Agero: Driving Next-Generation Roadside Assistance

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Chris Small, Vice President, Product
Car trouble is frustrating, stressful, and disruptive, whether at the roadside or at home, from a mechanical or flat tire. An exceptional roadside assistance program can help get a driver’s day back on track, and for automakers and insurers, it can be a loyalty-building tool. From providing benefits such as completing a minor fix on the spot, towing the car to a repair garage, engaging medical assistance, and more, roadside assistance can alleviate the stress that comes with a vehicle breakdown, whether big or small. However, delivering this help is no easy feat. The process of capturing service requests and delivering support is data-intensive, involving a complex chain of events among disparate parties—the customer, the service provider (tow operator), program sponsor (such as the automaker or the insurer), and when needed for quality assurance, contact center agent. Seamless communication and coordination among these stakeholders, each needing to be armed with the right insights, is key to quickly and effectively helping a stranded customer.

To that end, Agero, a Medford, MA-based provider of white-label driver assistance services and technology, has created a vertically-integrated SaaS dispatch platform, Swoop Dispatch Management that tackles this complexity by providing transparency and clarity throughout the entire roadside event. Swoop Dispatch Management modernizes and streamlines the complete breakdown experience for each stakeholder in the end-to-end service delivery chain— from intake to dispatching, servicing to monitoring and reporting—helping to deliver unparalleled services to people in need.

Chris Small, vice president, product at Agero, says, “We’re an extension of our clients’ brands; it’s critical we deliver the brand experience their customers want. Our proprietary software enables this, facilitating uninterrupted digital connectivity between consumers— at the time of need—and a network of vetted and validated service providers.” The company takes pride in protecting 115 million drivers annually through warranty services for two-thirds of new passenger vehicles and programs with many of the largest auto insurers, as well as other client programs.

What truly differentiates Agero from peers is its technology, people, and scale. Managing one of the largest national networks of service providers covering 100 percent of U.S. zip codes, the company responds to 12 million requests for assistance annually. “Our scale and experience has armed us with terabytes of event data that fuels our service provider selection algorithm and event monitoring capabilities. This, paired with the power of our SaaS platform, enables us—like no other—to optimize outcomes, delivering the right help at the right time. Without the extent of the data we have, one can only hope for the best versus ensuring it,” adds Small. Agero is powering the next generation of software-enabled driver safety services and technology, pushing the limits of big data to transform the entire driving experience.

Delivering a Clean Digital Experience

Agero’s flexible, easily-integrated products help clients maintain—and where possible, elevate —the brand experience during these critical “moments of truth.” This includes providing a clean digital experience on the customer and client end.

For stranded drivers, Agero’s communication channels cater to consumer choice, from analog to digital. “Our research shows that most often, consumers prefer self-service options, where they can bypass an agent entirely. Associates are on standby for more critical cases and those that may need intervention,” says Small.
Agero’s Mobile Web, WebApp, and plug-and-play Client API are three technologies that enable the digital-first experience consumers want. Mobile Web follows a call-text-click pathway, whereby customers calling into their roadside program’s tollfree number are provided with an SMS that launches a web browser experience. Through the Web App, consumers can request roadside assistance directly online, skipping the phone call altogether. The Client API integrates an assistance request function within a client’s branded smartphone app. “No matter the intake channel, the Swoop platform immediately connects the driver with a service provider in real time, ensuring full transparency,” explains Small. “We are working directly with our clients on how they can not only implement these technologies but drive utilization.”


We’re an extension of our clients’ brands; it’s critical we deliver the brand experience their customers want. Our proprietary software enables this, facilitating uninterrupted digital connectivity between consumers—at the time of need— and a network of vetted and validated service providers

To make it easier for clients to access assistance requests in real-time, the Agero Dashboard provides complete visibility and rich reporting. Teams can review case details, stats, customer feedback, and live maps, empowering them with the right insights to connect with customers post-breakdown to further reinforce brand loyalty, possible repurchase, or renewal.

In partnership with Lyft, Agero also has an option for consumers involved in a disablement to get on with their day by offering a Lyft ride to their destination of choice. Alternative Transportation with Lyft increases NPS by over four points when customers are offered a ride, even if they choose not to take it. “We’ve stitched directly into Lyft to create that digital capability of alternative transportation for our consumers,” asserts Small.

Rethinking the Vehicle Ownership Experience

With some of the U.S.’ leading automakers and insurance carriers as its partners, Agero is modernizing the entire driver assistance experience. The company is adding value to the full vehicle ownership lifecycle with its accident management, consumer affairs, and dealer and repair lines of business. The aim: assist clients and their customers through every brand-defining experience a driver may have with their vehicle.

In line with this, as part of the company’s continued industry leadership, Agero recently worked with Road America Motor Club to migrate over the Road America client programs. The transition of these client programs will ensure continued exceptional service for Road America’s customers and enable volume for Agero’s provider network while allowing Agero to expand in areas such as fleets and mobile mechanic solutions. “Safeguarding and delivering peace of mind to millions of drivers isn’t simple, but it will continue to be our core mission. With our technology, services, and innovative capabilities, we will continue to allow clients to exceed their customers’ expectations for critical assistance and peace of mind when they need it most,” wraps up Small.

Company
Agero

Headquarters
Medford, MA

Management
Chris Small, Vice President, Product

Description
A Medford, MA-based provider of white-label driver assistance services and technology. Agero has created a vertically-integrated SaaS dispatch platform, Swoop Dispatch Management that tackles the roadside assistance complexities by providing transparency and clarity throughout the entire roadside event. Swoop Dispatch Management modernizes and streamlines the complete breakdown experience for each stakeholder in the end-to-end service delivery chain—from intake to dispatching, servicing to monitoring and reporting—helping to deliver unparalleled services to people in need. Managing one of the largest national networks of service providers covering 100 percent of U.S. zip codes, the company responds to 12 million requests for assistance annually