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.
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