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Emergency Road Service

“The AXIS ERS system is functionally rich and is always evolving with our needs, but just as important, it is very reliable and stable.”

Steve Popovich
Director, Automotive Services, AAA East Central

ERS Highlights

  • Analyze performance and road service costs with PowerPlay®
  • ERS Online and Roadside Assistance (RAP) integration, ensures seamless and timely call processing
  • Member profiles ensure clients receive allowed services and your club can collect dues and ERS charges
  • Add optional components to further automate operations and improve member service
  • Process reciprocals immediately with other AXIS clubs to prevent extra calls
  • Dispatch calls electronically to save time and ensure complete call information
  • Automatic posting to Accounts Payable and General Ledger
  • Apply and track extra charges or surcharges for calls
  • Reporting system for tracking and analyzing costs, call volumes, member use patterns and performance

The core of the Emergency Road Service Toolkit, AXIS Emergency Road Service (ERS), provides a comprehensive, real-time dispatching system.

Emergency Road Service handles ERS Online and Roadside Assistance (RAP) partner calls, including them in the regular processing of calls from your call centre, to ensure seamless and timely processing.

Designed to allow flexible call handling, Emergency Road Service supports call receiving, spotting and dispatching and tracks call states and times (for example: en route, on scene and under tow times). Drivers can indicate their acceptance of calls, and once a call is complete, Emergency Road Service processes the cleared calls.

Your club can use the dispatch methods that work best for your setup, including automatic dispatching by mobile data terminal or computer, fax, email, terminal or printer, and voice dispatching.

Emergency Road Service accommodates non-member calls, out-of-territory members, and calls for Special Clients (such as affiliated clubs). You can handle calls from partners who use AAA/CAA to provide road service assistance (RAP) to their customers; once a partner call is cleared, Emergency Road Service automatically transfers complete call information back to the partner's call center.

AXIS Emergency Road Service also provides:

  • hands-free, rules-based call spotting and dispatching using SmartSpot
  • flexible Windows-based call and driver monitoring with Dispatcher Workbench
  • integration with garages equipped with an AXIS workstation—they can use ERS commands and clear codes to process calls through AXIS
  • automatic AAA Reciprocal and Inter-AXIS tracking and processing for recoverable and reciprocal calls, enabling Inter-AXIS clubs to bypass the AAA National Clearing Bureau when exchanging call billing information directly with other AXIS clubs, saving call processing charges
  • flexible rate codes, set by garage, to determine the cost of a call based on its clear codes, problem codes, and the time the call was received. For clear codes with associated extra costs, the rate code also defines sliding or blocking extra cost calculations
  • handling for regular, priority, cash and appointment calls, and calls with special handling needs (including calls with a surcharge)

Emergency Road Service features a complete reporting system for tracking and analyzing costs, call volumes, member use patterns and performance.

Using Emergency Road Service's reporting functionality, you can view details about payments, reimbursements, reciprocal and recoverable calls, surcharges, excessive users, and more.