Agero Introduces Enhanced Analytics to Support Roadside Assistance Services

In order to more proactively and precisely respond to roadside assistance calls this winter, Agero has integrated historical data and the 8 million-plus roadside event it responds to annually to predict where resources will be needed.

Agero has introduced what it calls a major enhancement to its predictive analytics to anticipate weather-related calls for driver assistance. The Medford, Mass.-based provider of roadside assistance and vehicle/driver safety services will apply historical weather statistics plus data accumulated from the 8 million roadside events it responds to annually to enable its predictive models to forecast weather circumstances across the U.S. more accurately. The vendor will use the insights it derives from the enhancement to proactively prepare for inclement driving conditions in order to be able to respond faster to requests for assistance.

Bryan Sander, SVP, Operations, Agero.

Bryan Sander, SVP, Operations, Agero.

The enhancement to Agero’s predictive capabilities are designed to enable greater agility of response by taking a more granular look at weather events in various ways, including the differing profile of events in various geographies, the vendor says. For example, an ice storm in Atlanta has a very different impact on driving conditions and roadside assistance needs than a five inch snow storm in Boston. This intelligence gathered allows Agero to derive insights that let the vendor tune its services to match the situation.

An Agero statement adds that when a customer needs roadside assistance, the vendor has the ability to push status notifications to the driver’s phone, including a profile and arrival time of the dispatched tow truck.

“Last winter’s Polar Vortex demonstrated how U.S. cities and roadways can come to a standstill as a result of these storms,” coments Bryan Sander, Agero’s SVP of Operations. “During the heaviest days of service requests last winter, our call volume increased by 200 percent. Based on this experience we have enhanced our service to better accommodate these conditions and even worse.”

Agero reports that its analytics tool is based on an algorithm that helps to predict dispatch volume more accurately. This predictive reporting capability outputs an estimated call volume on any given day so the company can ensure its contact centers are sufficiently staffed to handle the increase in service requests during severe weather incidents. The algorithm also prioritizes staffing between contact centers based on the weather conditions at each site.

Mobile-Optimized Customer Website

The enhanced service also includes a mobile-optimized website that drivers can access through their cell phones, tablets or desktops, enabling customers to submit a service request at their convenience, according to Agero. In addition to providing an expected wait time, this solution also reduces the overall hold times by freeing up phone lines and allowing contact center operators to more quickly dispatch assistance to stranded drivers, a vendor statement asserts.

“We’ve taken the data from last winter’s extreme conditions and integrated that into our predictive analytics tool to help us quickly understand how storms will likely affect our customers and ensure that the roadside assistance provider is there as quickly as possible,” Sander adds.

During the winter Agero maintains heightened contact with its network of over than 30,000 service providers to guarantee their preparedness, in addition to frequent client communications keeping all apprised of what is happening in real time, the vendor says.

 

 

Anthony R. O’Donnell // Anthony O'Donnell is Executive Editor of Insurance Innovation Reporter. For nearly two decades, he has been an observer and commentator on the use of information technology in the insurance industry, following industry trends and writing about the use of IT across all sectors of the insurance industry. He can be reached at [email protected] or (503) 936-2803.

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