TALES FROM THE ROAD
MCI's ERSA leads industry, keeps operators on track

Welcome to Tales from the Road, a new FYI feature that will tell the stories of operators who have called MCI during times of need. Whether it's an Emergency Roadside Assistance event such as a disabling flat tire, a damaged windshield or out-of-fuel situation — or virtually any other kind of urgent situation — MCI prides itself on being able to help, and help fast. Our first article gives an overview of the ERSA program and its beginnings.

By Carolyn A. Newton

As MCI's Emergency Roadside Assistance (ERSA) celebrates its third year of going further for customers and coach owners across the U.S., Canada and beyond, MCI is fulfilling its vision to lead the industry in service and support. But, long before the ERSA as we know it today was established, MCI's Fleet Support team was on the job, working hard to meet customers' needs both day and night.

ERSA offers customers a wide variety of services ranging from after-hours technical assistance to helping customers locate the nearest authorized Detroit Diesel, Caterpillar or Cummins dealer, and on to more complex calls requiring emergency parts and / or mobile roadside service. ERSA can even help find relief coaches when necessary, researching and contacting appropriate area operators.

Michael Anstead, director of Fleet Support, Warranty and Publications, and one of the founders of the ERSA program, remembers the early days of MCI's after-hours support, which often depended on answering services, pagers and cell phones. "We provided mostly after-hours technical services, but if a customer needed roadside assistance, we would help them with phone numbers to known bus garages and mobile services."

In October 2003, Anstead hired two ERSA coordinators and tapped the talents of veteran technicians including Jim McClain, Terry Bowersox and Jim Solsbury. MCI ERSA was born, providing customers with full emergency after-hours service and live operators.

Today, ERSA has several coordinators, all of whom have a wealth of resources at their fingertips. One of the most important is the newly launched ERSA Vendor Database, intended to help reduce customer wait time.

ERSA service providers include MCI Service Centers; various authorized engine and transmission warranty dealers; a wide network of mobile mechanics; and other MCI operators. Whenever possible, ERSA strives to send business to MCI customers who maintain bus garages, and MCI customers have shown the "Going further" spirit by helping one another in times of need.

MCI is moving forward to improve and expand customer support. Already first in the industry, MCI ERSA continues to set the standard, working hard to meet and exceed customer expectations. To contact MCI's friendly ERSA operators, call 800-241-2947.

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