We've designed product add-ons with one goal in mind: enhancing the customer experience. From alternative transportation offers to digital coupons, these upgrades are sure to make an impression on your customers.
All customers with poor NPS results are automatically flagged for follow-up on the Winback dashboard
Dedicated case managers are trained in empathy and complaint resolution, so that customers feel listened to and supported
Case managers have the discretion to make things right with customers, by providing goodwill or simply offering an apology
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
Winback improves customer NPS scores by 1-2 points
Winner of the 2019 Business Intelligence Group Excellence in Customer Service Award
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.
need help selecting a tow destination
to go to a dealer with a coupon
believe dealer repairs are higher quality
diagnostics, parts & labor, tires, batteries, and more
Roadside assistance can falter. Recover the customer experience before issues arise with Command Center.
Command Center automatically flags events with high likelihood of a missed ETA, utilizing intuitive case management dashboards built on a world-class platform. Our proprietary machine learning algorithm, trained with data from over 50 million events, can accurately predict missed ETAs in any zip code in the US. Download our sell sheet here.
Highly trained case managers resolve service issues before they become visible to customers, establishing trust and loyalty. Case managers are empowered to do what it takes to resolve the issue and provide customer care,
resulting in a 20-30% reduction in customer complaints. In 2018, we received the Digital Edge 50 Award for our Proactive ETA risk prediction model, which fuels our Command Center upgrade.
Map view shows in-progress and recently completed events, with real-time analysis of event trends, outliers, and key metrics, including survey feedback.
Customizable reports include real-time data access, analysis by location and frequency, customer satisfaction scores, and more.
Filters enable quick insights to help you drill down into the data.
Access full case details in an easy-to-read summary which includes maps, customer feedback, intake channel, and case notes.
Sophisticated filters and a clickable map enable easy analysis.
Minimize disruption from tow events. Help customers involved in a disabled vehicle event get on with their day by offering a Lyft ride to their destination of choice. Alternative Transportation with Lyft increases NPS by over 4 points when customers are offered a ride, even if they choose not to take it.
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
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.
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