Why Join Digicall Assist?

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As a Digicall Assist Provider, you’re part of a network that delivers roadside assistance across Australia and New Zealand on behalf of automotive manufacturers, leading fleet management and major insurance groups.

AAMI, Youi, Suncorp, Kia, Citroen and Maserati are just some of our many clients, whose customers you’ll help.

Digicall Assist is growing rapidly. Over the past two years we’ve doubled the number of cars under our management, and we’re still winning significant new clients, which means job volumes are consistently increasing.

A world of benefits

As a Digicall Assist Provider, you’ll benefit from:

A dedicated team

who helps you get more work, streamline admin, and ensure you meet the right standards and compliance.

Technology to make it easy to work

You can accept and manage jobs via our dispatch and job management app – anytime, anywhere.

Fast payment of invoices

Operate with minimal admin by using our service templates. We generate and pay invoices at the agreed price, with no action required from you.

A Compliance & Safety

focus and support to provide an exceptional client experience and stay up to date with requirements.

Discounted batteries

through a national battery program

Monthly reports

to keep track of your work with us.

More opportunities

We don’t ask you to be partner exclusively with Digicall Assist – you can also work with other organisations.

National recognition

via our Provider Excellence Awards, where we celebratethe best roadside assistance individuals and organisations.

Ultra Premium Providers

enjoy additional benefits, such as first option for jobs in a designated area, giving you the opportunity to increase your job volume.

Digicall Assist Provider Network Brochure

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What It’s Like To Work With Digicall Assist

Roadside Technician, James from Southern Cross Roadside Assistance, shares what it’s like to work with Digicall Assist

Join our network

We’re always on the lookout for talented roadside assist businesses, including mechanics and towing operators, to join our national network of Providers.

To request to join, simply complete this form and email it to [email protected]

New Provider

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Frequently Asked Questions

What is Digiflow?

Digiflow is Digicall Assist’s new roadside assist job dispatch system. Digiflow is used to dispatch and manage jobs, and manage invoicing and compliance.

Digiflow is being progressively rolled out across our Provider network.
When it’s your turn, you’ll need to use Digiflow in order to continue receiving job dispatches from Digicall Assist.

Digiflow does represent a change for your business in the short-term, but in the long term it will deliver more streamlined, powerful advantages.

How do I get access to Digiflow?

Download the Digiflow app. It is called ‘DIGIFLOW Partner’ and you can find it in the App Store (for Apple devices) and in Google Play (for Android devices).
- You can download it at this link: https://l.ead.me/bcQQIB
If you’re a Digicall Assist Provider, you should have already received an email with an invitation to access Digiflow. Just click on the ‘Register as a Service Provider’ link in that email to get access.

Where do I find user guides?

There is a Help Portal within Digiflow that you can access after registration. https://help.digiflo.com.au/
There are four Digiflow user guides available. The user guides provide step-by-step instructions for everything you need to do in Digiflow. Make sure you share these with your teams and keep them handy for ongoing reference.

You can also download them here:
Module 1 – Registration Download
Module 2 – Provider-Profile Download
Module 3 – Job-Processing Download
Module 4 – Mobile-Application Download

Are there training videos I can watch?

Yes! There are several very short videos that step you through how to get set up on Digiflow. Watch these to learn how to get started with Digiflow.

Overview of Digiflow Training Videos

Step 1 – Setting Up Your Profile, Mapped Area and Banking Details

Step 2 – Adding Your Primary Point of Contact

Step 3 – Adding Your Team Members

Step 4 – Adding Your Compliance Documentation

Step 5 – Rates

Step 6 – Use the Online Help and Guides

Tour of Other Screens

I still need help with Digiflow – what do I do?

How do I become a Provider with Digicall Assist?

What is CSAT?

Why is CSAT so important?

Providing high customer satisfaction is a fundamental part of Digicall Assist’s promise to our clients. The CSAT scores are constantly scrutinised and part of our contractual obligations.

Maintaining high CSAT scores is critical for our ongoing success and growth – and that means more work for our Provider community.

CSAT scores provide you with valuable feedback, and allows you to see where your business can improve.

What’s the advantage of becoming an Ultra Premium Provider?

How long do I have to respond to a complaint or request for information?

If Digicall Assist contacts you regarding a complaint or an issue, you need to provide an explanation or the relevant information within 24 hours.

If you don’t respond within 24 hours, we will assume that you have no further information, and will then need to accept the claim on behalf of the customer.

We will only ask once. If you need more time, reply within 24 hours to let us know that you are working on it and provide a timeframe for your response.

How do I contact Digicall Assist?

What is covered under a call out?

Why does Digicall Assist have standard rates?

How do I submit an invoice?

How do I change my invoice?

If you do need to adjust an invoice, eg to add excess towing km or add extra information, you need to do so within 7 days of the job.

Invoices cannot be altered after they have been approved and submitted
(7 days after the job). This means further payment cannot be made after that point.

To adjust the invoice within 7 days, go into the ‘Invoice’ screen in the dispatch system, click on the invoice, click on the ‘Edit’ button and complete as needed.

What happens if a job is cancelled?

heading_digicall_assist_systems_processes

What dispatch system is used?

How do I access the dispatch system or reset my password?

How do I use the app?

Why do I need to use the app?

It’s a requirement to use the app, as it is the system that Digicall Assist uses to dispatch and manage jobs, as well as manage your invoice and compliance requirements. It’s essential you and all your drivers follow all the procedures for accepting and managing jobs, do the tasks, and document everything in the app.

The dispatch app is designed to make your life easier. The in-built processes streamline admin, speed up payment of invoices, and help reduce ‘back and forth’ for any issues.

For example, when you add information about a job into the app, we can then see what you did, what you said, and what the customer said. This enables us to manage complaints or answer questions in the event of a dispute. If case notes are not recorded in the app, we can’t prove what did or didn’t happen.

What is ‘In Transit’?

‘In Transit’ activates live-tracking, so that the customer can see how far away you are.

It’s essential that you click ‘In Transit’ in the app after accepting a job, once you are setting off. This automatically sends a tracking link to the customer via SMS.

The ‘In Transit’ live-tracking gives the customer peace of mind, and prevents a lot of calls into the contact centre to find out how far away you are. This means we don’t need to call you to ask where you are. This saves everyone time and hassle and reduces ETA complaints down to nearly zero.

By activating ‘In Transit’, it also provides us with the vital information we need for our clients and helps us continue to improve our partnership with you.

Who is the preferred battery supplier?

What should I do if a customer refuses to replace a failed battery?

What should I do after a battery jump start?

What should I do once I’ve replaced the battery?

What is Digicall Assist’s approach to safety and compliance?

Digicall Assist places a very strong emphasis on safety and compliance. We care about your wellbeing and safety, and that of our customers. We want to ensure everyone gets home safely.

Having the right safety and compliance is a pre-requisite to becoming a Digicall Assist Provider. It’s up to you to ensure you’re compliant, and we conduct an annual audit that you have the right documentation in place.

What’s the safety and compliance checklist?

All the FAQs are in one handy document for your reference.

Digicall Assist Provider FAQs

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