Ryder System Inc. has selected Affiliated Computer Services Inc. (ACS), a provider of business process and information technology outsourcing solutions, to support the Ryder Customer Response Center
operating facilities in Lexington, Ky. and Salt Lake City, Utah.
The response center provides 24 hours a day, 365 days a year emergency roadside assistance for Ryder's North American fleet of more than 160,000 vehicles.
Under the three-year contract, ACS will support Ryder's call center operations to assist drivers, utilizing a comprehensive communications network linked to more than 11,000 vehicle service locations throughout North America.
ACS support personnel will communicate with drivers through a sophisticated inbound/outbound call process equipped with address and phone tracking capabilities to coordinate acute dispatching of repair service vehicles.
"ACS understands that Ryder focuses on preventive maintenance to reduce the overall occurrence of breakdowns," said Lynn Blodgett, group president of ACS' Commercial Solutions Group. "When unforeseen circumstances arise, we are confident that our collaborative solution will allow Ryder to provide emergency roadside assistance whenever and wherever needed with the quickest response standards in the industry."
"ACS possesses strong technological capabilities and the call-center experience necessary to operate the center," said Darrin Gillham, program manager of Ryder's RCRC. "Currently, the service provider response time is 20 minutes, and the time from the report of a breakdown to the completion of repair work is less than two hours."