Transforming Roadside Assistance Services with NEONNOW

About Roadside Protect

At Roadside Protect, ensuring a seamless experience during critical moments is paramount.

Comprised of hundreds of experienced professionals across multiple sites, the contact centre team at Roadside Protect manages some of the country’s largest roadside contracts and motor club programs.

They deliver unparalleled service 24/7 by prioritising prompt, transparent, and responsive attention to customer needs. Their commitment to excellence has made them a trusted partner in the roadside assistance industry.

"At Roadside Protect, we help people in need. Our mission statement is 'no driver left behind.' We accomplish this by offering white glove customer service, 24 hours a day, seven days a week, 365 days a year. We equip our agents with the tools they need to provide the best customer experience, leveraging technology to enhance our service.”

Jim Wohlever, COO, Roadside Protect

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The Problem

Roadside Protect had successfully implemented Amazon Connect, but they faced challenges with support and innovation. Understanding that innovation is key for business growth, they needed a partner who could provide both a steadfast platform as well as invaluable expertise in driving the necessary innovations to align with their evolving business needs.

“Our previous technology held us back. We experienced issues with dropped calls, inability to retrieve performance reports, and overall system instability. Our agents were frustrated because they were solving technology problems instead of customer problems. We knew we had to make a change to stay customer-centric.” Randy Stern, Chief Client Office, Roadside Protect

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The Solution

Roadside Protect chose NEONNOW powered by Amazon Connect to stabilise their operating environment and implement key enhancements to their existing contact centre operations.

The CloudWave solution for Roadside Protect includes;

1. Migrating AWS accounts into CloudWave managed service environment, enabling proactive security alerting via Security Hub and proactive management of AWS best practices via service control policies.
2. Deployment of NEONNOW for Voice, Email and SMS
3. Deployment of NEONNOW Insights with data lake and QuickSight reporting
4. 3rd Party Telecommunication Services for Toll free, DID and SMS capabilities.
5. Bespoke Report creation
6. Ongoing Innovation Workshops

The CloudWave team initially consulted with Roadside Protect to understand what their pain points where, building out a roadmap of improvements to improve stability, enable additional features, and reduce costs. Once the plan was agreed, CloudWave’s project team set to work delivering on its tried and tested project methodology to design the new solution and systematically build, test and deploy.  Managing risk and multiple providers along the way to ensure a seamless transition from old to new.

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The Benefits

The solution resolved recurring issues experienced with the previous system, resulting in improved user satisfaction.

1. Stabilized Environment - NEONNOW provided a stable platform, eliminating the issues faced with the previous system. Dropped calls became a thing of the past, allowing agents to focus solely on assisting customers.

2. Improved TCO – By using more Amazon Connect features, it allowed Roadside Protect to turn off legacy software services and realise significant savings.

3. Insights and Reporting - NEONNOW Insights reporting empowered Roadside Protect with real-time and historical analytics. Managers could track key performance indicators (KPIs) and make data-driven decisions to enhance service quality.  

4. AWS Managed Service -  The managed AWS environment ensured reliability and security, allowing Roadside Protect to be assured that its AWS services are being proactively monitored to AWS best practice guidelines.

5. Custom Development and Innovation Workshops -  NEONNOW’s team of certified engineers supported ongoing innovation, ensuring Roadside Protect stayed ahead of the curve.

“NEONNOW has allowed us to focus on serving our customers while NEONNOW takes care of our technology needs. Our partnership has exceeded expectations, making our future look brighter than ever." Dean Raschke, Founder and CEO, Roadside Protect

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