Roadside Assistance & Mobility Services
A major nationwide roadside assistance company depended on a network of third-party partners to handle millions of customer requests each year. Providing quick, dependable service was essential — yet issues such as dispatch system limitations, variable provider performance, and manual decision processes led to delays and fluctuating service quality during busy periods.
Challenges
The organization encountered major operational and coordination issues throughout its service network.
- Complex dispatching rules that involve skills, equipment readiness, geographic coverage, and customer urgency.
- Inconsistent provider performance leads to unpredictable response times and customer dissatisfaction.
- High reliance on manual dispatch decisions, particularly during peak demand and weather-related surges.
- Lacks unified visibility into third-party service partners' availability, load, or historical reliability.
- Limited automation regarding routing, partner assignment, and qualification checks.
- High operational costs due to inefficient matching and reassignments when the wrong provider was initially dispatched.
With millions of members depending on quick service, the demand for a smarter, automated Field Service model became urgent.
Solution
Bolt Today collaborated with the organization to develop and deploy an advanced Salesforce Field Service system tailored specifically for managing third-party workforce operations.
- Skills- and capability-based matching guarantees that the appropriate provider is chosen according to equipment type, service capability, and job specifications.
- Performance-informed routing uses metrics like past response times, customer feedback, and job completion accuracy.
- Automated assignment engine that significantly reduced manual dispatching work.
- Demand-aware load balancing enhances the distribution of jobs across high- and mid-performing providers.
- Real-time dashboards for monitoring provider reliability, SLA compliance, and regional service performance.
- Intelligent routing improvements that decreased reassignments and enhanced first-time resolution.
The solution integrated dispatching, routing, and service partner management into a unified, data-driven operating model.
Results
The roadside assistance provider made improvements in both customer experience and cost efficiency.
- Faster response times thanks to improved provider matching and automation.
- Reduction in dispatch errors and fewer mid-incident reassignments.
- Enhanced partner quality by providing transparency into provider performance and ensuring consistent accountability.
- Improved utilization of field coverage, particularly during peak times or regional surges.
- Enhanced customer satisfaction through more consistent and dependable service results.
The organization now functions with greater stability, utilizing data and automation to coordinate a complex network of third-party service partners.
Why Bolt Today
This organization chose Bolt Today because of our capacity to introduce structure and clarity into large Field Service environments that rely on third-party partners. Their dispatch issues extended beyond basic routing, encompassing diverse provider capabilities, inconsistent response times, regional limitations, and heavy dependence on manual decision-making. Bolt's strategy prioritized thoroughly understanding this complexity before creating appropriate architecture and process frameworks.
We emphasized:
- Discovery & Alignment: Mapping actual dispatch behavior, regional differences, and the criteria dispatchers use when choosing external services partners.
- Architecture & Data Foundation: Standardizing provider attributes, performance indicators, coverage areas, skills, and equipment details to enable the matching engine to operate reliably decisions.
- Experience & Process Design: Streamlining dispatcher workflows by minimizing manual decisions and automatically highlighting relevant data at each step.
- Implementation & Automation: Using Salesforce Field Service best practices to build automated assignment logic that handles exceptions intelligently rather than adding more manual effort layers.
- Insights & Continuous Improvement: Providing metrics on partner reliability, response patterns, and job outcomes so operations teams can refine provider networks and enhance regional performance over time.
This method helped the organization update their dispatch system smoothly without overloading teams or interrupting live service operations, supporting more reliable, data-driven roadside assistance nationwide scale.
