Autoglass has hired call centre services firm Prolog Connect to provide support in the event of a major incident.
The accident on the M25 earlier this week was caused when a foreign articulated truck, which was carrying furniture, crashed into a bridge and burst into flames near Leatherhead. Police found one man in the lorry, who was declared dead at the scene. He has not yet been identified.
This would mean that if the Autoglass call centre became overloaded with calls, they would automatically be diverted to Prolog's operations, where a team of trained agents would take over the calls.
Prolog will undertake a series of simulation exercises throughout the year to ensure that its team is familiar with procedure if a major emergency takes place.
Justin Raymond, head of customer contact at Autoglass, said: "It is imperative that you can rely on a partner in a crisis so we chose Prolog Connect because of their in-built resilience from having three networked centres in the UK."
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