Agero Insights

Agero’s market leadership and innovation for EV roadside solutions were key drivers in Ford Motor Company’s decision to renew the partnership. 

MEDFORD, Mass. – June 6, 2024 – Agero, the leading white-label provider of digital driver assistance services and software for the majority of automotive and auto insurance brands, successfully renewed its multi-year partnership with Ford Motor Company to deliver industry-leading roadside assistance solutions to tens of millions of Ford drivers across the U.S. 

Agero has expanded its premier roadside assistance offerings to include advanced programs and service enhancements for Ford’s growing segment of electric vehicle (EV) owners. The EV market continues to surge in the U.S. and is projected to experience an annual growth rate of 18.2% through 2028. 

“We are elated to continue working and innovating alongside Ford, a trusted industry icon and preeminent automotive leader,” said Cathy Orrico, Agero’s Chief Commercial Officer, Automotive. “Ford is well-known for putting customers first as part of its powerful commitment to a driver experience that enhances people’s lives. We continue to build upon our strong relationship to meet the evolving needs of Ford and its drivers while delivering a differentiated brand-family experience.” 

Agero brings to its longstanding partnership with Ford a rich history of successfully delivering white-label roadside assistance programs that put its clients’ brands front and center, which is especially important for the Ford and Lincoln brands. Over the last five decades, Agero has refined its ability to configure and implement outcome-based roadside assistance packages of all sizes and types for automakers. In addition, it offers a full suite of roadside assistance services, along with an independent, agile network of trusted service providers and a sophisticated, data-driven platform that creates an unparalleled end-to-end user experience. 

Since the launch of the first commercially available plug-in hybrid in 2010, Agero has recognized the need for an enhanced EV driver experience that provides brand-building roadside assistance catering to the unique service requirements of these vehicles. The company pulls from its experience servicing over 250,000 EVs in 2023, leveraging insights from a wide range of EV makes and models to meticulously train its curated service provider network and dispatch agents to deliver specialized care while creating service enhancements that delight today’s EV driver.

Agero’s suite of services is designed to transform the disablement experience for Ford and Lincoln owners and includes:

• Roadside Assistance Designed Specifically for EVs. Having serviced 250,000 EV roadside incidents last year, Agero understands that these vehicles have unique service requirements and present a learning curve to new EV drivers. Agero delivers specialized EV roadside assistance with program enhancements that include mobile charging services to mitigate range anxiety, tire maintenance services as most EVs do not carry a spare, and Digital Fix remote services that provide step-by-step DIY solutions for drivers to troubleshoot and resolve EV issues. Additionally, Agero’s service provider network is specially trained to service EVs to ensure top-notch care for Ford owners. 
  
  
• Transparent, digital experience. With multiple digital request options, including integrations with the FordPass and Lincoln Way mobile apps, drivers have seamless access to quick assistance and support, including text or live call options, service dispatch details, live truck tracking, and more. Agero also has trained customer support agents available and ready to service customer requests as needed. 
  
  
• Dynamic service provider dispatching. Agero works with and curates a robust network of vetted service providers, ensuring the ideal provider with the right service capabilities is dispatched to the correct roadside event each time, providing faster and more reliable service. All service providers are held to the highest performance and compliance standards to enable effortless 24/7 roadside support to 100% of U.S. zip codes.
  
  
• Customer experience center. Agero’s expertly trained support specialists deftly manage customer issues or complaints with compassion and knowledge, mitigating negative sentiment during challenging events to ensure Ford drivers receive the highest level of attention and care.
  
  
• Comprehensive reporting. Visibility and transparency are crucial to providing Ford owners the highest level of service while offering unique insights into their fleet, particularly new EV models. Agero’s holistic reporting capabilities include detailed dashboards, live activity views, and verbatim customer feedback, providing complete insight into every roadside event. This in-depth program analysis allows for smarter program expansion and model-specific enhancements.

To learn more about Agero’s industry-leading roadside assistance products and services for automakers and how you can partner with them, visit: https://www.agero.com/industry-solutions/automakers.

About Agero
Wherever drivers go, we’re leading the way. Agero’s mission is to reimagine 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 independent 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 Ford Motor Company
Ford Motor Company (NYSE: F) is a global company based in Dearborn, Michigan, committed to helping build a better world, where every person is free to move and pursue their dreams.  The company’s Ford+ plan for growth and value creation combines existing strengths, new capabilities and always-on relationships with customers to enrich experiences for customers and deepen their loyalty.  Ford develops and delivers innovative, must-have Ford trucks, sport utility vehicles, commercial vans and cars and Lincoln luxury vehicles, along with connected services.  The company does that through three customer-centered business segments:  Ford Blue, engineering iconic gas-powered and hybrid vehicles; Ford Model e, inventing breakthrough EVs along with embedded software that defines exceptional digital experiences for all customers; and Ford Pro, helping commercial customers transform and expand their businesses with vehicles and services tailored to their needs.  Additionally, Ford is pursuing mobility solutions through Ford Next, and provides financial services through Ford Motor Credit Company.  Ford employs about 177,000 people worldwide.  More information about the company and its products and services is available at corporate.ford.com.

Media Contact: 
Jeannine Booton, Agero
jbooton@agero.com
617.905.2477