Agero Addressing Service Challenges for EV Drivers

Agero is a premier provider of digital driver assistance services, specialising in roadside assistance and comprehensive accident management technology.

Trusted by leading vehicle manufacturers and auto insurance brands, Agero enhances business operations and fosters stronger customer relationships.

The company supports two-thirds of new passenger vehicles sold in the US and two-thirds of top auto insurers in North America, serving over 115 million drivers annually.

Agero's extensive national network of independent towing service providers responds to approximately 12 million vehicle accidents, breakdowns and service events annually.

Dan Reimel is the Senior Roadside Product Lead at Agero, managing core roadside product development, including creating innovative services to address evolving vehicle needs.

Reimel joined Agero in 2022, bringing over a decade of experience in product management and customer experience from leading luxury automotive brands.

Challenges faced by EV drivers

Flat Tyre Dilemma: A spare tyre is a significant challenge for EV drivers.

According to Reimel, EVs are three times more likely to require a tow in the event of a flat tyre than internal combustion engine (ICE) vehicles.

The "no spare" experience can negatively impact brand perception, as over 85% of EV roadside events necessitate a tow, often requiring specialised equipment and expertise to prevent vehicle damage.

Range Anxiety: Range anxiety is another common issue among potential EV buyers.

Reimel cites a recent consumer survey indicating that 50% of respondents considering an EV purchase view charging as a significant barrier.

However, he notes that running out of charge accounts for less than 2% of EV roadside events, suggesting that current EV owners do not frequently experience range-related breakdowns.

In an effort to curb range anxiety, Joe Gorman, Senior Director at ChargePoint, a pioneer in the EV charging industry, says:

"We support large-scale DC Fast Charging, workplace charging and rural initiatives.

Known for compliance and legal certainty, it powers significant industry names, meeting diverse needs from city fleets and public hubs to retail, hospitality and workplace installations.

Public charging challenges

Unfamiliarity and safety concerns: New EV drivers often need help with public charging due to unfamiliarity and safety concerns at remote or unattended charging stations.

The operability of these stations also poses challenges, with many consumers reporting that chargers at public stations are often out of service or deliver significantly lower voltage than advertised.

While charging networks promote 350kW capabilities, many stations max out at 110kW, leading to prolonged charging times.

Battery priming and charging efficiency: Charging time is influenced by factors such as the vehicle's battery level and whether it has a battery priming feature.

Reimel highlights that many customers need to be aware of this feature, which can result in slower charging times.

Extensive interviews with new EV drivers reveal that there is much to learn about EV operation and maintenance, often more than initially anticipated.

Maintenance needs of EVs vs. ICE vehicles

In the first 100,000 miles of ownership, ICE vehicles require an average of 45 more maintenance services than EVs.

Unlike ICE vehicles, EVs do not need oil changes or air filter replacements and benefit from regenerative braking, which reduces brake wear.

Despite being more accessible, EVs present unique service challenges, such as frequent flat tyres without spares, software update issues and general unfamiliarity with new vehicle models.

Agero's commitment to EV support

As a white-label service provider, Agero supports leading automotive manufacturers and auto insurance brands, including luxury EV brands and legacy manufacturers.

In 2023 alone, Agero provided roadside assistance to over 250,000 EVs across more than 600 different models.

The company has seen strong momentum in its EV support services over the past year, adding several new EV manufacturers to its client base and anticipating continued growth in this area.

Agero is poised to extend its driver assistance services to support the increasing number of EVs in the market, contributing to the evolving landscape of vehicle ownership and maintenance.

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