Shelter Road Assist Agent Guide

Shelter Insurance Road Assist Agent Guide

ESCALATIONS MANAGEMENT

Turn high-risk roadside events into memorable brand experiences

Command Center on the Swoop platform is the only fully integrated case escalation solution. With real-time monitoring of every event, the platform identifies potential hiccups in roadside service and flags at-risk jobs for escalated support, ensuring the best possible customer service, experience, and outcome during challenging cases. It is available as an enhancement to new or existing Agero Roadside programs.

20–30% CONTRIBUTES UP TO

REDUCTION IN CUSTOMER COMPLAINTS

*estimated

Benefits

Early job escalation Command Center prevents

Nationwide monitoring Using a variety of proactive and reactive triggers, Command Center adds a back line of enhanced event support to every zip code in the US.

White glove service Highly-trained case managers quickly and frequently follow up with customers, empowered to do what it takes to provide the highest level of customer care.

customer experience issues before they occur by proactively flagging and escalating at-risk jobs.

How It Works

Request for Assistance

Select a Provider

Smith Towing accepts the jobs and provides a 40-minute ETA; the Swoop platform texts Julie the provider’s info and the ETA. Confirm Provider & ETA

Monitor & Identify Risk

Confirm & Revise ETA

Meet Expectations

Smith Towing arrives ahead of the revised ETA. Julie follows up with Emily to ensure she is satisfied with the service.

Julie, an Agero case specialist, assesses the situation, confirms the delay, and revises the ETA,

Sudden traffic puts the ETA at risk of missing the client’s 60 minute Service Recovery Alert threshold, so Swoop escalates the case.

The Swoop selection algorithm offers the job to Smith Towing, a top service provider in the area.

Emily gets a flat tire and uses her smartphone to request roadside assistance.

keeping Emily in the loop by text.

Service Recovery Alert (SRA) A configurable threshold that determines risk severity and escalates to the dedicated Customer Experience Center to prioritize and take action.

Product View & Features

Escalations Alerts can be triggered by proactive and reactive triggers. Customer SMS response can also trigger an Alert.

100% Monitoring Color coded dashboard highlights ETAs which are at risk events to all stakeholders on the platform.

Configurable Configurable dispatch and follow-up logic can be adjusted to meet target outcomes.

System Supported Communication & Action Screen pops provide agents with details and automated text messages alert customers.

About Agero

Agero’s mission is to reimagine the vehicle ownership experience through a powerful combination of passionate people and data-driven technology. As the #1 B2B, white-label provider of digital driver assistance services, we’re pushing the industry to redefine manual processes as digital, transparent and connected. The company has over 150 million vehicle coverage points in partnership with leading automakers, insurance carriers and others. Managing one of the largest national networks of independent service providers, we respond to approximately 12 million service events annually. Agero, a member company of The Cross Country Group, is headquartered in Medford, Mass., with operations throughout North America. To learn more, visit www.agero.com.

COMMAND CENTER VIDEO

Restore customer trust after challenging roadside events.

Winback turns challenging roadside experiences into brand-building opportunities. Dedicated case managers proactively engage dissatisfied customers, using empathy to reestablish brand trust and boost customer loyalty. Winback is available as an enhancement to new or existing Agero Roadside programs.

Benefits

Convert Detractors to Promoters Rebuild customer loyalty and improve NPS through proactive engagement and a commitment to making things right.

Earn Trust Through Empathy Case managers trained in attentive listening and empathy serve as your brand ambassadors, showing your customers that you hear their concerns and are there to support them.

Resolve Complaints Before They Spread Manage customer frustrations before they intensify with an integrated technology platform that flags and escalates events as they happen.

MOST CUSTOMERS CALLED WITHIN

presented by Business Intelligence Group

1 HOUR

96%

OF WINBACK CASES ARE RESOLVED WITH AN APOLOGY OR EXPLANATION

How It Works

Winback continuously monitors completed roadside events to identify and engage unhappy customers.

Intake

Engagement

Resolution

Follow-up

Specialized dashboards flag customers who express dissatisfaction with their service, seamlessly escalating cases to the Winback team.

Dedicated case managers, trained in empathy and complaint resolution skills, proactively contact dissatisfied customers to resolve their issues.

Case managers are empowered to offer goodwill, reimbursement, a refund or a simple apology to make things right with customers.

Any complaints received during a Winback call that are not related to the roadside experience are forwarded back to the client’s customer service center for follow-up.

The Winback Impact

AVG PRE-WINBACK NPS SURVEY SCORE

1.9

1 3%

CONVERTED FROM NPS DETRACTORS TO NPS PROMOTERS

CONVERTED FROM NPS DETRACTORS TO NPS NEUTRALS

9 10

AVG POST-WINBACK NPS SURVEY SCORE

7.0

7 8

About Agero

WINBACK VIDEO

Alternative Transportation with Lyft Minimize disruption from your tow events Arrange a convenient Lyft ride to quickly get your customers back on their way, minimizing the disruption of their vehicle breakdown. Alternative Transportation is available as an enhancement to new or existing Agero Roadside programs.

YOUR BENEFITS

Convenience. Quickly get customers back on their way – no need to call friends and family for a ride!

Reach more customers. Alternative Transportation is now available on all intake channels to reach up to 44% more customers. Build brand loyalty. Add a caring touch to an unfortunate situation, resulting in an average +4 NPS lift when a ride is offered. Configurable. We work with you to determine which services include the offer, the voucher value and expiration, and number of rides offered.

CUSTOMER EXPERIENCE

Seamless at every step, from speaking with roadside assistance to getting the complimentary Lyft home. It was a very professional, stress-free experience. – Kimberly S. Thanks for setting up a Lyft ride so we could get to airport before roadside assistance arrived! – Stephen F.

WINNING PRODUCT AUTOMOTIVE

How it Works

Customer submits a request Customer submits a tow request from any intake channel.

Quick & Seamless Ride Offers Once the job has been accepted, the customer receives an SMS text message offering a Lyft ride.

Accepting the offer without the Lyft app The customer accepts the offer and receives an SMS message with a link to quickly and easily create an account and access the offer. OR notification with ride details and status updates, along with a visual tracking link. Accepting the offer with the Lyft app When the customer accepts the SMS offer, they receive an in-app push

Our Partnership Alternative Transportation is provided in partnership with Lyft, the second-largest and fastest-growing ride sharing company in the US.

+ Lyft’s network offers service within range of ~85% of all roadside events

+ Annual criminal and driving record checks for every driver

+ Driver and car details shared with riders to verify they are getting into the right car

+ Real-time family and friend location and route sharing with the push of a button

About Agero

ALTERNATIVE TRANSPORTION VIDEO

Actionable roadside insights to build stronger customer relationships

Get a detailed look into your policyholders’ Road Assist experience events with a dashboard that offers full visibility into each service request and metrics on the customer experience. Take advantage of timely new opportunities to engage with and support your customers. The Roadside Action Insights Dashboard (AID) was designed and built for insurance agents by Agero, Shelter’s trusted roadside partner.

Benefits

Diagnose Specific Events Use event details and customer comments to understand the details of each event.

See the Big Picture Insights into the ERS customer experience for both your policyholders and your state.

Timely Insights Near-real time data enables timely, proactive outreach and support.

Increase Revenue Follow up after a positive event to ask about a testimonial, referral, or additional coverage opportunities.

The Roadside Impact

SHELTER CUSTOMERS ASSISTED BY AGERO

CUSTOMERS THAT USED THEIR ROADSIDE COVERAGE VS. DIY

1 IN 2 DR IVERS

87%

RENEWAL RATE INCREASE 35%

WILL HAVE A ROADSIDE EVENT EVERY YEAR*

STRONGLY RECOMMEND THE SERVICE

ONLY 1 IN 5 DRIVERS WILL USE THEIR ROADSIDE COVERAGE DURING AN EVENT*

(2023 data)

*Source: Agero 2023 Consumer Research Study

Roadside Action Insights Dashboard

State-level Metrics View aggregate ERS customer experience metrics for all policyholders in your state

Filters Filter data by customer experience or by date range

Policyholder Metrics Aggregate ERS customer experience metrics for your policyholders

Help Center Everything you need to understand and use the Roadside AID including an overview, dashboard, program coverage details, glossary, and more

Activity Feed Quickly see the details of each event, including contact details, location type, service type, and customer experience outcome

Verbatim Comments Read the actual comments left in post-event surveys

Get started by accessing Roadside AID on the Shield Portal. For a step-by-step video walkthrough, scan the QR code.

About Agero

Recharge your customer relationships with actionable roadside insights

Every roadside event is a potential hero moment for Shelter Insurance ® agents. Roadside events happen all the time. In fact, the average driver experiences a flat tire, dead battery, lockout, or mechanical breakdown once every two years.

WILL HAVE A ROADSIDE EVENT EVERY YEAR 1 2 IN DRIVERS

1 5 ONLY DRIVERS WILL USE THEIR ROADSIDE COVERAGE DURING AN EVENT IN

Welcome to the Roadside Action Insights Dashboard! Roadside AID gives you the power to provide proactive support and build on the momentum of positive roadside experiences.

87% STRONGLY RECOMMEND THE SERVICE

RENEWAL RATE INCREASE 35%

Shelter customers assisted by Agero

Customers that used their roadside coverage vs DIY

Roadside AID gives you a detailed look into the policyholder’s Road Assist experience so you can provide proactive outreach and support to your customers.

See the Big Picture Insights into the customer experience for both your policyholders and your state.

Timely Insights Near-real time data enables timely, proactive outreach and support.

Increase Revenue Follow up after a positive event to ask about a testimonial, referral, or additional coverage opportunities.

Diagnose Specific Events Use event details and customer comments to understand the details of each event.

EXPLORE THE DASHBOARD

Net Promoter Score Understand the customer experience with satisfaction and loyalty scores.

2 Performance Metrics

View the key metrics for your office and compare them to your state’s performance.

3 Performance Breakdown Access detailed metrics like arrival time, service type, digital app requests, and volume breakdown over time.

Activity Feed Quickly view the details of each event including location, type of service, event status, and arrival time.

Customer Feedback See individual survey responses and read actual customer comments left in post-event surveys.

Support is always just a few clicks away The Agent Engagement team is available for post or live event support. Simply send a message or request a call back.

Ready to unlock the power of Road Assist?

Access the Roadside Action Insights Dashboard from the Shield Portal to get started.

For more information, scan the QR code to watch a demo.

www.agero.com

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