The RAC has announced that it is to use smartphone video call technology to enable its technical advisers to see problems faced by stranded motorists first-hand and even fix issues without customers having to wait for a patrol to arrive.
When RAC call handlers identify a breakdown that could potentially be fixed over the phone, the member is sent a web link via text message which, once clicked, enables RAC technical advisers to see the vehicle via the customer’s smartphone.
The member is then guided to point the camera to various locations around the vehicle so the adviser can assess the fault.
RAC head of technical James Gibson said: “We have been fixing vehicles over the phone for many years, but the popularity and functionality of smartphones has given us the opportunity to fix even more issues without the need for customers having to wait for a patrol to attend simply because we can see the vehicle and the problem for ourselves.
“The more vehicles we can fix remotely, the better it is for everyone – the customer affected and our other members as it helps to speed up the time it takes for us to reach anyone in a breakdown situation.”