For 50 years, Agero’s customer support associates have served as the first point of contact for drivers in need over 25,000 times a day, playing a vital role providing empathetic help and reassurance during times of high stress. In recent years, Agero has further strengthened its service excellence with the addition of digital solutions that have optimized agents’ work and created greater process efficiency, allowing Agero to help more customers in need. This includes:
Machine learning case management models that optimize service speed and performance.
Responsible and automated contact center tools that drive process efficiencies and provide the right context for each service event.
With these capabilities, Agero’s customer service organization rose to the new challenges presented by the pandemic and continued to provide industry-leading service in a year like no other.
“Emergency services is about managing the unexpected and we are used to dealing with crisis. However, providing roadside during a pandemic has been a powerful test in technology implementation, empathy, agility and resilience,” said Chris Richard, vice president, call center, operations, Agero. “This challenging environment had brought out the best our agents have to offer. While our digital intake and case management technologies have optimized our processes for simpler cases, our agents’ empathy and resourcefulness have helped deliver peace of mind to our customers during situations made incredibly complex due to the global pandemic.”
“On the frontline of our uncertain times are customer service professionals and suppliers without whom we wouldn’t be able to live as comfortably as we have for the last year,” said Maria Jimenez, chief operating officer of the Business Intelligence Group. “It is our honor to recognize Agero as they are leading by example and making real progress on improving the daily lives of so many.”
Organizations from across the globe submitted their recent innovations for consideration in the BIG Excellence in Customer Service Awards. Nominations were then judged by a select group of business leaders and executives who volunteer their time and expertise to score submissions.
About Agero Wherever drivers go, we’re leading the way. Agero’s mission is to rethink the vehicle ownership experience through a powerful combination of passionate people and data-driven technology, strengthening our clients’ relationships with their customers. As the #1 B2B, white-label provider of digital driver assistance services, we’re pushing the industry in a new direction, taking manual processes and redefining them as digital, transparent and connected. This includes: an industry-leading dispatch management platform powered by Swoop; comprehensive accident management services; knowledgeable consumer affairs and connected vehicle capabilities; and a growing marketplace of services, discounts and support enabled by a robust partner ecosystem.
The company has over 150 million vehicle coverage points in partnership with leading automobile manufacturers, insurance carriers and many others. Managing one of the largest national networks of service providers, Agero responds 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.
About Business Intelligence Group The Business Intelligence Group was founded with the mission of recognizing true talent and superior performance in the business world. Unlike other industry award programs, these programs are judged by business executives having experience and knowledge. The organization’s proprietary and unique scoring system selectively measures performance across multiple business domains and then rewards those companies whose achievements stand above those of their peers.
Kate leads public relations and social media for Agero, helping the company translate its vision and leadership into impactful and meaningful stories for the public at large. Responsible for helping Agero amplify its brand mission, support product awareness and increase understanding with clients, consumers, service providers, current associates and potential employees, Kate leverages her over 10 years of experience in this fast-paced role. When not at work, she enjoys spending time with her husband, young daughter and chocolate lab, Penny.