Winback

Winback enables quick, proactive, and empathetic follow-up with customers after negative roadside experiences to resolve issues before they escalate. Rapidly engage dissatisfied customers and convert challenging experiences into brand-building opportunities.

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Agero's Winback Experience a 1-2 point improvement in customer NPS.

Case Id and Resolution

  • Dissatisfied customers are automatically flagged for follow-up on the Winback dashboard

  • Dedicated case managers trained in empathy and complaint resolution help customers feel listened to and supported

  • Case managers have the discretion to make things right with customers, whether providing goodwill or simply offering an apology

Speed and Technology

  • Most customers are called within an hour by a specialized Winback case manager

  • Purpose-built dashboards on a world-class platform ensure immediate and seamless case handover to Winback team

Results

  • Winback converts 20% of your unhappiest customers into NPS promoters

  • Winner of the 2021 Business Intelligence Group Excellence in Customer Service Award

2021 Excellence in Customer Service Award from Business Innovation Group

 

 

Digital Coupons

Deliver a keys-to-keys experience by extending your support from roadside through repair with Digital Coupons. Your roadside consumers can receive convenient, timely, targeted discounts at leading partner facilities from the Agero repair assistance network.

Agero has built a curated nationwide repair network of leading repair facilities and dealerships. Our matchmaking logic is used to create exclusive offers which help reduce the stress and uncertainty for those who need help determining a tow destination.

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Service Provider Tracking Icon

20% of drivers

need help selecting a tow destination

Agero Digital Coupons

5x more likely

to go to a dealer with a coupon

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>50% of consumers

believe dealer repairs are higher quality

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Desirable Offers

diagnostics, parts & labor, tires, batteries, and more

Command Center

Roadside assistance can hit bumps in the road, too. Swoop Command Center gives your customers the best possible service, experience, and outcome for every event, no matter how challenging.

Swoop Command Center monitors every event, utilizing a series of alerts to escalate cases that need extra support. These triggers activate our Rapid Response team, who use advanced tools and training to resolve any issues that arise.

Our Proact algorithm blends machine learning and real-time tracking to flag and escalate cases with an at-risk ETA, triaging problems before they occur. 

Download our sell sheet here.

Command Center Provided by Agero

Our Command Center team is empowered with technology and skills for premium customer care, effective problem solving, and rapid case resolution. 

Our platform keeps customers up to speed, sending notifications about any changes in service provider status or ETA.

This results in improved customer experiences and outcomes for more challenging events. 

20-30% reduction in customer complaints

100% Event Monitoring, Tracking & Transparency

Data from 50+ million events

 

Agero's Client Portal offers access to reporting tools including event data, dashboards, and more

Reporting

With the Swoop Client Portal,  you have full visibility and transparency into every roadside event right at your fingertips. Detailed dashboards, live activity views, verbatim customer feedback and event drill-down capabilities empower your team to truly leverage your roadside program as a loyalty-building tool.

Dispatch Activity

  • 100% transparency into live and recently-completed events

  • Full visibility into services and frequency, intake channels, and dispatch activity by geography.

Performance insights

  • Snapshots of key metrics provide critical topline information into program performance

  • Comprehensive data visualizations highlight trends over time

  • Detailed dashboards provide insights into specific program features and services

Customer Experience

  • Understand the impact of roadside on your customers through survey results and customer comments

  • Gain insight into key performance indicators like NPS and complaint rate. 

 

Alternative Transportation

Minimize disruption from tow events. Help customers involved in a disabled vehicle event get on with their day by offering a complimentary Lyft ride to their destination of choice. Alternative Transportation with Lyft adds a touch of unexpected convenience to improve the customer experience during in inconvenient vehicle event.

How it works

  • Agents order and pay for rides in a concierge-style experience

  • Rides are triggered immediately or initiated at a later time by customers with the push of a button

  • Customers can track the status and location of their ride – no app required

  • Customers who opt to leave their car before the tow truck arrives will continue to receive service status updates

Agero & Lyft - Big Innovation Award - Winning Product Automotive

 

Alternative Transportation provided by Lyft for Agero Clients
Lyft big

 

Lyft is the second-largest and fastest-growing ride sharing company in the US, and their nationwide network offers service within range of 80-85% of all roadside events. Rider safety is of the highest priority for Lyft and their safety program includes annual criminal background and driving record checks for drivers.