On a busy and cold Monday morning, Sarah was scheduled to give a promotion-worthy presentation at work when she found herself in a bit of a bind. Her sedan parked in her snowy driveway refused to start. Uncertain of what to do, Sarah rifled around her glove box and found an old motor club ID card - a program she stopped paying for years ago when she realized she never used the $100 a year service. She dialed the 1-800 number wondering if they could help and just how much it was going to cost her.
Now imagine if Sarah had recalled the roadside assistance program she enrolled in when she renewed her auto insurance policy several years ago. She pulls up the mobile app she uses to pay her bill and immediately locates the “request roadside assistance” button on the home screen. She enters some basic information about the issue, hits submit, and almost immediately gets an estimated time-of-arrival. She tracks the service provider’s location in real-time while she waits, giving her peace of mind that help is on the way. Although Sarah required a tow due to a mechanical issue, she didn’t have to pay anything out of pocket and even received a rideshare voucher to get her to the presentation and on to that promotion!
Instead of feeling resentful and frustrated, Sarah leaves the experience with renewed appreciation for her insurance company. Not only was she reminded in the moment that she was vulnerable to vehicle issues that could impact her schedule and wallet, but was thankful her auto policy had her back – for a fraction of what she used to pay for her motor club membership.
Customers like Sarah who used their insurance roadside coverage were 35% more likely to renew their policy and 20% less likely to shop around . Considering it can cost up to 7 to 9 times more to acquire a new customer, every renewal adds exponential value to insurance carriers’ bottom line.
The mastermind making this digital roadside experience a reality for 33,000 drivers every day and converting them to happy, loyal customers is Agero: A technology company delivering white-label digital driver assistance for the nation’s largest auto and insurance companies.
“Car breakdowns, even of a smaller magnitude, can spark big frustrations for consumers. But, an exceptional roadside assistance or accident management program will swiftly turn a driver’s day around, doubling as a customer-retention and loyalty-building tool for most automakers and insurers,” says Jeffrey Blecher, Chief Operating Officer of Agero.
Agero is the market leader of white-label digital driver assistance helping automakers and insurers turn breakdowns into customer satisfaction breakthroughs by assisting many like Sarah to get timely assistance during an emergency. It excels at providing prompt assistance, from resolving minor flat tire issues to major mechanical breakdowns. With a unique synergy of technological excellence and human expertise, the company holds a track record of protecting 120 million motorists and completing more than 12 million events a year.
Covering 150 client programs, Agero delivers effective solutions for all possible scenarios drivers may find themselves in – no matter what kind of vehicle, zip code, or weather pattern. Agero’s offerings are primarily classified under three key categories — Roadside Assistance, Accident Management, and Electric Vehicle Experience.
Cutting-Edge Tech-Powered Roadside Assistance
Agero’s white-labeled roadside assistance service combines proven digital-first technology with a compassionate human touch and a carefully chosen network of service providers. This allows for offering outcome-based packages that can be tailored to each client's requirements.
“Our roadside assistance program entails a comprehensive service portfolio, carefully designed to address unexpected issues involving mechanical breakdowns or driver-created situations such as running out of fuel or being locked out of vehicles,” says Blecher.
The primary objective is to deliver immediate and efficient support that ensures the driver’s safety by quickly dispatching trained professionals to the incident location. The team is equipped with the right tools and expertise to address all types of roadside events, with most events resolved on the spot. If the issue cannot be resolved at the location, Agero provides prompt towing services to a dealership or repair facility.
Beyond technical support, Agero is focused on delivering a streamlined process that creates a positive user experience through its proprietary digital roadside assistance software, Swoop®. Agero’s technology is a dynamic solution capable of managing everything from towing services to accident crash notification. Automakers and insurance carriers can seamlessly integrate Swoop technology with existing customer service and help desk platforms via APIs. This eliminates the need to manually transfer customer data while providing intuitive digital experiences.
For instance, a customer seeking assistance through an insurers’ mobile app can initiate intake through a designated roadside assistance button within the authenticated environment. Since the app can access all necessary user details, such as policy numbers and GPS locations, users only need to specify the issue and destination preference to submit the request digitally. The platform employs machine learning algorithms to dispatch the job to an ideal provider. Similar to delivery and ride-sharing applications, customers can track the provider location, estimated arrival times (ETA), and progress all within the mobile app.
Swoop also prioritizes security and compliance, offering a singular platform that meets industry standards and regulations.
Robust Crash Management
Agero’s robust accident management solution is meticulously crafted to yield substantial savings for drivers and insurers by mitigating storage and pre-repair expenses. It utilizes the company’s specialized accident management network to promptly relocate the vehicle from accident scene to repair facility, avoiding storage fees and minimizing repair durations. This approach is particularly impactful amid the current claims landscape, where insurance carriers are grappling with escalating costs for storage, towing, and repair expenses exacerbated by labor and part shortages.
Its strategic partnership with telematics device providers enables Agero to automatically detect accidents and promptly engage the affected individual to deliver proactive assistance. Coupled with the product’s ability to integrate with first responder systems, like public safety answering points (PSAP), it sends alerts to emergency services during a crash response. One of Agero’s customers shared firsthand how this proactive assistance proved to be life saving: "I had a heart attack and ran off the road into a tree. They called me and after getting no answer called EMS. When paramedics found me, I was lying face down in a ditch beside my van not breathing and with no pulse. They got my heart and breathing back and sent me by helicopter to a nearby hospital. They literally SAVED MY LIFE. THANK YOU."
The Trusted Partner for EV Support Service
While OEMs have been focusing on getting EVs to market and attracting new customers, Agero is focusing on what happens after the sale. EV owners are three times more likely to have a roadside event than their ICE counterparts. Taking this into consideration, Agero has curated its specialized roadside service to resolve all common issues EV owners encounter, emphasizing a proactive response. Its contact center support is dedicated to delivering unparalleled technical assistance to customers facing various scenarios including challenges at charging stations, payment authentication complexities, and post-charging issues.
Service providers running tow trucks also have a learning curve with the proliferation of makes and models entering the market. From how to put a vehicle in neutral to where to secure these heavier than usual vehicles, Agero has built training materials directly into the Swoop dispatch platform to provide service providers with the just-in-time guidance they need.
By combining its specialized roadside services with responsive technical support, Agero is leading the way to a more user-friendly and efficient electric vehicle ownership experience. A recent collaboration with one EV manufacturer yielded a substantial increase in the client's Net Promoter Score (NPS), exemplifying Agero's adaptability and proficiency in addressing the challenges specific to EVs.
”Agero’s clients who advocate usage of the roadside program are rewarded with more satisfied customers who are 35% more likely to renew their policies or repurchase the same vehicle brand “
Agero worked with the automaker to deliver support services to address flat tire issues—an increasingly prevalent concern due to the unique stresses imposed by heavy vehicle builds and the utilization of low rolling resistance tires with higher torque. This results in a notably elevated incidence of flat tires compared to ICE vehicles. Further compounding these stresses, most EVs are not equipped with spare tires, making towing the only option for damaged tires.
Another concern unique to EVs is running out of charge. Up until now, this required towing the vehicle to a charging station, which adds time and complexity to a roadside event. To address this, Agero extended their network to include mobile charge partners that are dispatched to the scene, providing a quick mobile charge to get customers back on their way. Customers consistently rate this service 10/10, noting, “I’m so glad a service like this exists today. If someone runs out of gas, they can request roadside assistance to bring them a gallon. It should be that easy for EV customers too.”
Driving Innovation into Roadside Assistance
As the gold standard supplier of driver assistance in the automotive and insurance industries, Agero attributes its success to a culture of critical thinking and a commitment to problem-solving. Pioneering the first truly digital driver assistance service, it continuously enhances driver experiences through innovative strides in the industry.
“We embody a profound commitment to innovations, an integral aspect of our business ethics and organizational DNA,” says Blecher.
The company aims to optimize and enhance its services, aligning with the advent of connected EVs. It is focused on assembling a database of more straightforward and effective mechanical resolutions to common issues like battery failure in EV key fobs. The new offering will reduce tow truck rollouts for minor problems and save claim costs, positively impacting driver experience and carbon footprint goals.
"Customers like Sarah who used their insurance roadside coverage were 35% more likely to renew their policy and 20% less likely to shop around . Considering it can cost up to 7 to 9 times more to acquire a new customer, every renewal adds exponential value to insurance carriers’ bottom line"
Agero is also gearing up to explore the possibility of digital fixes to address specific issues remotely, providing a more efficient and cost-effective solution for end consumers. This clear-cut roadmap illustrates Agero's commitment to wielding customer satisfaction and experience as a tool to drive brand loyalty, giving automakers and carriers a competitive edge in the age of choices.
While Agero services 12M Sarah's every year, the market is still full of consumers struggling to remedy their own roadside event, even though they already have coverage through their warranty or auto policy. In fact, many consumers either aren’t aware they have coverage or don’t know they have a digital way to engage right in their phones. Agero’s clients who advocate usage of the roadside program are rewarded with more satisfied customers who are 35% more likely to renew their policies or repurchase the same vehicle brand.
Although Agero has the technology and capability to service even more drivers than it currently does, the scale of its operations is inconsequential if drivers like Sarah don’t remember they have coverage or don’t know how to request assistance. To help remedy this, Agero is working closely with clients to increase consumer awareness about how to find, access, and utilize roadside benefits. The result is a better overall customer experience that drives value for the companies that offer Agero’s programs.
Now imagine if Sarah had recalled the roadside assistance program she enrolled in when she renewed her auto insurance policy several years ago. She pulls up the mobile app she uses to pay her bill and immediately locates the “request roadside assistance” button on the home screen. She enters some basic information about the issue, hits submit, and almost immediately gets an estimated time-of-arrival. She tracks the service provider’s location in real-time while she waits, giving her peace of mind that help is on the way. Although Sarah required a tow due to a mechanical issue, she didn’t have to pay anything out of pocket and even received a rideshare voucher to get her to the presentation and on to that promotion! Instead of feeling resentful and frustrated, Sarah leaves the experience with renewed appreciation for her insurance company. Not only was she reminded in the moment that she was vulnerable to vehicle issues that could impact her schedule and wallet, but was thankful her auto policy had her back – for a fraction of what she used to pay for her motor club membership.
Customers like Sarah who used their insurance roadside coverage were 35% more likely to renew their policy and 20% less likely to shop around . Considering it can cost up to 7 to 9 times more to acquire a new customer, every renewal adds exponential value to insurance carriers’ bottom line. The mastermind making this digital roadside experience a reality for 33,000 drivers every day and converting them to happy, loyal customers is Agero: A technology company delivering white-label digital driver assistance for the nation’s largest auto and insurance companies.
“Car breakdowns, even of a smaller magnitude, can spark big frustrations for consumers. But, an exceptional roadside assistance or accident management program will swiftly turn a driver’s day around, doubling as a customer-retention and loyalty-building tool for most automakers and insurers,” says Jeffrey Blecher, Chief Operating Officer of Agero.
Our roadside assistance program entails a comprehensive service portfolio, carefully designed to address unexpected issues involving mechanical breakdowns or user-created situations such as running out of fuel or locking out of vehicles
Covering 150 client programs, Agero delivers effective solutions for all possible scenarios drivers may find themselves in – no matter what kind of vehicle, zip code, or weather pattern. Agero’s offerings are primarily classified under three key categories — Roadside Assistance, Accident Management, and Electric Vehicle Experience.
Cutting-Edge Tech-Powered Roadside Assistance
Agero’s white-labeled roadside assistance service combines proven digital-first technology with a compassionate human touch and a carefully chosen network of service providers. This allows for offering outcome-based packages that can be tailored to each client's requirements.
“Our roadside assistance program entails a comprehensive service portfolio, carefully designed to address unexpected issues involving mechanical breakdowns or driver-created situations such as running out of fuel or being locked out of vehicles,” says Blecher.
The primary objective is to deliver immediate and efficient support that ensures the driver’s safety by quickly dispatching trained professionals to the incident location. The team is equipped with the right tools and expertise to address all types of roadside events, with most events resolved on the spot. If the issue cannot be resolved at the location, Agero provides prompt towing services to a dealership or repair facility.
-
EV owners are three times more likely to have a roadside event than their ICE counterparts. Taking this into consideration, Agero has curated its specialized roadside service to resolve all common issues EV owners encounter, emphasizing a proactive response
Beyond technical support, Agero is focused on delivering a streamlined process that creates a positive user experience through its proprietary digital roadside assistance software, Swoop®. Agero’s technology is a dynamic solution capable of managing everything from towing services to accident crash notification. Automakers and insurance carriers can seamlessly integrate Swoop technology with existing customer service and help desk platforms via APIs. This eliminates the need to manually transfer customer data while providing intuitive digital experiences.
For instance, a customer seeking assistance through an insurers’ mobile app can initiate intake through a designated roadside assistance button within the authenticated environment. Since the app can access all necessary user details, such as policy numbers and GPS locations, users only need to specify the issue and destination preference to submit the request digitally. The platform employs machine learning algorithms to dispatch the job to an ideal provider. Similar to delivery and ride-sharing applications, customers can track the provider location, estimated arrival times (ETA), and progress all within the mobile app. Swoop also prioritizes security and compliance, offering a singular platform that meets industry standards and regulations.
Robust Crash Management
Agero’s robust accident management solution is meticulously crafted to yield substantial savings for drivers and insurers by mitigating storage and pre-repair expenses. It utilizes the company’s specialized accident management network to promptly relocate the vehicle from accident scene to repair facility, avoiding storage fees and minimizing repair durations. This approach is particularly impactful amid the current claims landscape, where insurance carriers are grappling with escalating costs for storage, towing, and repair expenses exacerbated by labor and part shortages.
Its strategic partnership with telematics device providers enables Agero to automatically detect accidents and promptly engage the affected individual to deliver proactive assistance. Coupled with the product’s ability to integrate with first responder systems, like public safety answering points (PSAP), it sends alerts to emergency services during a crash response. One of Agero’s customers shared firsthand how this proactive assistance proved to be life saving: "I had a heart attack and ran off the road into a tree. They called me and after getting no answer called EMS. When paramedics found me, I was lying face down in a ditch beside my van not breathing and with no pulse. They got my heart and breathing back and sent me by helicopter to a nearby hospital. They literally SAVED MY LIFE. THANK YOU." The Trusted Partner for EV Support Service
While OEMs have been focusing on getting EVs to market and attracting new customers, Agero is focusing on what happens after the sale. EV owners are three times more likely to have a roadside event than their ICE counterparts. Taking this into consideration, Agero has curated its specialized roadside service to resolve all common issues EV owners encounter, emphasizing a proactive response. Its contact center support is dedicated to delivering unparalleled technical assistance to customers facing various scenarios including challenges at charging stations, payment authentication complexities, and post-charging issues.
Service providers running tow trucks also have a learning curve with the proliferation of makes and models entering the market. From how to put a vehicle in neutral to where to secure these heavier than usual vehicles, Agero has built training materials directly into the Swoop dispatch platform to provide service providers with the just-in-time guidance they need. By combining its specialized roadside services with responsive technical support, Agero is leading the way to a more user-friendly and efficient electric vehicle ownership experience. A recent collaboration with one EV manufacturer yielded a substantial increase in the client's Net Promoter Score (NPS), exemplifying Agero's adaptability and proficiency in addressing the challenges specific to EVs.
”Agero’s clients who advocate usage of the roadside program are rewarded with more satisfied customers who are 35% more likely to renew their policies or repurchase the same vehicle brand “
Agero worked with the automaker to deliver support services to address flat tire issues—an increasingly prevalent concern due to the unique stresses imposed by heavy vehicle builds and the utilization of low rolling resistance tires with higher torque. This results in a notably elevated incidence of flat tires compared to ICE vehicles. Further compounding these stresses, most EVs are not equipped with spare tires, making towing the only option for damaged tires.
Another concern unique to EVs is running out of charge. Up until now, this required towing the vehicle to a charging station, which adds time and complexity to a roadside event. To address this, Agero extended their network to include mobile charge partners that are dispatched to the scene, providing a quick mobile charge to get customers back on their way. Customers consistently rate this service 10/10, noting, “I’m so glad a service like this exists today. If someone runs out of gas, they can request roadside assistance to bring them a gallon. It should be that easy for EV customers too.” Driving Innovation into Roadside Assistance
As the gold standard supplier of driver assistance in the automotive and insurance industries, Agero attributes its success to a culture of critical thinking and a commitment to problem-solving. Pioneering the first truly digital driver assistance service, it continuously enhances driver experiences through innovative strides in the industry.
“We embody a profound commitment to innovations, an integral aspect of our business ethics and organizational DNA,” says Blecher.
The company aims to optimize and enhance its services, aligning with the advent of connected EVs. It is focused on assembling a database of more straightforward and effective mechanical resolutions to common issues like battery failure in EV key fobs. The new offering will reduce tow truck rollouts for minor problems and save claim costs, positively impacting driver experience and carbon footprint goals.
"Customers like Sarah who used their insurance roadside coverage were 35% more likely to renew their policy and 20% less likely to shop around . Considering it can cost up to 7 to 9 times more to acquire a new customer, every renewal adds exponential value to insurance carriers’ bottom line"
Agero is also gearing up to explore the possibility of digital fixes to address specific issues remotely, providing a more efficient and cost-effective solution for end consumers. This clear-cut roadmap illustrates Agero's commitment to wielding customer satisfaction and experience as a tool to drive brand loyalty, giving automakers and carriers a competitive edge in the age of choices.
While Agero services 12M Sarah's every year, the market is still full of consumers struggling to remedy their own roadside event, even though they already have coverage through their warranty or auto policy. In fact, many consumers either aren’t aware they have coverage or don’t know they have a digital way to engage right in their phones. Agero’s clients who advocate usage of the roadside program are rewarded with more satisfied customers who are 35% more likely to renew their policies or repurchase the same vehicle brand.
Although Agero has the technology and capability to service even more drivers than it currently does, the scale of its operations is inconsequential if drivers like Sarah don’t remember they have coverage or don’t know how to request assistance. To help remedy this, Agero is working closely with clients to increase consumer awareness about how to find, access, and utilize roadside benefits. The result is a better overall customer experience that drives value for the companies that offer Agero’s programs.
