Swifter. Higher. Stronger: 2024 Midyear Update

Written by Eliahu Sussman – Director, Roadside Engagement | Jun 25, 2024 8:01:55 PM

In 2024, we’re improving on the successes of 2023 to make your driver assistance programs shine.

The 2024 Summer Olympics are just around the corner, and here at Agero we incorporate their motto “Swifter. Higher. Stronger.” into our everyday approach for platform and product success.

Throughout the first half of 2024, we’ve continued making big investments in our platform and products. Our emphasis has been on taking everything we do in our core products and making them better – improving the experience for roadside customers and service providers, while laying the foundation for faster optimization, smarter algorithms, cleaner data, and more scalable, nimble solutions.

The impact of our ongoing technology enhancements to the roadside business continue to be clearly demarcated in our data.

Comparing H1 2024 from the same period during the prior year, we are seeing:

Better dispatch efficacy	+760 basis points in jobs dispatched to a provider via Swoop’s Auto Assign process
Dispatching almost all jobs to our trusted, vetted providers	+300 basis points to in-network tow and road providers, exceeding 99.6% of all dispatches in May 2024
Getting providers on scene faster	-3 minutes in Roadside Cycle Time, which measures the time from when we begin securing a provider to when help arrives on scene
More satisfied customers and higher brand affinity	+3.7 points of Net Promoter Score across all programs
Less noise	-20 basis points on customer complaints across all programs

There are scores of projects underway contributing to the high-impact metrics, including these H1 2024 efforts:

Quality Score enhancements: Updates to the machine learning algorithm in Swoop’s provider selection criteria to include historical and estimated completion rate alongside NPS, leading to +80 basis points in completion rate.
Quality GPS enhancements: Improved data collection around location-based tracking from 3rd party platforms is unlocking opportunities to increase consistency and availability of truck tracking for customers.
Live Location Confirmation: Increasing precision of disablement location through geolocation confirmation from the customer.
Live support process enhancements: An emphasis on consistency with our live event support teams has enabled +500 basis point improvement in first-call resolution, a metric that tracks if customers need to call back in for additional help after speaking with an associate.

We’ve also been hard at work exploring additional solutions that can bring new value to our clients.

Accident Management: Generating cost savings for clients & efficiency for customers

Smart Triage: We’re on the verge of launching our initial pilot to use accident scene photos to repairability accuracy following a crash, saving carriers time and expense
Smart Messaging: Reducing cycle time by automating outreach to customers when additional info is required to progress a case
AM Dashboard Enhancements: Supporting adjusters with increased visibility into job status & details, as well as the ability to chat digitally with our agents (coming late Q3)
The overall solution is reducing the total cost per claim by an average of $50 from 2023

Always be training

Looking past the olympic season, we’ll continue pushing the limits of what we can achieve. We’re especially excited about continued truck tracking enhancements, stronger funnel optimization to reduce canceled jobs, and pilots to use cutting-edge tools to empower our associates to be even more effective in supporting your customers.

In an environment as dynamic and complex as driver assistance, there’s always work to be done increasing resiliency, adding capabilities, reducing user friction, and increasing scalability and consistency. We want to see your brands on the podium for the gold medals, year after year, event after event. That’s why we’ll never take our foot off the accelerator.

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