Overview
Roadside Protect specialises in providing white-glove roadside assistance services across the United States. With hundreds of experienced contact centre professionals spanning multiple locations, they manage some of the country’s most critical roadside and motor club programs—delivering rapid, responsive, and reliable service 24/7/365. Their mission, “No driver left behind,” is a testament to their unwavering focus on customer experience and operational excellence.
The Challenge
Roadside Protect had previously migrated to Amazon Connect in pursuit of greater flexibility and cost-efficiency. However, without a strategic partner to support innovation and manage the environment effectively, they encountered critical limitations that began to affect performance and customer satisfaction.
The platform suffered from intermittent call drops, delayed connection times, and a lack of visibility into agent activity and service metrics. These issues not only disrupted customer interactions during high-stress roadside incidents but also impacted agent morale. Staff were often burdened with troubleshooting platform errors rather than focusing on assisting drivers in need.
Reporting was another pain point. The existing setup failed to deliver accurate, timely performance data, which left leadership unable to monitor KPIs, identify coaching opportunities, or optimise workforce scheduling. As a result, both operational decision-making and long-term planning were compromised.
Additionally, as their contact centre expanded, Roadside Protect required greater integration between communication channels like SMS, email, and voice—but lacked the internal development resources and system architecture to deliver this at scale. Without a clear innovation roadmap or the ability to leverage new features available in the AWS ecosystem, the business risked stagnation in an increasingly competitive customer experience landscape.
“Our agents were solving tech issues instead of solving customer problems. To stay customer-centric, we needed a partner to help us evolve.” - Randy Stern, Chief Client Officer, Roadside Protect
The CloudWave Solution
CloudWave partnered with Roadside Protect to stabilise operations and deliver innovation through its proprietary NeonNow platform—built on Amazon Connect.
The engagement began with deep discovery workshops to map pain points and prioritise enhancements. CloudWave’s team delivered a secure, scalable, and flexible cloud contact centre solution tailored to Roadside Protect’s specific needs.
Solution Highlights:
- AWS Environment Migration:
Roadside Protect’s workloads were migrated into a CloudWave-managed AWS multi-account architecture with proactive security monitoring using AWS Security Hub, service control policies, and AWS Config for compliance enforcement. - NEONNOW Deployment Across Channels:
Voice, SMS, and email channels unified under a single agent interface using NEONNOW, improving operational consistency and agent experience. - Advanced Analytics with NEONNOW Insights:
A centralised data lake was deployed with Amazon S3 and Redshift, connected to Amazon QuickSight dashboards to deliver real-time and historical reporting across all CX metrics. - Integrated Telco Services:
CloudWave provisioned and managed third-party SIP trunking, toll-free numbers, DIDs, and SMS endpoints, reducing operational overhead. - Bespoke Reporting:
Custom reports were developed to meet business-specific SLAs and operational KPIs. - Ongoing Innovation Workshops:
Regular CloudWave-facilitated sessions identify new automation opportunities and prioritise continuous improvement initiatives. -
Implementation Benefits
CloudWave’s partnership with Roadside Protect transformed a struggling contact centre into a high-performing, AI-enhanced customer engagement hub. By leveraging NEONNOW, AWS, and expert consultancy, Roadside Protect future-proofed its operations while delivering on its promise of 24/7 premium roadside support.
- Stability and Reliability:
NEONNOW eliminated the previous system’s instability—no more dropped calls, frozen interfaces, or escalations due to tech failures. Agents now focus solely on helping customers. - Lower Total Cost of Ownership (TCO):
By consolidating tools and fully utilising Amazon Connect features, Roadside Protect retired costly legacy systems, realising significant savings. - Data-Driven Decision Making:
With real-time and historical insights available via NEONNOW Insights and QuickSight, leaders now make informed decisions that drive measurable performance improvements. - Security and Compliance at Scale:
Proactive AWS infrastructure monitoring ensures data protection and compliance with industry standards—essential for handling sensitive customer data. - Ongoing Innovation:
CloudWave’s certified engineers and CX specialists continue to guide Roadside Protect through emerging technologies and new capabilities.
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