Delivering eCall & bCall Services for a leading Australian Automotive OEM
Rapid Deployment of a Connected Vehicle Safety Platform
A leading global automotive manufacturer selected Digicall Assist to design, implement and operate a fully managed white-label eCall and bCall service for its Australian connected vehicle program.
The objective was to provide drivers with immediate access to emergency and customer assistance following a collision while supporting ANCAP safety requirements and delivering a seamless brand experience. As the service provider operating behind the manufacturer's brand, Digicall Assist became the critical link between connected vehicles, customers and emergency services.
Read about Digicall Assist's eCall & bCall service offering.
The Challenge
Deploying a production-ready connected vehicle safety service required far more than integrating telematics with a contact centre.
The program involved coordinating Australian and international engineering teams, integrating multiple vehicle platforms, supporting diverse telematics standards and communication protocols, and ensuring reliable voice and data connectivity from the vehicle through to specialist assistance operators.
Operationally, the solution also required the design of end-to-end incident management processes aligned with Australia's emergency services environment, together with comprehensive training for customer support teams in connected vehicle technologies, emergency triage and OEM-specific service procedures.
The result needed to be scalable, compliant and capable of supporting future connected mobility initiatives across the manufacturer's vehicle portfolio.
The Solution
Digicall Assist delivered a fully managed, white-label connected vehicle assistance solution, combining telematics data and voice communication to triage the call and, when required, connect with emergency response services using an agreed protocol. Powered by the Digiflo mobility platform, the service provides real-time crash alerts, vehicle telemetry, GPS location, and voice communications to support rapid incident assessment and response.
Working with local and global stakeholders, Digicall Assist integrated vehicle systems, communications infrastructure, and operational processes into a resilient, scalable platform supporting multiple vehicle models. Digicall Assist also established the operational, reporting, and governance framework required to deliver a premium OEM-branded customer experience.
Results
The program delivered measurable operational and customer outcomes, including:
- Successful deployment of a production-grade eCall and bCall service within an accelerated implementation timeframe.
- Seamless integration between vehicle telematics, voice communications and emergency response workflows.
- Reliable escalation pathways to Australian emergency services (Triple Zero 000) where appropriate.
- A scalable operating model supporting future connected vehicle programs.
- Comprehensive operational reporting, analytics and continuous service improvement.
Reducing False bCall Activations by 90%
One of the most significant achievements was the optimisation of bCall response management.
Unlike automatic eCall events, bCall services often generate a high volume of accidental button presses and non-emergency customer contacts. Without effective triage, these events can create unnecessary operational costs, customer frustration and increased demand on support resources.
By combining intelligent workflow automation, real-time vehicle data and highly trained specialist operators, Digicall Assist reduced false bCall activations by approximately 90%.
This dramatically improved operational efficiency, ensured assistance resources remained focused on genuine incidents and enhanced the overall customer experience while protecting emergency response capacity.
Why It Matters
For automotive manufacturers, importers and connected mobility providers, a successful eCall and bCall program requires more than technology integration.
It demands a trusted operational partner with expertise across connected vehicle platforms, emergency response, customer experience, systems integration and 24/7 service delivery.
As a specialist white-label provider, Digicall Assist enables automotive brands to deliver world-class connected safety services without building and managing complex operational infrastructure internally.
The result is a scalable, future-ready solution that strengthens customer loyalty, enhances vehicle safety and supports the next generation of connected mobility services.
Read about Digicall Assist's eCall & bCall service offering.
