates If member cannot pay: Can bill member Document D2000 Member must pay bill within 30 days If not paid, member is canceled.

Auto Approved Repair Program :

Auto Approved Repair Program GOAL - Provide members with a nationwide network of reliable, quality repair providers. How do I find an AAR facility? Once a service code for a tow is entered in D2000, a screen will appear with the AAR facility in the area of the member’s breakdown location, if one is available. Why choose an AAR facility? Provides a reliable facility if member needs a referral. AAR facilities must meet AAA standards. …..Certified technicians …..Liability insurance …..Must comply with all State and Federal certification requirements. Offers members a written estimate and 12 months or 12,000 mile guarantee on repairs, parts, and labor. Eventually we will have an AAR facility in every major city with a population of 30,000 people or more AAR facilities take preference over CMC facilities. We do not guarantee the work or the rates of AAR facilities. If not satisfied with work, AAA will investigate and if necessary, mediate.

Questions And Answers:

Questions And Answers