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Book a demoA hundred brands, three contracts and a deadline.
Roadside Protect, a Bosch company, is a national white-label roadside assistance provider operating across North America and US territories since 2001. It was NeonNow's first US customer.
Roadside Protect runs roadside assistance for over 100 client brands, each with its own phone numbers, rules and call handling. A live agent opened, updated and closed every case by hand, because automating that many configurations takes engineering resources Roadside Protect did not hold in-house.
Its contact centre platform, the specialist firm paid to configure and maintain it, and its phone carriers sat across three separate contracts, with no single party accountable for the whole system. Then that partner stopped responding when the engineer who knew the account left and the owner became uncontactable.
At the same time, the carrier handling Roadside Protect's long-distance calls was sold, and the new owner set a date to switch that technology off. Every inbound call had to move to another carrier before that date, or the lines would stop working. Roadside Protect had to decide whether to abandon Amazon Connect and rebuild all 100 client set-ups on a different platform, or bring in NeonNow.
Take over, migrate, then automate.
NeonNow took over the Amazon Connect account from the previous partner, so Roadside Protect did not have to change platform or rebuild 100 client set-ups.
NeonNow then moved all long-distance and text messaging traffic to new carriers ahead of the switch-off date, took over management of those carrier contracts, and rebuilt the automated phone menus that greet and route callers inside Amazon Connect, where they had previously run on the old carrier's technology.
Finally, NeonNow automated case management across all 100 client configurations, orchestrating AWS CX AI services inside Amazon Connect to transcribe and analyse every call, score agent performance without a supervisor listening back, and carry out the case handling steps agents had been doing by hand.
US$2.7 million a year, and one partner accountable.
Case management now runs automatically, removing the equivalent of 40 full-time roles from manual case handling. Those savings began at US$1.7 million at go-live and now run at US$2.7 million a year, based on hours reduced and current labour rates.
Roadside Protect stayed on Amazon Connect instead of facing the slow, risky job of rebuilding 100 client set-ups, and even recovered service credits from AWS that funded further technical work.
Every call moved to new carriers before the old technology was switched off, with no interruption to service. The phone menus now sit inside Amazon Connect, so NeonNow can change routing for any of the 100 clients without going through a carrier.
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