(Image credit: Larisa Koshkina.)
Agero, Inc., a provider of software-enabled driver assistance services for automotive manufacturers and insurers in North America, and transportation network company, Lyft, have announced a partnership aiming to modernize and streamline the roadside assistance experience for consumers. The partnership, which follows a widely successful pilot program, introduces the market’s only integrated and on-demand alternative transportation program for breakdowns requiring a tow, according to a joint statement.
The Agero/Lyft partnership will provide consumers requiring a tow with the option of a complementary Lyft ride from the disablement location, repair shop or dealership to their home or destination. The stated goal is to not only minimize consumer disruption, but also provide greater peace of mind to drivers during their time of need.
“One in three drivers will have a breakdown event each year and approximately half of those breakdowns require a tow,” comments Luis Quiroga, VP, product marketing and innovation, Agero. “While it has always been Agero’s mission to get consumers back on the road safely and effectively during these stressful times, our partnership with Lyft further enables us to deliver a differentiated, on-demand and convenient experience consumers expect, while also helping our insurance and automotive clients increase their customers’ satisfaction and drive brand affinity.”
The Lyft ride-sharing service will be offered during the initial roadside service request with Agero and can be delivered via two experience models, as described in the joint statement:
- Agent-Assisted:An Agero customer service representative schedules the ride on the customer’s behalf and handles payment directly for a concierge-like experience. Ride information, including approximate arrival time, driver name, vehicle make, model, color and license plate number are delivered to the customer via text message.
- Self-Service:A voucher code is delivered to the customer via text, enabling the customer to have full control over scheduling the service at their convenience using their own Lyft account.
The companies’ report that additional digital integrations within Agero’s suite of omnichannel service request options, including mobile app and on-demand web app, will be rolling out starting in Q3 2019.
“At Lyft, our mission is improving people’s lives with the world’s best transportation,” comments Gyre Renwick, VP, Lyft Business. “We know the traditional roadside assistance market is changing, and our work with Agero creates a truly unique service experience that is reshaping how roadside support is delivered while elevating the consumer experience.”
Following the pilot program, the service was shown to both increase customer satisfaction and generate positive sentiment, delivering the following results, according to the joint statement:
- Improved Net Promoter Score (NPS): NPS improved for all consumers offered alternative transportation, even those who did not accept.
- Increased Satisfaction: Of those consumers that accepted a ride, a majority reported high satisfaction with the service.
- High Potential Adoption Rate: Nearly all consumers indicated they would consider using this service as part of their roadside program.