Pushing the Frontiers of Roadside Assistance
Significant transformations in the automotive industry are spurring a change in the way consumers activate roadside assistance. A new era is emerging with a general shift from cars to mobility, self-driving vehicles, and new practices as seen in the rise of car-sharing.
Seizing the digital revolution
Our comprehensive offer ranges from phone fix, repair-on-spot, towing, and replacement car offers to trip organization and assistance. In all of what we do, Europ Assistance is committed to harnessing the latest innovations to customers.
One example is Digital Roadside Assistance (DRSA), a truly distinctive digital solution that geo-locates vehicles, facilitates access to the assistance requests and provides simpler, faster, real-time information throughout the entire process.
A first of its kind in the assistance industry, “DRSA” is part of a multichannel contact solution, fully integrated into an end-to-end digital customer journey that provides service via web, phone, chat bot and virtual agent.
Listening to customers needs
With 6.9 million roadside assistance interventions per year, we make sure that we are listening to customer needs to get a better understanding of the services end-users most seek. Using our Net Promoter System (NPS), we found out that one of the most frequent demands of customers was the ability to receive real-time information as they wait for patrols to arrive on-site.
Our reach is ever-expanding. We have recently strengthened our position by forming the European Road-service Alliance (ERA Automotive), bringing together unrivalled levels of technical expertise, experience and reach throughout Europe.
Thanks to this, we are now leveraging these capabilities across a wider range of countries and enriching our value proposition.