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%
6%
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
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 info.agero.com/winback.
© February 2023 Agero, Inc. All Rights Reserved. 400 River's Edge Drive, Medford, MA 02155
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