Halo ARC

Halo is a leading supplier of Accident Repair services to the insurer, motor manufacturer and claims management sectors across the United Kingdom.

The company upholds an unrelenting focus on reducing the costs of claims, delivering a superior customer experience, and helping clients to conform to the rules, regulations and legislation that affect them.

Halo ARC’s field staff - known as “Champions” - collect the customer’s vehicle from their home, and transport it to the appropriate Accident Repair Centre. Once the repair is complete, a Champion delivers the car safely back to its owner.

Historically, Halo Champions reassured customers with a call or an SMS prior to a vehicle collection or delivery. With limited transparency, many customers would phone the contact centre to ask for an ETA.

Halo saw an opportunity to improve the collection and delivery process by digitising the customer experience.

• Customers expected to track the progress of their vehicles in real-time.
  
  
•  Staff needed visibility of mobile workers to assign jobs efficiently.
  
  
• The business needed increased automation to reduce inbound and outbound calls.

Localz was selected for its ability to solve these challenges, based on a proven track record in the automotive repair sector. Halo ARC was able to quickly benefit from Localz’ real-time tracking and communication solutions.

Real-time updates have reduced inbound calls.

Halo ARC uses Localz to send a reminder on the day of the appointment. Another SMS follows this when the Champion is en route to collect the vehicle. Customers receive a further message when their fully-restored vehicle is on its way back to them.

Each SMS includes a link to a web-based customer portal to track the Champion’s arrival on a live map.

Tracking is powered by Localz’ mobile operative app, which also allows drivers to complete jobs by taking Proof of Delivery photos.

By increasing operational transparency for customers, Halo ARC has reduced inbound queries to head office.

5-star reviews indicate that customers appreciate real-time updates and tracking. One Trustpilot reviewer explains:

I’ve been so impressed with Halo. All my dealings with them have been excellent from the tracking app, so I knew the exact time my car was being collected and delivered back, the quality of work, the speed of the repairs and the lovely clean car that came back to me today. First class in all aspects.

As soon as the vehicle has been returned, the customer receives an SMS with a link to provide a review. By automating this process, the company has seen an increased feedback response rate.

Two-way communication reduces inbound calls and speeds up access.

Within the web-based portal, customers can send a message to their assigned Champion.

Two-way chat gives customers the opportunity to share important information such as where to park and entry instructions. This has led to a reduction in calls to head office, as customers can share information directly with mobile operatives.