When Bernie Gracy took the tech leader reins at Agero, his first order of business was to take stock of the company’s extensive technology portfolio and spend the day riding around in a tow truck.
Agero, a digital platform for connected vehicle, roadside assistance, and claims management services, serves automotive OEMs, insurance companies, and an extensive network of roadside assistance companies. To understand the various customer constituencies, Gracy embraced a number of ethnography-based practices, including the day-in-the-life tow truck driver excursion. The ride-along experience empowered the Agero team to deliver platform innovations keyed to solving the drivers’ principal pain points — specifically, streamlining operations, providing better customer service, and achieving the work/life balance that was proving so elusive.
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(Insider Story)
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Source: News