AppsCare | DAF Trucks use Google Maps for Work
AppsCare is a Google for Work Premier Partner in the UK and specialises in the deployment of Google Apps for Work, Google Drive for Work, Google for Education, Google Maps for Work, Chrome Devices for Work and Google Search.
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DAF Trucks use Google Maps for Work

About This Project

DAF Trucks use Google Maps for Work to integrate into a call centre software application for registering and managing cases regarding trucks requiring assistance.


It is being used by the DAF ITS department (International Truck Service) whose agents receive distress calls from truck drivers who need assistance because their truck broke down or is about to break down anywhere across Europe. The trucks may require a repair dealer’s roadside help or sometimes instructions on how to get to the nearest dealer. The ITS agents will contact an appropriate dealer and monitor/manage the whole process from breakdown until repair (including guarantee of payment and mediation for required parts and technical expertise) to make sure the downtime is as minimal as possible.


Google Maps for Work helps the service desk agent to find the exact location of a truck breakdown. From the selected location, the nearby repair-dealers are plotted onto the map, allowing the agent to select a dealer based on distance and other values. The agent will also be supplied with information about the route from the dealer to the breakdown location and the estimated travelling time. The selections made in Google Maps are automatically transferred to the case file as GPS locations and as addresses.


Currently, ITS operates from one location where up to sixteen agents at a time are working concurrently to handle the phone calls and manage the cases, with the agents handling around 40,000 cases per year. 

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