| | 19CIOReviewMARCH 2021Delivering a Clean Digital ExperienceAgero'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 toll-free 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 providerin 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." 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 ExperienceWith 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. 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
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