MCI Announces New Service Sector Locator for ERSA, Plus Call Center Improvements
Motor Coach Industries (MCI) has announced improvements to MCI's Emergency Roadside Assistance (ERSA), making it the best source for customers to get service 24/7. A newly created service locator available on the MCI Companion App, or from the MCI website, identifies all service locations available in any pinpointed location. At the same time, MCI added resources to the MCI ERSA call center and enhanced the call routing system. When using the ERSA hotline of 800-241-2947, callers now have the option of talking to an MCI technical expert or an MCI responder for emergency roadside assistance.
The service locator can be accessed from the MCI website or directly through the MCI Companion App, available from the Apple App Store and Google Play.
The service locator tool requires the last five digits of the motor coach VIN number. Once the number is entered, the user can search by service for engine and transmission repair as well as for towing and relief coach assistance.
"We've identified the businesses that can best help our customers service their motor coaches across Canada and the United States," said Richard Cunningham, MCI manager of technical support. "We created the list from our own call center data base to provide our customers with the best options."
The complete list includes more than 1,800 service suppliers. The list names six MCI Service Centers, more than 200 Wheeltime service locations for engine and transmission-related issues as well as Cummins coach-friendly support network, Detroit Diesel and Caterpillar locations.
MCI was the first in the industry to offer ERSA in 2004, establishing and managing an in-house call center at the Louisville parts warehouse distribution center. Recently, MCI increased internal resources and staff to improve the quality of call routing and weekend coverage.
The improvements in technology and teamwork for how MCI responds to calls already are delivering results. "We are now better able to support our dedicated staff so they can escalate a situation if required and also follow through to see the customer issue all the way to achieving a satisfactory end," said Steve Batho, MCI Vice President of Technical Support. "As a result, our emergency service audits are now tracking more positive customer feedback," he said.
