The Client
The client has been delivering advanced roadside assistance services in the United States for a decade and a half. They started by offering towing services and eventually scaled to other areas by incorporating services like tire change, gas delivery, battery jump-start and replacement, and stuck-in-a-ditch and winch services.
Project Scope
Roadside assistance requires providing immediate solutions to its customers. With the traditional approach, customers had to wait for extended periods without clarity on who would be their savior in their time of need. Additionally, there needed to be more communication and transparency on the customer’s problem and the service provider’s expertise, whereabouts, and total expense.
For about 15 years, our client had been conducting business the conventional way, where agents would receive roadside assistance inquiries via phone calls, and they would rapidly connect them with nearby vendors for their needs. The client always relied on sophisticated internal tooling for its call center agents.
Furthermore, there were instances where a vendor needed help to gauge the magnitude of the customer’s problems and would show up unprepared. This would result in unpredictable wait times for the customers when they encounter an accident or vehicle breakdown.
To find an efficient solution to all these issues and gain a competitive advantage, the client decided to devise an end-to-end mobile-based digital experience for their customers.
