Tow Scout and Swoop: Improving Towing Dispatch Service One Call at a Time
Swoop’s Assisted Technology Provides Ease of Use for Everyone
Tow Scout — an industry-leading towing dispatch company based in North Carolina — uses the Swoop tow management software every day to help develop their growing company. Tow Scout is an award-winning 24-hour call center service for a variety of businesses in the towing industry, from truck and trailer owners to roadside service providers and beyond.
According to Tow Scout owner Chris Williams, “people in the towing industry don’t ever want to spend money on something they don’t need.” Williams managed to carve out a corner of the industry by identifying a need — reliable and knowledgeable round-the-clock dispatching — and combining a friendly and helpful customer service philosophy with Swoop’s easy-to-use towing management platform.
And the real kicker? Williams is completely blind.
Low Vision, High Productivity
He has always been a low-vision individual, but in 2011 Williams lost what little eyesight he had left. Instead of working within the extremely limited career paths typically available to the blind, Williams developed an entirely new career, thanks in large part to Swoop’s accessibility and ease of use.
When he became legally blind, Williams was no longer able to continue with his job as a telephone representative for a cable television company. He knew he had a knack for customer service, so he decided to give the towing industry a try. “I started working with Towbook, but I really didn’t like the way I couldn’t read the maps,” Williams says.
Because Swoop integrates assisted tech from the Google Maps interface, Williams found that he could operate Swoop with no limitations. “When I’m using the Swoop software, I don’t feel blind,” Williams says. “There’s nothing in the workflow that I feel like I’m missing.”
Williams then decided to start his own business to provide a 24/7 professional call answering service to towing companies. Tow Scout is now integrated with ten of the industry’s top motor clubs, and Williams has expanded his team to include nine agents and three supervisors — all of whom also use various levels of assisted technology.
Even though his entire team requires assisted tech, Williams hasn’t encountered any major issues with training his agents to use Swoop. “I haven’t had a single person struggle to understand how Swoop works,” he says. “Some of them pick it up quicker than others, but I don’t think it’s been especially difficult for anyone to learn to use. Every person that I’ve trained can do what I train them to do.”
Onboarding Swoop With New Partners
Swoop is so vital to the success of Tow Scout that Williams even offers Swoop training sessions for Tow Scout clients. “I have training officers that I can send to you. Even if you’re not a Swoop customer yet, I can send someone out to sit down with you and set Swoop up, so that we can parallel automatically,” Williams explains. “I want to be able to say that we’re not going to take anything but Swoop.”
The ease of use provided by Swoop has produced a refreshing side effect for Williams and Tow Scout — many of his clients have no idea Williams and his staff require assisted technology at all. At a recent Spirit Ride event in North Carolina, Williams said, “I lost count of the people that came up to me at today’s event, saying ‘We had no idea you were blind.’”
Thanks to the assisted tech built into Swoop’s software — and Williams’ unwavering dedication to improving the towing industry one call at a time — Tow Scout is now a highly successful dispatch service. It’s just one of the many exciting developments made possible by Swoop!
If you would like to learn more about what Swoop can do for your business, call the sales team at 415–360–3328 or visit joinswoop.com to download your free trial!
