Digicall Assist’s Provider Excellence Awards recognise our most outstanding roadside assistance providers across Australia.

Every day our network of mechanics and tow truck operators assist customers at the roadside, often under challenging conditions. The Provider Excellence Awards highlight some of their incredible work and how our roadside assistance providers deliver an amazing positive customer experience to broken-down motorists.

The Excellence Awards will reward both Provider organisations, as well as individual operators. Awards will be based on the state each provider operates in, with the smaller states and territories grouped together.

Who is eligible to participate in the Awards?

Digicall Assist’s 1300+ network of Providers is automatically included.

As part of Digicall Assist’s Provider community, you don’t need to do anything to be eligible for the Awards, other than ensure your business is up to date with the standard set of mandatory Provider compliance requirements.

Award categories

Organisational Awards

  1. Highest Customer Satisfaction
  2. Most Improved Customer Satisfaction and Arrival Times
  3. Best Digital Case Management
  4. Quickest Tracked Job
  5. Best Mystery Shop Results

Individual Awards

  1. Highest Customer Satisfaction
  2. Above and beyond

States

Awards will be state-based, with the smaller states and territories grouped together, as follows:

  • ACT, NT, Tasmania and South Australia
  • New South Wales
  • Queensland
  • Victoria
  • Western Australia

That means there are five state groups, for a total of 35 awards

Key dates

  • The inaugural Awards program is based on 2020 performance, from 1 January – 31 December 2020.
  • Judging and number-crunching will take place in January 2021.
  • Finalists will be notified in February 2021.
  • Winners will be announced at a gala event in March 2021.
  • Stay tuned for more details.

Judging criteria

Awards will be state-based, with one group of the smaller states and territories together, for a total of five state groups. That means there will be 15 finalists with five winners for each Award.


Organisational Awards

1. Highest Customer Satisfaction

This award is judged on each Provider organisation’s overall CSAT score for 2020.

The CSAT score is determined solely by customer feedback and the rating they give based on their experience.

For larger Provider organisations with multiple technicians, each technician’s score collectively contributes to the overall organisational CSAT rating.

Hot tip: Deliver exceptional customer service, and ask each customer to provide feedback!

2. Most Improved CSAT and Arrival Times

This award goes to the Provider organisation that demonstrates the biggest improvement in CSAT scores and speed of arrival to the scene. This is based on the overall CSAT score and arrival times for 2020, compared to the overall score and arrival times for 2019.

Hot tip: Deliver exceptional customer service, and ask each customer to provide feedback! Accept jobs promptly and get to the scene as quickly as safe to do so.

3. Best Digital Case Management

This award is judged on each Provider organisation’s overall digital case management for 2020. We’re looking for accuracy, consistency and completeness in the way each job is handled with your digital app.

Hot tip: Follow the digital processes and tools every time! This includes: accept the job, provide an ETA, activate ‘In Transit’, and complete the task with photo uploads and sign off.

4. Quickest Tracked Job

This award is judged on the fastest completed job, from Acceptance to Onsite to Clear Scene.

Hot tip: Accept jobs promptly, get to the scene as quickly as safe to do so, use the App correctly each step of the way.

5. Best Mystery Shop Results

This award is judged on the highest Provider organisation’s score across 2020’s mystery shopping campaign.

Hot tip: Treat every customer as you would like to be treated.

Individual Awards

1. Highest Customer Satisfaction

This award is judged on the overall 2020 CSAT score for each individual operator across the Provider community.

The CSAT score is determined solely by customer feedback and the rating they give based on their experience.

Hot tip: Deliver exceptional customer service, and ask each customer to provide feedback!

2. Above and Beyond

This award goes to the individual Provider who goes above and beyond in challenging circumstances to provide the very best customer experience possible.

Hot tip: Difficult circumstances allow us to rise to the occasion and demonstrate our values of integrity, respect, excellence and ownership.


FAQs for providers

Why has Digicall Assist created the Awards program?

Digicall Assist’s 1300+ network of roadside assistance providers is a critical part of getting broken-down motorists back on the road. Car breakdowns are unpredictable — they can happen at any time, in any place and in any conditions. A great roadside assistance provider is skilled, adaptable, and willing to go above and beyond, no matter the circumstance. The annual Awards program allows us to recognise and celebrate the best performers and those who best support Digicall Assist mission to deliver exceptional customer experience. We believe their great work should be celebrated.

What are the benefits of being recognised as an outstanding Provider through these awards?

Being recognised as one of the top Providers by Digicall Assist means you are acknowledged as the best of the best in the roadside assistance industry. Along with the honour and credibility this entails, winners get a certificate and trophy to proudly display, as well as being promoted across media, social media and Digicall Assist’s website. Finalists also get a certificate and their exceptional work highlighted on Digicall Assist’s website and social channels. Winners and finalists get a Winner or Finalist logo they can use in their own communications.

FAQs for clients and media

What does a roadside assistance provider typically do?

Roadside assistance providers – such as mechanics and towing services – are on the frontline of roadside assistance, dealing with broken-down motorists face to face. They are often the final step in getting the car safely back on the road again. They have solid motor vehicle expertise, along with excellent customer service, adaptability and safety compliance. Diagnosing, repairing and mobilising vehicles can be tricky — and sometimes risky. Our roadside assistance providers get up close and personal with heavy machinery, often in busy traffic conditions. They must be able to stay calm, confident and compliant under pressure.

Where do roadside assistance providers operate?

Roadside assistance providers operate all across Australia – city CBDs, suburbia and towns, and throughout regional and remote areas. Most breakdowns happen within 10km of a service provider, but sometimes breakdowns happen in remote parts of Australia, without phone coverage or nearby help.

In these challenging situations, our roadside assistance teams do whatever it takes to assist a stranded customer.

How do roadside assistance providers use technology to improve the customer experience?

The technology starts at the contact centre when a broken-down motorist calls in. Our sophisticated systems mean that one third of vehicles are mobilised over the phone – so the motorist is back on the road a few minutes after making the call. For cars that need hands-on assistance, our despatch system sends the job to the closest available technician, who accepts it within minutes and provides an estimated time of arrival. The motorist waiting at the roadside then receives a tracking link via SMS so they can see who is coming to help, and get real-time updates on the location and ETA of the technician, providing peace of mind in an often-stressful situation. Once the technician has completed helping the motorist at the roadside, all necessary photos and signatures are captured and uploaded on the spot, providing ultra-efficient and cost-effective service. From the motorists’ perspective, this all adds up to a far better customer experience.