Splunk > Case Studies > Emergency Roadside Assistance Goes Fully Digital

Emergency Roadside Assistance Goes Fully Digital

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 Emergency Roadside Assistance Goes Fully Digital - IoT ONE Case Study
Technology Category
  • Infrastructure as a Service (IaaS) - Cloud Databases
Applicable Functions
  • Business Operation
Services
  • Software Design & Engineering Services
The Challenge

Market-leading roadside assistance company Agero needed to digitize services to accelerate response times and provide better service for customers.

 Agero provides critical driver support services 24/7 — from roadside assistance and connected vehicle services to accident scene management and beyond.

The company 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.

As a software company, Agero had always relied on sophisticated tooling internally for its call center agents. But to make its services even better, Agero looked to make them more observable and 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 Customer
About The Customer

Agero is leading the digitalization of driver assistance services on a massive scale, safeguarding consumers on the road through a unique combination of platform intelligence and human-powered solutions.

The Solution

As part of its digitization push, Agero initially implemented Splunk Observability Cloud for better monitoring and observability so it could troubleshoot and respond proactively to issues. But once the company 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 Cloud has also been 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.

Operational Impact
  • [Product Improvement - Customer Satisfaction]

    The Splunk platform helped Agero offer a 100% digital customer experience for service requests while providing visibility that enabled teams to better track, monitor, and identify issues.

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