Splunk > Case Studies > Digitizing Emergency Roadside Assistance: Agero's Transformation with Splunk

Digitizing Emergency Roadside Assistance: Agero's Transformation with Splunk

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 Digitizing Emergency Roadside Assistance: Agero's Transformation with Splunk - IoT ONE Case Study
Technology Category
  • Cybersecurity & Privacy - Identity & Authentication Management
  • Platform as a Service (PaaS) - Application Development Platforms
Applicable Industries
  • Automotive
  • Construction & Infrastructure
Applicable Functions
  • Sales & Marketing
Use Cases
  • Track & Trace of Assets
  • Vehicle-to-Infrastructure
Services
  • Cloud Planning, Design & Implementation Services
The Challenge
Agero, a market-leading roadside assistance company, was facing the challenge of digitizing its services to improve response times and provide better customer service. The company, which responds to approximately 12 million events annually, provides critical driver support services 24/7. Traditionally, customers accessed its services via telephone, and agents would then dispatch a tow truck or other service provider. However, with the increasing demand for digital services, Agero needed to offer a fully digital, transparent experience to better pinpoint locations, dispatch vehicles, and provide the help customers needed when they were in an accident or stranded on the road. The challenge was to transition from a phone-based service to a 100% digital, agentless experience.
The Customer
About The Customer
Agero is a market-leading white-label roadside assistance company that works closely with the majority of leading automakers and auto insurers. The company provides critical driver support services 24/7, including roadside assistance, connected vehicle services, and accident scene management. Agero responds to approximately 12 million events annually, supplying these services to many of the new vehicles sold in the United States and through two-thirds of U.S.-based auto insurance carriers, which cover over 100 million consumers. The company has been in business for 50 years and has traditionally provided services via telephone.
The Solution
To address this challenge, Agero implemented Splunk Observability Cloud for better monitoring and observability. This allowed the company to troubleshoot and respond proactively to issues. As Agero started digitizing, the engineering and product teams increasingly relied on the Splunk solution because it gave them a flexible way to use unstructured data in any format. Splunk allowed Agero to decentralize its engineering structure and microservices into one provider, offering a single source of truth for the entirety of the company’s data. Splunk Cloud was also crucial for Agero’s DevOps infrastructure pipeline, offering a flexible platform to monitor and track data across SRE, engineering, product and business teams without any bottleneck issues. Agero’s digitization efforts integrated Agero’s APIs with client APIs, giving the customer a completely agentless experience, while giving Agero comprehensive visibility into their transactions and events.
Operational Impact
  • The implementation of Splunk's solutions has led to significant operational improvements for Agero. The company now has a single source of truth for all its data, making it easier to track and monitor. The digitization efforts have also resulted in a completely agentless experience for customers, providing them with real-time updates on their mobile app. This has significantly improved the customer experience. Furthermore, the various teams within Agero are realizing tangible value out of the data. The support team uses Splunk to provide better customer service; the product team relies on it to make the product stronger; and the engineering team uses Splunk to monitor and track the product, as well as to quickly identify and resolve problems. The early detection of incidents has helped Agero respond sooner, and giving engineers access to customer experience metrics has accelerated recovery time.
Quantitative Benefit
  • Agero was able to offer a 100% digital customer experience for service requests.
  • The company improved its net promoter score (NPS) by 18 points by pivoting to a fully digital experience.
  • Engineers no longer have to worry about daily ingest limits with Splunk’s workload-based pricing, allowing them to enter and access more data for potential use.

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