Roadside assistance during the COVID-19 pandemic

COVID-19 is on everyone’s minds, with the impact being felt in the roadside assistance sector as well. As everyone adjusts to the radical changes to everyday life and work, here’s a summary of what Digicall Assist is doing, and how our network of roadside assistance providers is helping motorists and essential services at the roadside.

How Digicall Assist is responding

Digicall Assist has been preparing for the impact of COVID-19 since February. Our focus has been on the health and safety of all our employees, provider network and customers, as well as ensuring roadside assistance continuity.

  • Starting in mid-March the majority of our contact centre staff started working from home. The investments we’ve made in technology mean that we can continue supporting our customers and despatching jobs to our nation-wide network.
  • Across the board we are taking workplace precautions such as no face-to-face meetings, no travel and working from home.
  • We are in frequent contact with our clients and are closely monitoring what’s happening with demand, and are responding in real-time as things change.

What we’re seeing at the roadside

We have noticed a significant shift in the volume and timing of requests. Traffic patterns have changed and continue to change as new rules come into effect. Roadside assistance will always be critical to support essential services to keep moving.

Providing roadside assistance comes with unique challenges in the context of COVID-19. Given that the virus can spread via the air and via surfaces, including vehicle interiors, our network of providers is adhering to extra precautions when providing assistance at the roadside.

COVID-19 Guidelines When Servicing Customers’ Vehicles

  1. Avoiding contact where possible. This includes shaking hands, opening vehicle doors, handling vehicle keys, lending items such as pens. Ask customers to remain in the vehicle if safe to do so, otherwise keep a distance of 1.5 metres.
  2. Disinfecting and practising good hygiene. Using hand sanitiser before and after each job, using anti-germ wipes or gloves if they must make contact with the vehicle or customer, washing hands well.
  3. Communicating. Explaining the precautions they’re taking to customers for clarity and reassurance. A simple explanation goes a long way.