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

	Digitizing Emergency Roadside Assistance: Agero's Transformation with Splunk Splunk

Digitizing Emergency Roadside Assistance: Agero's Transformation with Splunk

Splunk

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
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. Read More
About 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. Read More
Customer Name	Agero Read More
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. Read More Log in to view content
Contents

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

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.

About 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.

Customer Name

Agero

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.

Impact #1	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.

Impact #1

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.

Benefit #1	Agero was able to offer a 100% digital customer experience for service requests.
Benefit #2	The company improved its net promoter score (NPS) by 18 points by pivoting to a fully digital experience.
Benefit #3	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.

Benefit #1

Agero was able to offer a 100% digital customer experience for service requests.

Benefit #2

The company improved its net promoter score (NPS) by 18 points by pivoting to a fully digital experience.

Benefit #3

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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Overview

Digitizing Emergency Roadside Assistance: Agero's Transformation with Splunk

Operational Impact

Quantitative Benefit