Agero Insights

When Winter Storm Fern swept across the country late January 2026, it brought more than just freezing temperatures and hazardous roads - it brought a massive surge in demand for roadside assistance. At Agero, we know that severe weather isn't just a dangerous inconvenience on the roadways, it is a critical moment to show up for drivers when they need us most.

As an industry leader, we don't just manage these surges; we pioneer the solutions that keep people moving, even in the toughest conditions.

Early Storm Monitoring and Readiness Preparation

The week leading up to the storm, we closely monitored the situation and took proactive steps to ensure we were fully prepared to support a surge in volume while maintaining our service at the highest levels.

• Capacity Expansion: We secured increases in staffing capacity across all internal and partner contact centers, including the reallocation of trained support resources to the front lines.
• Provider Engagement: Our performance managers actively coordinated with top-tier service providers in the 20 highest-impact states, utilizing targeted incentives to ensure priority commitment and on-the-ground readiness.
• Platform Optimization: We implemented preemptive adjustments for selection logic and agent process handling to reduce the time to secure services in impacted areas. In addition, we implemented a total technology "release blackout" to ensure platform stability, supported by twice-daily executive briefings to monitor storm movement and adjust resource allocation in real-time.
• Enhanced Customer Safety Protocols: Specialized extreme weather guidelines for all contact center associates were activated, prioritizing immediate safety verification and empathetic situational assessments for every caller.
• Client Communications: We maintained communications with our clients leading up to and throughout the storm, keeping them informed of our network status as well as any key updates.

Harnessing Scale to Weather the Storm

While every event presents a unique challenge, the synergy of our scale, cutting-edge technology, and dedicated teams allows us to absorb the shock and provide seamless service each and every time.

• Resilient Technology: Our Swoop platform is engineered for scalability. By leveraging large datasets paired with machine learning, we dispatch the right provider with the right equipment needed to ensure a fast, safe roadside experience- regardless of the forecast. Our digital-first approach keeps customers informed and supported every step of the way.
• Agile Teams: Our agents are trained to support customers throughout each stage of the journey, with specialized teams to support these types of challenging events. To ensure redundancy and disaster protection, we employ a diversified, scalable workforce across national and global locations.
• Dedicated Service Provider Network: In the face of extreme weather or everyday hurdles, our highly vetted network of providers are the true heroes- stepping up to deliver life-saving support to customers in need. We provide resources and training programs to our providers, such as incentive programs, performance dashboards, and a self-service vehicle handling library, to fuel their growth and encourage high performance.

The data from Winter Storm Fern is a true testament to our incredible operational efficiency and dedication. As the weather worsened, we experienced a 55% increase in operational demands and a 70% inflation in contact volume.

• Peak Performance: We managed an average of 48,000 jobs per day, a significant jump from our standard 30,000.
• Massive Reach: Our teams handled 200,000 contacts and successfully completed 192,000 jobs.
• Unmatched Reliability: Despite the volume surge, our abandonment rate remained below 5%.
• Collective Effort: This success was driven by a massive, unified push across the entire organization. Our associates stepped up as true heroes, logging over 1,000 hours of overtime. Even our leadership and Performance Enablement teams jumped back onto the phones, contributing an additional 420 support hours to ensure no driver was left waiting.

Our performance during this storm proves that resilience is not a static trait, but a practiced capability. By harmonizing a sophisticated digital infrastructure with a deeply committed workforce, we turn potential disruptions into demonstrations of reliability. No matter how high the surge, our partners can trust that we have the scale, the platform, and the dedication to keep their customers moving forward.

Human Stories, Real Impact

While we lead with data and technology, we never lose sight of the human element at Agero. Behind every one of those 192,000 jobs is a real person in need. Here are just a few stories from the drivers we assisted during the storm:

"I have $5 to my name until tomorrow. I could not have afforded a tow truck today and the complementary Lyft is taking me tomorrow at 2:00. I’m writing a check. Single Mom not by choice. [Insurer] SAVED me mentally, emotionally, and financially." -Kate, Bloomington, IN

"I was in a deadly situation on a dark road. Tired coming from a 12 hr shift. It is 8 below zero. I didn’t know what to do. Thanks be to GOD... Communication was the key. Above and beyond the call of duty. I can rely on you guys always. GOD BLESS." -Maurice, Monee, IL

"...he kept a smile on my face while I was crying because of the storm and trying to do my due diligence as a nurse... This person traveled over 50 miles to come pick me and my car up... I am so grateful for him and everything he did to make sure that I got back to my job so I can provide for myself and my children." -Sarah, Cincinnati, OH

Masters of Tech, Masters of Service

Moments like these are a powerful reminder of why our mission matters. Many companies are masters of tech; others are masters of service. We are both: using innovative technology to power a deeply human experience.

Thank you to all of our dedicated team members who stepped in and stepped up, and to our partners who trust us to be the lifeline for their customers when it matters most.

These instances underscore the value roadside assistance brings to your brand. Discover how to keep roadside top of mind for your customers with ARCH, our comprehensive roadside content library.