From Manual Operations to Automated Efficiency: How Rescue Achieved 98% Resolution within ETA and Reduced Costs by 37%

About the Company:

When you have a breakdown in the roads, you await a Rescue. Rescue is a dynamic and rapidly growing player in the Road Side Assistance market, delivering unparalleled end-to-end RSA services to both individuals and corporate entities with lightning speed. 

Started in 2011, Rescue offers 24X7 RSA service to its customers across multiple cities. Their unbeatable USP ? Under 30 mins rescue! No matter where you are in the city, you will be rescued in under 30 mins.

This promise is essential for Rescue to offer the best customer experience in the industry, which is why their rapid response time has become the hallmark of their brand.

The Problem: Overcoming Complexity to Achieve Under 30-Minute Rescues

Delivering a rescue within 30 minutes in an on-demand and unpredictable scenario is an exceptionally difficult task. Rescue grappled with multiple variables such as diverse locations, various ticket creation methods, dynamic matching of technicians and customers, different vehicle types, and a range of vehicle issues.
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The biggest problem they had is to address all these variables and still provide an under 30 min rescue to their customers.

The rescue team was working with Airtable and Spreadsheets to manage their entire Operations. This lead to unpredictability in the response times, lack of tracking which lead to bigger customer anxiety and lack of notice when things don’t go according to plan.

The Solution: Embracing Automation with ZORP

Recognizing the need for a comprehensive solution, the team started working with ZORP. Rescue moved from a loosely built system to a fully automated, end to end platform to manage all their Operations.

This includes everything from:

• Getting the ticket from the customer
• Scheduling it with the right user based on distance, load and other parameters
• Give real time time and ETA tracking to customers
• Finish the job, collecting payments
• Reporting and insights

Zorp helped us with streamlining multiple workflows. With service management, we also have workflows to monitor our material refilling, supervisor tasks and marketing.

The Transformation: Exponential Impacts on Customer Experience:

This change has had multiple exponential impacts on the experience provided by Rescue.

• Rescue is able to consistently provide ETAs and hit their 30 min guarantee
• Rescue needs lesser people in their dispatch center to coordinate
• Rescue now has seamless user management.

The Result:

Overall, Rescue saw 98% of their service tickets resolved within the ETA,37% Reduction in Cost per Ticket, and 27% Reduction in Task Completion Time.