HONK Ops Onboarding Questionnaire

Thank you for participating in HONK's onboarding process. Please do not submit your answers until all questions have been completed.  We look forward to working with Advantage Rental as we prepare for our new partnership!

General Information

HONK is interested in learning more about your company including any brand requirements and general information.

HONK Ops Policy Considerations

HONK Operations would like to define specific policy guidelines in relation to towing & roadside services.

Advantage Rental Contact Center Operations

HONK Operations would like more information regarding Advantage Rental's contact center organization. This will enable the team to prepare for the interactivity and communication between all contact centers.

Telephony

The HONK Command Center would like to understand how HONK will receive calls along with any Advantage Rental requests for telephony specifications.

Expected Roadside Assistance Volume

To best prepare for volume and staffing requirements, please provide detailed information regarding roadside assistance activity.

Business Continuity Planning

In the event that service outages or system alerts occur, the HONK Command Center will work with the appropriate Wawanesa team.

Advantage Rental Contact List

HONK is requesting Advantage Rental's list of contacts. This section will provide Advantage Rental the opportunity to prioritize contact outreach for various operational reasons.

Systems, CAT Events and Business Continuity
Service alerts
System notification alerts
Alternate customer information
Canceling abusive customers
All other urgent matters
All other non-urgent matters

Systems, CAT Events and Business Continuity

HONK Command Center provides 24x7 monitoring of systems, CAT events and business continuity events. HCC may need to communicate with Advantage Rental if events are impactful to operations. Provide three emergency 24/7 contacts with whom the HCC may connect.

Some examples of this notification type could include instances where HONK systems become unoperational, Advantage Rental systems become unoperational, notices of impactful weather-related events, or any other operationally impactful events that cause disruption in service.

Important Instructions:

List contacts in order of the priority you would like HONK to call your representatives (regardless of the time of day). HONK HCC will begin at the top of the contact list. If there is no answer, a voicemail will be left (if available).

Service Alerts

HONK Command Center issues service alerts on events that impact operations. HONK will email Advantage Rental the detailed information regarding the service alert. Provide up to five email addresses to whom you would like these communications sent.

System Notification Alerts

HONK Command Center issues system notification alerts on non-urgent system updates.  HONK will email Advantage Rental the detailed information regarding the system notification alert. Provide up to five email addresses to whom you would like these communications sent.

Alternate Customer Contact Information

HONK may need to request alternate contact information for the customer when they are unreachable through the phone number initially provided. Please provide the phone contacts that would have additional policy information/the insured contact information.

Important Instructions:

List contacts in order of the priority you would like HONK to call your representatives (regardless of the time of day).

Canceling Abusive Customers

In the rare event of egregiously abusive or potentially dangerous customers, HONK may need to cancel a service due to perceived risk. HONK will email Advantage Rental the detailed information regarding the incident. Provide up to five email addresses to whom you would like these communications sent.

All other urgent matters

Should HONK need to connect with Advantage Rental for any urgent matters other than those previously outlined, please provide the appropriate contact information.

Important Instructions:

List contacts in order of the priority you would like HONK to call your representatives (regardless of the time of day). HONK Specialists will begin at the top of the contact list. If there is no answer, a voicemail will be left (if available). 

All other non-urgent matters

Should HONK need to connect with Advantage Rental for any NON-urgent matters other than those previously outlined, please provide the appropriate contact information.

Important Instructions:

List contacts in order of the priority you would like HONK to call your representatives (regardless of the time of day). HONK Specialists will begin at the top of the contact list. If there is no answer, a voicemail will be left (if available).