Woolworths has entered a multi-year agreement under which Digicall Assist will provide case management and roadside assistance services to all its comprehensive car insurance policyholders across Australia.

Motorists can access help with vehicle roadside repairs, lockouts, flat tyres and batteries, emergency fuel and towing. Key features of the 24/7 service include a Woolworths-branded version of the Digicall Assist roadside assist app, live-tracking and roadside intelligence geo-location.

Digicall CEO Michael Curtin says Woolworths was drawn to its commitment to technology and customer experience innovation, such as the ability to support real-time data transfer instead of receiving new policy information daily.

“This is a game-changer. We can support policy holders from the moment they sign up for roadside assistance,” Mr Curtin said. “Woolworths allows customers to purchase emergency roadside assist online and we can provide service from that minute onwards.”

That saved time and eliminated manual data entry and the associated human-error risks, he said.

Digicall Assist has created a new app called ‘InQ-IQ’ which begins support for a motorist from the time they enter a call queue, and integrates geolocation and auto photo uploads with its contact centre. The cloud-based contact centre system and integrated roadside intelligence technology offers a drop-down list of common vehicle issues, and has photo capture capability to identify the vehicle and show the issue.

Woolworths Insurance Head Gerrad Hennessy said Digicall Assist stood out for its agility.

“We needed to pivot more than once and each time Digicall Assist was able to adapt and deliver a solution that exceeded our expectations,” he said.