About
This is the fastest way to request help on the road. As Allianz Partners, we offer robust and homogeneous digital tools. Our ever-evolving digital customer journey offers innovative features to make mobility and assistance simpler and safer
Innovation presentation
At Allianz Partners we defend the maxim of making people's lives easier. We provide peace of mind to our clients and customers with transparent, simple and intuitive solutions, supporting customers throughout key moments of life, fully digitalized with the ‘human touch’. Our goal is to be the companion that provides solutions in the most complicated moments. For this reason, we strive every day to adapt our products and services to the demands of our customers. This is why we are a leader in our field. Our approach to helping people sets us apart, because we believe technology should always have a heart.
In recent years, digitalization has marked the course of society. Consumers have become increasingly tough, demanding greater speed and accessibility, which has forced companies to carry out a digital transformation in every sense. In the Insurance and Assistance sector, digitalization, and the arrival of Artificial Intelligence (AI) has had a full impact on the way things are done.
In the specific case of Roadside Assistance, this change has been even more significant. The entire automotive sector has evolved towards a more technological and sustainable model. Vehicles are increasingly connected, and manufacturers have been able to adapt digital tools to vehicle software. Furthermore, Sustainability has become one of the sector's highest priorities. Customers seek to be more responsible with their environment through conscious consumption that respects the care and protection of the environment. This trend has mobilized the entire sector: Roadside Assistance also has to be more technological and sustainable.
With these in mind, Allianz Partners has developed the digital tool ‘Customer Web App’ (CWA). Its function is as simple as it is efficient: it allows the digital request for a tow in the event of an accident. In just three simple steps, the user will be able to request roadside assistance from their mobile phone without having to contact a teleoperator. Moreover, searching for the tool in the Internet search engine is completely organic: either through the Google search engine with the phrase “request a tow”, or on the website of your insurer.
This mechanism is full of advantages for both customers and business partners. For customers, they can easily find access to the Case creation, in Google and in the business partner web, both reliable sources. Also, ‘Customer Web App’ has simplified customer journey, with the minimum fields and clear customer language, and it relies on easy-to-understand processes also for inbound calls, redirecting the customer to digital in a smooth flow.
For Business Partners, it offers an excellent customer experience, reduces the RSA inbound calls, offering direct access to CWA in their web content, it is a real proof of digital experience, that reinforce their Value proposition and it gives high quality service for the portfolio.
From there, the tool will be in charge of geolocating the driver. Afterwards, he will have to identify himself, first, by entering the data of his vehicle (license plate, so we can retrieve the car data and the number of occupants at the time of the event) and then, the personal data of the driver (name and surname, phone). The user will be able to select from the different options in a list the type of accident or breakdown so that the tow truck has all the necessary information to act upon arrival. Once the application process is complete, the driver will know how long he will have to wait for the tow truck. In addition, through a mobile tow track system he can track the arrival of the tow and contact the driver if necessary.
The goal of this ‘Customer Web App’ is none other than to offer peace of mind in times of stress. Through a simple and intuitive tool, the driver will be able to solve his problem easily using his mobile phone. In this way, waiting times for telephone calls are eliminated (at the same time as they are reduced due to less traffic on the line) and, in addition, ‘Customer Web App’ allows the user to track his request.
Uniqueness of the project
The uniqueness of this Project is its simplicity. The 'Customer Web App' improves the customer experience thanks to an easy, comfortable, and accessible digital journey through the mobile phone. Furthermore, the simplicity of the tool is an advantage both for the client and for the business partners, who have been able to quickly adapt to the process. In this way, we have improved the product cycle, increased business profit, and optimized the roadside assistance service in just three simple steps.
Furthermore, this tool has managed to provide peace of mind to customers. The Customer Web App has put an end to the traditional tow truck request service with the aim of making it much more intuitive, digital and simple. The result is having improved the service that Allianz Partners provides to its clients, which makes this tool a very valuable asset for the business and for the people who trust the company.
