We are incredibly proud to have recently been honored with our sixth CIO 100 award, a win that marks not only the next evolution of our roadside platform, but of our company as we enter our 50th year.
Thirteen years ago, we celebrated the enormous victory that was our first CIO 100 award, given in recognition of our industry-leading CRM-based roadside platform, OneRoad. Tailored to our unique customer needs, OneRoad was built on best-in-class technologies to allow complete configuration of each client and a guided experience for each of our contact center associates. Coming full circle, we have now been awarded for our new vertically-integrated dispatch platform, Swoop, which is becoming the basis for our flagship digital driver assistance product at scale.
This award acknowledges the work of our entire organization, our more than 2,800 employees, in helping advance a platform transformation with Swoop that has woven itself into every corner of our business and has brought new opportunities for our expanding ecosystem of clients, service providers, partners – and beyond.
The right path forward
We have been building the pieces and evolving with the needs of the industry for almost 50 years, growing our services and support to be more responsive, to enable new channels for outreach, and to deliver more transparency. But as our scale rapidly increased, with volume growing into the tens of millions of events a year, and consumer habits and expectations shifting rapidly, a significant change was necessary. What we needed was to modernize our platform and rethink our business.
And the work we have completed in the last few years to become a fully digital organization, powered by Swoop, has done just that. We have worked together to strengthen our unique combination of people, scale, and technology.
A One Agero approach
But this digital shift didn’t happen in a vacuum: we transformed nearly every facet of how we operate, internally and externally. Our entire business evolved to create complete alignment and collaboration across the organization. From IT to finance, marketing to HR, contact center operations to network management, and every thing in between, we have had a maniacal focus on driving towards digital. As a result, today we are working in timelines of days and weeks rather than weeks and months; we have even greater resiliency as a 24x7x365 emergency services business; and we are enabling new digital capabilities for our clients and providers.
From analog to digital, our communication channels are empowering clients to more seamlessly cater to consumer choice. Mobile Web, Web App and plug-and-play Client API are enabling the self-service experience customers increasingly want – and expect – from the brands they purchase from. For critical cases, and those that may need additional support, our highly-trained and tiered agent workforce can intervene to provide additional peace of mind to drivers and keep the service event on track.
Opening the door to more
With all of this has come a way of bringing a new Agero into the world. This transformation has been imperative in our ability to build out the Swoop software into a flexible platform upon which our entire business will very soon sit. Importantly, it also made the volume migration from OneRoad to Swoop – an impressively massive undertaking – possible.
Further, it has enabled us to entirely reshape the driver assistance experience from a linear one into one powered by a truly interconnected service ecosystem. We are now no longer focused singularly on the breakdown event, but on supporting the entire vehicle ownership lifecycle from across every point of view: consumer, automaker, insurer, dealer, repairer and service provider. This includes extended marketplace offerings that pair consumers with Agero partners for everything from maintenance to fuel and EV charging to parking, and much more; more service opportunities for dealerships and repair shops; a global SaaS product, and even a direct to consumer roadside skill for Amazon Alexa devices – Blink Roadside – providing us with learnings we can apply back to our work with clients, and more.
This latest CIO 100 recognition is an incredible testament to how nimble, agile, strategic and creative the entire Agero organization has been and will continue to be. From integrating a truly transformative platform, to finding to new ways to collaborate with new and long-time colleagues, clients and partners, to identifying new opportunities to tell our story and help more drivers globally, our teams have shined. As our founder, Sid Wolk, always says – the best is yet to come.
Meet the Author: Dave Ferrick