Splunk > 实例探究 > 紧急路边援助完全数字化

紧急路边援助完全数字化

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 Digitizing Emergency Roadside Assistance: Agero's Transformation with Splunk - IoT ONE Case Study
技术
  • 网络安全和隐私 - 身份认证管理
  • 平台即服务 (PaaS) - 应用开发平台
适用行业
  • 汽车
  • 建筑与基础设施
适用功能
  • 销售与市场营销
用例
  • 资产跟踪
  • 车辆到基础设施 (V2I)
服务
  • 云规划/设计/实施服务
挑战

市场领先的道路救援公司 Agero 需要将服务数字化,以加快响应时间并为客户提供更好的服务。

Agero 24/7 全天候提供关键的驾驶员支持服务——从路边援助和联网车辆服务到事故现场管理等。

该公司每年响应大约 1200 万个事件,为在美国销售的许多新车提供这些服务,并通过三分之二的美国汽车保险公司(覆盖超过 1 亿消费者)提供这些服务。

作为一家软件公司,Agero 一直依赖其内部呼叫中心代理的复杂工具。但为了使其服务更好,Agero 希望让它们更易于观察,并提供完全数字化、透明的体验,以便更好地确定位置、调度车辆,并在客户发生事故或被困在路上时提供所需的帮助。

客户
关于客户

Agero正在大规模引领驾驶员辅助服务的数字化,通过平台智能和人力解决方案的独特组合来保护路上的消费者。

解决方案

作为其数字化推动的一部分,Agero 最初实施了 Splunk Observability Cloud 以实现更好的监控和可观察性,以便能够对问题进行故障排除和主动响应。但是,一旦公司开始数字化,工程和产品团队就越来越依赖 Splunk 解决方案,因为它为他们提供了一种灵活的方式来使用任何格式的非结构化数据。

Splunk Cloud 对 Agero 的 DevOps 基础设施管道也至关重要,它提供了一个灵活的平台来监控和跟踪跨 SRE、工程、产品和业务团队的数据,而不会出现任何瓶颈问题。

运营影响
  • 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.
数量效益
  • 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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