Solution sheet

Advanced dispatch for roadside assistanceYou don’t often need roadside assistance, but when you
do, it must be reliable. Motorists depend on roadsideassistance providers for towing, tire changes, battery
replacements and other important services. Auto clubs
and other providers know that easy access to services
and prompt response are critical to customer satisfaction
and safety. Key to those goals is a robust computer-aided
dispatch (CAD) system.
The global leader in CAD solutions, Hexagon has morethan two decades of experience supporting roadsideassistance companies.

Hexagon’s systems serve almost
40 million auto club members
and aid nearly 10 million requests
for service each year around theworld. These same solutions areused by emergency services toprotect 1 billion people globally.
HxGN OnCall Dispatch
Part of the HxGN OnCall portfolio, HxGN OnCall Dispatch
is a flexible suite of next-generation incident management
capabilities. Supporting on-premises, customer-hosted orsoftware as a service (SaaS) deployments, the intelligent
software suite provides superior incident management

The HxGN OnCall Dispatch call-taker form is shown in Create Eventmode. The map shows the caller and event location. Fields on theform include Member Number, Member Cover, Make and Registration.
A dial pad for telephony integration is shown on the right as an
optional component.

capabilities in roadside assistance call-taking anddispatch centers and anywhere field technicians needto go. Key capabilities that benefit roadside assistanceorganizations include:
Recommend Unit
The Recommend Unit module in OnCall Dispatch uses a
combination of provider, location and configured businesslogic to give a real-time recommendation of available units
that best meet specified criteria. For every event thatis created in the system, a real-time recommendation isperformed by the Recommend Unit server, allowing adispatcher to accept the suggested units with a single
click or modify the recommended units prior to dispatch.
Solution sheet: HxGN OnCall Dispatch

1

Dispatchers with Advanced Recommend (part of theResource Management Option pack) can customize unit
recommendations on the fly and select from a range ofoptions to enhance the unit recommended for aspecific event.
Automatic dispatch capabilitiesAutomated dispatch functions use mathematicaloptimization to automatically select units to dispatch
to events. When a unit is selected, the software sends amessage containing the estimated time of arrival (ETA) for
the unit to the call-taker or to the person who created theevent. This allows the call-taker to provide an ETA tothe motorist.
The mathematical optimization is used to assign events tounits based on a touring principle. A tour starts at the unit’s
current location and ends at its home location. A tour isused to minimize the total cost of the unit dispatch. Whena call-taker creates an event, the auto dispatch process
looks at the current location of the unit and other assigned
events and places the event in the group of assigned
events for that unit based on priority and location.

Benefits•

Automatic dispatch: Allocate work to field personnel
on an optimized basis•

Lower cost: Use fewer dispatchers when using
auto-dispatch capabilities•

Faster response: Service members and validate
entitlements quickly•

Richer situational awareness: Easily integrate CAD
with other systems•

Better coordination: Connect field responders withservice centers or control rooms through mobile apps•

Flexibility: Select your method of deployment –on-premises or in the cloud•Greater agility: Adapt to changing demands andtechnologies faster•

Increased customer satisfaction: Provide and meet
expected times of arrival| Find out more

AUTO DISPATCH

Hexagon is a global leader in digital reality solutions, combining sensor, software and autonomous technologies. We are putting data to work toboost efficiency, productivity, quality and safety across industrial, manufacturing, infrastructure, public sector, and mobility applications. Ourtechnologies are shaping production and people-related ecosystems to become increasingly connected and autonomous – ensuring a scalable,sustainable future.
Hexagon’s Safety, Infrastructure & Geospatial division improves the resilience and sustainability of the world’s critical services and infrastructure.
Our solutions turn complex data about people, places and assets into meaningful information and capabilities for better, faster decision-making inpublic safety, utilities, defense, transportation and government.
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