From Roadside-as-a-Service to Software-as-a-Service for Roadside

October 2, 2019 | Cathy Orrico & Jeffrey Blecher

After 45 years in the business, we know what it takes to define roadside at scale. We know how to enable easy digital intake, empower agents with the tools they need to assist customers, digitally dispatch to a curated network, provide tracking tools for the consumer and the provider, and layer on reporting and analytics needed to optimize. Delivering seamless service requires tremendous expertise and powerful tools and resources to meet the range of requirements and conditions that arise every day. To create this service, we built Agero Roadside Managed Services on three key components:

Dispatch Management is the platform that enables all the operations involved in roadside. This includes omnichannel access tools, call center software, provider software, client reporting tools, escalation monitoring tools, and everything in between. This is the digital plumbing that enables the consumer, service provider, call center and customer (as well as the agent or dealer) to connect every minute of every day, year after year, wherever roadside assistance is needed.

Call Center is a key component of the roadside equation. Today a significant portion of the market expects and utilizes a phone number to request service. But as dispatches become increasingly more digital, the role of the agent becomes less about triggering service and more about advocating for customers or proactive case management. We also expect that the role of the call centers will continue to evolve but will be a vital component of providing the complex service of roadside.

Provider Network is made up of the tow and repair providers all over country that come to the aid of consumers roadside. This network must be carefully curated and vetted to ensure both coverage of location and services and safety and security to provide peace of mind through background check processes. Without the support of the provider network we would be unable to provide roadside assistance services.

Over the years, we have repeatedly been asked whether we would offer dispatch management as a software solution. With our legacy platform, this was challenging to offer but with the acquisition of Swoop, Agero elevated the dispatch management component of our business with powerful new functionality in a vertically integrated tech stack. We are excited to offer this solution in markets or countries where clients want to apply their provider networks and call centers seamlessly to create a powerful roadside solution.

While this is the first time that we are offering dispatch management as a software solution (with Swoop), we have been in the software development business since our business began. We have supported this business with innovation centers in both Boston and San Francisco and continue to invest in the platform. This offering enables more flexibility to service customers and that is our top priority.


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Cathy Orrico & Jeffrey Blecher | Chief Client Officer & Chief Strategy Officer

Cathy Orrico is using her many years of automotive industry experience to help our clients transform the customer experience in innovative, meaningful, and profitable ways throughout the vehicle ownership lifecycle. With an eagle eye, she carefully oversees client services, account and sales management, contract negotiations, and training for Agero’s Insurance and Automotive business units. Formerly with Reynolds and Reynolds, Cathy holds a B.A., with a concentration in Economics and Marketing from Western Michigan University.

Jeffrey Blecher's talent, enthusiasm, and track record for identifying and evaluating both organic and acquisitive growth opportunities make him a key player in Agero’s growing reputation as an industry leader. He joined us after a decade as a consultant to senior executives from Fortune 500 companies, private equity firms and startups on strategic, operational and technology related issues.