How Does App bCall Help OEMs Overcome Challenges in the Market?

Traditional Breakdown Call (bCall) services face a variety of challenges, in terms of everything from connectivity to customer experience to market regulations. App bCall is a concept that addresses the bCall concerns of stakeholders throughout the entire value chain, as there are many aspects to take into consideration. Let us look at some of the key bCall challenges, and how App bCall can help OEMs overcome them.

What is bCall, and How Does it Work?

Breakdown Call (bCall) is an extension of the traditional Roadside Assistance (RSA). Adding a data channel to the voice call meant that information about a breakdown or other roadside emergency could be communicated and acted upon more efficiently than before. As OEMs began adding telematic control units (TCUs, with voice and data channels) to their vehicles, bCall became an increasingly common feature, leveraging vehicle sensors.

While there are slight differences between bCall models, the process remains the same:

1. The user presses the call button in the vehicle.

2. The vehicle sends a voice call to a call center agent, as well as a specific set of vehicle data to the cloud.

3. The request is authenticated in the cloud; the vehicle and OEM data (vehicle model, color, customer, location, etc.) are merged and sent to the call center client, providing the agent with context.

4. A call center agent accesses the matched voice and data, and serves the customer, who is asked fewer questions and receives superior service.

a woman in front of a screen. Call center service

Key bCall Challenges for OEMs

In their transition toward digitization, OEMs seek to connect as many of their vehicles as possible. As far as bCall is concerned, these are some of the key challenges they face in this process:

• RSA providers and connected car complimentary periods differ between markets, nations, and regions. Thus, aligning and coordinating contracts remain a challenge.

• Some new cars are not equipped with Telematic Control Units (TCUs), especially in emerging markets.

• Pre-owned vehicles may have RSA coverage, but will not likely benefit from smooth, free connectivity. Connecting with subsequent vehicle owners is a challenge as well.

• In price-sensitive markets, adding a bCall hard switch or developing an in-vehicle infotainment (IVI) soft switch to a car may not yield a good return on investment.

• Similarly, adding Minutes of Use (MOU) to the mobile network operator (MNO) package can prove costly in a price-sensitive and/or emerging market.

Key bCall Challenges for Service Users

For all of its benefits, traditional bCall still comes with concrete challenges for its users.

• If the vehicle has no power, bCall may not be used.

• Remaining in a broken down vehicle on a fast road in order to complete a bCall puts the occupants in danger.

• The in-vehicle experience around bCall and how it works is still limited, making some users hesitant to press the button.

• The personalization of the call center service is also limited, as the agent may not receive as much information as the user expects in an emergency situation.

Key bCall Challenges for Call Center Agents

It is worth mentioning that call centers have their own bCall challenges, too.

• They may not know who is actually calling them, as most connected car platforms register the primary subscriber – not necessarily the driver.

• The occupant may need to leave the vehicle, and thus end the call.

• If the user calls the agent from his or her phone, the agent still needs to ask for their name, location, license plate, and more.

In short, these are issues that could be resolved if additional channels could be leveraged, facilitating the communication between users and call center agents.

a man talking on a cell phone by a broken car on country road

The Objectives of App bCall

App bCall is a WirelessCar product aimed at solving the complex bCall issues outlined here. This is not a standalone app; it is adding a phone API to our traditional car API. An OEM can then integrate this API to their existing companion app, and even their connected vehicle’s in-vehicle infotainment system (IVI). OEMs can implement it as a standalone service (for a non-connected car, for example) or add it to their existing connected car experience.

It is a solution that, in line with WirelessCar’s Call Center Services as a whole, helps OEMs overcome the greatest bCall challenges they are currently facing. Moreover, it helps reduce customer distress in the event of a vehicle breakdown, while simultaneously contributing positively to critical call center KPIs.

How App bCall Works

What App bCall does is to call WirelessCar’s bCall phone API. This enables the data to be routed from the smartphone to the appropriate call center, where an agent will obtain it via their API or WirelessCar’s Call Center Client.

• A bCall can thus be made even if the vehicle has no power.

• The user can exit the vehicle and make the bCall from a safer location.

• Additional data can be leveraged, assisting both the user and the call center agent.

This illustration shows the process, including the optional data that may be provided.

Addressing and Overcoming OEM bCall Challenges

These are some good examples of common challenges where App bCall would benefit OEMs:

• “We have connected cars, but there is no in-vehicle calling available, so there is data available but no way to easily link that data to a customer’s call.”
• “We are introducing the connected car now, and we have a huge car park which does not have any embedded connectivity.”
• “We are unable to bring connectivity to more markets because local regulations and/or costs (ROI) make it impracticable.”
• “We want to provide a digital bCall experience on the app or IVI, and even eliminate the voice call where suitable.”

App bCall is a useful tool in mature as well as emerging markets, and for all stakeholders throughout the value chain. That also includes RSA providers seeking to digitize their experience, as well as mobility service providers who want to provide a smoother digital experience for their customers.

It is a product with a lot of untapped potential, not least in terms of improved OEM-customer interaction as well as increased customer safety. As we explore these areas further, we will report on them in upcoming articles as well.

If you found this article interesting, you may also want to read our related articles on call center clients and call center services. On our WirelessCar Insights Blog, you will also find articles on Cybersecurity Threat Intelligence, VSOC, Digital Key Solutions, Machine Learning, our 25th anniversary, and much more.