Prior to launching a new model throughout Asia, the regional office of a car manufacturer contacted us with a specific request: find reasonable solutions to meet the challenges created by this extensive launch. The number of vehicles sold was expected to grow rapidly, while the number of dealers and garages selling and repairing the new model would also increase but almost certainly at a lower pace. Some customers, attracted by the new model, would want to buy it but, in the case of a breakdown or even minor accident, would not have a convenient solution for performing the necessary repairs while avoiding risk on the warranty coverage. Not being able to provide answers to these questions could very well jeopardize a significant number of sales. A roadside assistance product seemed to be one of the possible solutions, but how would the programme's consistency and service standard be guaranteed and the brand image reinforced?

Building on its experience with managing and implementing pan-European contracts, Mondial Assistance Group proposed importing this concept and adapting it to the Asian context. This included:

-          Implementing the same mobility programme for all vehicles sold in the region (identical benefits and access conditions regardless of the Asian country in which the vehicle was initially purchased). 

-          One telephone contact number per country enabling the customer to easily contact the call centre of the Asian country where the vehicle was first purchased.

-          Dedicated telephone Answer.

-          Same rules and procedures to apply in all the countries included in the programme.

-          Cross-Border cases (a customer having purchased a vehicle in a country and having a breakdown or an accident in another) will be treated, as per Mondial Assistance Group's internal regulations, seamlessly and without any financial surcharges.

-          The premium per vehicle will be consolidated between the different countries included in the programme, enabling a unique price proposition for the whole region.

-          Mondial Assistance Group will generate a consolidated monthly report, which will enable a precise follow-up of the programme's activity.

-          There will be a single commercial point of contact.

In order to render the service even in the countries where Mondial Assistance Group has yet to have a fully owned subsidiary, the network teams will select, recruit, train, monitor and control all partners asked to render the service in accordance with Mondial Assistance Group's standards of quality service.