Intelligent dispatch for home and roadside assistance

One of Colombia's leading assistance service companies needed to fundamentally rethink its operations: coordinating home and roadside assistance with hundreds of technicians nationwide, working through more than 50 contractor companies.

The problem

• Coordinating more than 800 technicians across 50+ independent contractor companies
• An offer-based model: contractors bid for jobs rather than receiving direct assignments
• Multiple service lines (home, roadside, emergency) with different business rules
• The need for intelligent automated assignment to maximize response speed
• Full traceability of every job from request through closure

The business model is unusually complex: unlike an operation with in-house technicians, here contractors compete for each job, which calls for a real-time offer engine.

We implemented Salesforce Service Cloud and Field Service with an assignment model built specifically for the assistance business:

Solution architecture

• Service Cloud as a unified contact center for incoming assistance requests
• Field Service using the technician offer model: contractors receive and accept jobs in real time
• An automated assignment engine with rules for proximity, specialty, availability and SLA
• A contractor portal for managing technicians, availability and invoicing
• A mobile app for technicians with service flows, photo evidence and digital signature
• Real-time operations dashboards for SLA and satisfaction monitoring

The automated assignment engine was the heart of the solution — an algorithm weighing proximity, specialty and availability to offer jobs to the most suitable contractors within seconds.

The transformation has redefined operational efficiency in the assistance service:

• Over 90% of requested jobs assigned automatically
• More than 50 contractor companies integrated into the platform
• 800+ technicians working through the mobile app
• A sharp reduction in response times for emergency assistance
• Full traceability with photo evidence and customer satisfaction tracking

The automated offer model turned what used to be a manual process of phone calls into a digital operation where contractors compete for each job in real time.