The future of mobility and transportation, both for people and goods, will undergo changes that will drastically transform the assistance offered by companies such as ours. The growing implementation of car-sharing and the new mentality of today's young people, who do not want to own goods but use services, means that the major car manufacturers know that the sustainability of their business will soon lie in offering mobility services, not in selling vehicles as we understand it today. We are talking about a transition from “productcentrism” to “customercentrism”.

We also know that the customer is more and more often a 'mobile customer' who is not tied to a specific space to carry out certain activities. This new nomadic customer also demands solutions not only from manufacturers, but also from insurers that guarantee to be safe and protected at all times.

The next guarantee that the customer wants is that when that protection is to be provided, it will be through quality, fast and efficient assistance. So assistance companies must also make a clear commitment to innovation.

Digitalization makes it possible to make hardly any mistakes, save time in procedures, and provide a faster final response to the customer... all of which makes it possible for the customer's perception of our service to be much more positive. Among the digital tools that we have seen as differential when offering quality roadside assistance, I would like to highlight the following:

RSA Web App: From the moment the insured needs a tow truck and requests it until it arrives at the scene of the incident, we offer a 100% digital solution. We are able to provide assistance without errors and minimizing time for the client.

Live Chat: We provide the user with a 'live chat' that facilitates the transition to a fully digital process (Web App). We believe that a key element in the digitalization process is to accompany the customer along the way, so that he can decide which format he prefers.

Voice Bot: What does the customer need, what kind of help or assistance does he require, how is it most effective to help him? Our Voice Bot with voice and text recognition directs the customer to the right line, service or contact person.

RPAs (intelligent robots): Thanks to these robots, we are able to process all types of information, transfer it to our systems and manage each request in the most efficient way.

Notification and direct queries: Our customers have access to a connection both to notify their claims and service needs, and to follow the course of their claims.

Global management systems: Our management systems are global and adapted to all markets and lines of business. This is because one of the bases of digital innovation is to be homogeneous, simple and adapted to all the needs that may arise.

Innovation is based on a dynamic updating of our tools, but we also remain at the forefront of digitalization, always customer-oriented.

I remember when we talked about E-bcall, little known at the time and pioneered by Allianz Partners. Now we want everyone to have the same access to simple tools and processes, so that even the supplier himself can request a cab for the client from his App, when we are unable to carry out a repair 'in situ'. Because the basis of digitalization is to anticipate the needs of our customers.

As a corollary, this is just a sample of the impact that this 4.0 revolution will have on the world of roadside assistance in the near future, which will undoubtedly be more sociological than industrial, involving above all a change of mentality and effective decision-making. Digitalization is not a goal in itself, but must become a system of competitive improvement that allows us to be more efficient and innovative service providers. That is why at Allianz Partners we take it very seriously and are at the forefront of this transformation.

Translated by: A.M