Mondial Assistance

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How can we help?

Automotive manufacturers

You’re an Original Equipment Manufacturer? Welcome to Mondial Assistance

Are you looking for a supplier you can completely trust?  One that has years of experience serving the Automotive industry and truly understands you? One with a top-of-the-line pedigree and impeccable track record but that will never rest on its laurels? Are you looking for a supplier that embraces challenge, and adds value to your business through creative thinking outside the box and constant innovation?  Then you’ve come to the right place.

You're unique. So are our solutions

At Mondial Assistance, we understand OEMs. We understand who you are, how you work and what you’re looking for. Why? Because we’ve been working with, and alongside, businesses like yours for nearly 40 years. We understand that as your industry, markets and customers change, the solutions you provide them with must also change.

Today, a one-size-fits-all answer is unacceptable. One of our main points of difference? We understand you are unique. And your uniqueness requires that we be flexible. This drives us to continually design customised service packages tailored to your specific needs, whether they are for Roadside Assistance, Extended Warranties, Telematics, CRM, Shortfall Insurance or Service and Maintenance solutions.

Trust us. We do help

We also know what it means to deliver on commitments and to manage difficult, challenging situations. In fact, as a brand and a business, our promise to you is Trust us; We do Help. This is at the heart of everything we do. In fact we’ve been helping OEMs like you and your customers, all over the world, in all kinds of situations, ever since we were first created.

Our priority? The relationship you have with your Customer

We’ve made it our mission to help you build and sustain your business and reinforce your customer loyalty. This all begins with the sale of a new vehicle or used vehicle. At that precise moment, the potential is born for a long, mutually advantageous relationship between you and your Customer. We take this relationship very seriously and like to think of ourselves as the glue that binds you both together.

To find out more about this « glue that binds », read the case studies below about the different ways we can add value to help you, your business and your customers.

Case studies

Breakthroughs in Roadside Assistance

Did you know that we created the first truly Pan European Roadside Assistance Programme? It was for Mitsubishi Motors Europe Limited (MME). In doing so, we greatly streamlined their supplier management time and improved their service to Customers.

Mitsubishi was managing a variety of roadside assistance suppliers across Europe. Each had their own culture, performance levels and points of contact. This created some issues, as there was little consistency in how the programme was being delivered to Mitsubishi customers. On top of this, Mitsubishi’s management was spending a disproportionate amount of time coordinating their supplier relationships.

Firstly we listened carefully to Mitsubishi to fully understand the challenges they were facing. Then we examined all possible options. Working closely with them as a team, we designed a solution that involved one central account management resource. This reduced Mitsubishi’s costs in managing roadside assistance, allowed for consistent, time-efficient reporting, and ensured the seamless handling of their customers’ cross-border assistance files.  But we didn’t stop there. We also set up a European-level pricing system, which helped to reduce internal administration costs and enabled Mitsubishi to regain financial control of their programme.

At the vanguard of Telematics

Back in 2002, Telematics was on the brink of becoming a very exciting technology. We recognised its potential and began to invest in its many possibilities. Volvo had come to the same realisation at the same time. They were the first major auto manufacturer to identify the enhanced customer benefits of E-call and B-call technology.

Their preoccupation? How to manage their customers should any of them suffer a breakdown or road accident? Volvo needed a Partner. And we were there. We developed the technology to integrate their systems with the Volvo Telematics platform. In these telematics-equipped vehicles, a Volvo Customer simply pushes the B-call button inside the vehicle and we put the wheels in motion to provide them with immediate assistance.
 
For more serious cases, our help encompasses more. We can track when a Volvo vehicle has been in an accident and if an airbag has been deployed. We can directly contact the driver and passengers to assess their condition, and then work with emergency authorities to immediately provide the appropriate help. Back then we shared Volvo's vision of the future, and adapted its capability accordingly. Today, we continue to share their vision. And we continue to partner with them to keep their customers safe and cared for on the road.

Guaranteed Asset Protection – modular offers get thumbs up from customers

BMW Financial Services in the UK came to us with a very specific request. They asked us to look at how Guaranteed Asset Protection (GAP) is sold and determine whether the standard model of coverage to match the duration of the finance contract could be reviewed. They were worried that the GAP product was a 'one size fits all' solution and this was hampering conversion rates.
              
As a team, we went right to work and developed a first time ever web-enabled customer portal. The portal allows the BMW car owner to tailor the GAP product to their exact needs. And that’s not all. It can be combined with Income Protection coverage that can be offered with monthly payments on a rolling contract basis. This innovation has been well rewarded. We’re proud to say that take-up rates are considerably higher and BMW Customer Satisfaction has climbed.
 
But we wanted to push the idea of an OEM Customer portal even further. We developed a B2B2C retail warranty and assistance portal that allows vehicle owners to establish tailored coverage to suit their budgets on a 'monthly pay-monthly go' basis. This industry leading technology has helped BMW to double its retail warranty sales in the markets in which it is deployed. And this has increased customer retention and supported dealer credibility at a critical time for the industry. Our help knows no limits. We design our solutions to satisfy your immediate needs and hopefully other needs as well.

Our Automotive products

Most of us know what it’s like to experience a flat tyre or even an overheated engine. And for those who do not, one day you just might. Our vehicle and roadside assistance services such as fast on-site repairs, professional recovery services and seamless replacement car provision are designed for such times and to get you back on track as quickly as possible. Because we know that no matter how big or small the mishap may be, no one ever wants to be stuck on the side of the road, stranded at home or anywhere else.

Our services start as soon as you pick up the phone and contact one of our roadside assistance platforms. Our assistance coordinator organises services according to your request and entitlement. Our roadside assistance is not limited to automobiles. We also provide services for motorbikes, trucks, buses and boats.

Our roadside assistance products are available to clients in the following industries:

For new vehicles, we provide a one or two-year manufacturer branded warranty extension of the original manufacturer warranty already in place. The extension, normally sold by the dealer network during the initial warranty period, begins when the original manufacture warranty ends.

A used car warranty is only applicable to a vehicle that has been out of warranty for a certain period, such as one year. Otherwise the warranty is considered to be a new vehicle “extended warranty”.

We are one of the world's major players in the provision of new and used car warranty registration with all schemes underwritten with the world's largest and most financially secure underwriter.

Mondial Assistance provides clients with industry leading user-friendly technology to minimise re-keying, expedite claims processing and optimise retail sales opportunities. Competitive tyre insurance rates cover to boost customer retention, optimise sales and minimise customer inconvenience.

The automotive services we provide at Mondial Assistance have the advantage of being on the leading edge of technology. Our vehicle-fitted GPS systems enable customers to alert us of a breakdown (bCall), and allow us to organise efficient rescue services for them. Emergency call system (eCall) technology allows for the fast dispatching of emergency services in case of an accident.

Mondial Assistance is a proven provider of breakdown and emergency call response services (eCall and bCall) together with stolen vehicle tracking services. We already offer Telematics capability in more than 20 countries and can offer the potential to link these services to extremely competitive pay per-use road cover insurance solutions.

We understand that building customer relations and securing customer loyalty is a dedicated and ongoing process that requires both expertise and a human approach. This is why we provide manufacturers with expert CRM services at all stages of customer relations – pre-sales, sales and after-sales.

Our manufacture -focused call centre platforms make outbound calls to existing or potential manufacturer customers. We pre-qualify potential purchases of new vehicles before passing this information on to the manufacturer dealer network.

Our CRM call centre platforms also manage in-bound calls on behalf of manufacturers to qualify and respond to product / service enquiries from potential customers before passing this information on to their networks.

After a sale is made, our CRM platform operators make outbound calls to existing owners of the manufacturer’s brand. We qualify the customer’s needs, remind them of their 'MOT' or technical control date, and organise and confirm appointments with the network. We also manage sales of add-on services such as Extended Warranties.

Mondial Assistance offers their corporate clients :

  • extremely cost competitive In-bound and Out-bound telephone services that gives clients more control over their marketing activity and facilitates a 'one view' of customers

  • proven ability to help improve lead conversions and consequently increase sales 

  • sophisticated customer service provision to optimise customer satisfaction levels