Reporting vehicle related issues including breakdown

Process Name

Issue: Reporting vehicle related issues including breakdown

Owner

CS Team

Frequency

Escalate to: 

1. PE if the customer will not be able to drive the vehicle and hence must be prorated

2. Fleet team to schedule the repairs for the customer. 

3. Fleet team if the vehicle requires towing 

    Vehicle Breakdown AGL840HP

SLA

First response time: Under 15 minutes

Resolution time: Under 24 hours

Category: Vehicle Related 

Possible reasons:

1. There are issues with the vehicles 

2. The repairs/maintenance done was not done properly. 

How to tackle this? (Identify cause of the issue): 

1. Confirm with the customer about the issues - if its small issue, check if this can be resolved on the next servicing 

2. Get the details and inform the Fleet team about the complaint and find out what needs to be done. 

3. Help coordinate with the Towing agency for the vehicle to be picked up.