Friday, August 15, 2014

Meet Colin Murphy, Performance Manager for the States of PA and OH

Agero Blogger Amy Abou-Zaki recently sat down with Performance Manager Colin Murphy to ask him 10 questions about himself and his role within Agero, here is what he had to say:

How would you explain your role at Agero?
My title with Agero is “Network Performance Manager.”  This role entails everything from account management, rate negotiations, data analysis and everything in between.

How long have you been with Agero and what other job positions have you held prior to Agero?
I have been with Agero for one month.  Prior to working with Agero I worked in buying and procurement for an ecommerce candy company.  I also spent several years in the financial industry.

What was your favorite job before Agero?
Being a basketball camp counselor during my summer breaks, early in college.

Who is the person you most admire?
My father.

If you had one full year off to focus on anything, it would be... 
My studies.  I would acquire my master’s degree.

Where is your favorite place to travel?
Anywhere with warm weather, a beach and a golf course.

What is your favorite sports team?
It’s a toss-up between the New England Patriots, Boston Bruins and the 2002 Boston Celtics.      

What is your favorite food?
Pretty much anything with some spice.

What would you descrive as your best character trait?
My enthusiasm and motivation.

What is the best advice you have to offer?
Full eyes, clear hearts, can’t lose.

Tuesday, August 5, 2014

Updates to the Agero Network Map

There have been some updates to the Agero Network Zone Map. Some of the Performance Managers have changed or relocated to a different zone. Please take a moment to review your Performance Manager’s contact information.

Click here to download the PDF of the Network Map or visit in the Resource and Tutorial Library

Tuesday, July 29, 2014

Come See Us In San Antonio

Please join Agero at this year’s
San Antonio Tow Expo!

August 7 – 9, 2014
 Henry B Gonzalez Convention Center
San Antonio, Texas

 Come to booth #604 to meet your regional Performance Manager in person and check out the latest programs and technology Agero has to offer.

For more show details visit:

Vehicle Delivery – Best Practices

The delivery of a car is the final step towards a completely satisfied customer and the opportunity to strengthen your relationship with the repair facility. Ask yourself the following questions to ensure a happy customer and repair facility.

  •        Do my drivers know where the preferred delivery area is at each shop?
  •        Do my drivers know the preferred place or person to deliver the keys to?
  •        Which repair facilities do or don’t have an after-hours key drop?
  •        Is every tow completed with a signed walk around form noting all previous
           damage in detail?
  •        Do the shop managers have your contact information to address any      
    on the spot?

If you answered “no” to any of these questions, you are exposing yourself and your company to additional liability and potential service issues.  Take the time and effort up front to follow the correct steps to minimize your exposure and increase customer service.

Tuesday, July 22, 2014

Get Enhanced Agero Perks Worth $540

Lease or finance a truck with Beacon Funding before July 31 and take advantage of an enhanced perks package.

You’ll enjoy a $300 Visa® Prepaid Card PLUS a full year of Progressive Platform’s GPS System – a total value of $540!

Plus, Progressive Platforms comes with:

  • Free hardware
  • Free GPS integration
  • Live dispatch screen
  • Full dispatch software
  • Nearest available asset
  • Automatic and full PTO alerts
  • Agero jobs

Thinking about a new truck? Act now – this special offer expires July 31, 2014.

Wednesday, July 16, 2014 Active Dispatches

Agero Support is more than a tool to enter your Agero PO's. It is full of important information about customers past and present. Not enough providers are using the "Active Dispatches" option on Agero Support today.  Below are highlights about why you should.

Scorecard Page

If you have ever found yourself calling Agero to find a missing faxed PO or just looking for more information about a PO, you need to use the "Active Dispatches" link. The link can be found under the Quick Links area on your Scorecard page.  Clicking "Active Dispatches" will take you to the page below:

Active Dispatches makes it simple

Use this section to view the dispatches you have received from Agero for the past 2 days. This site will update every 30 seconds but you can also hit the refresh button to load the most current data.

To view the detailed information, choose a PO number from the drop down menu. You will then see all the information you'd expect to find on a faxed or emailed PO sheet.

Don't waste your valuable time waiting on a fax to print or calling the provider hot line. Click on "Active Dispatches" today for the call information you need.

Thursday, July 3, 2014

Fourth of July Call Volume

With the Fourth of July, it is imperative that we take all necessary measures to ensure customer satisfaction. Historically, the day after July 4th is one of the busiest days of the year. However, volume is expected to be up all weekend long. It is very important to prepare for this spike in call volume to ensure success.

Here are some simple steps you can take to avoid missing out on any revenue:
  • Staff Accordingly: Keep in mind we expect Saturday, July 5th to be the busiest of the days.
  • Utilize Instant Dispatch: Don’t tie up your phone lines.
  • Be Organized: If you are a Primary Provider make sure you are prioritizing your primary territory.
  • Be Accurate and Responsive: Give accurate response times (ETAs) and don’t let any call go unanswered.
  • Assess and note all pre-existing damages prior to loading or working on a vehicle.
Please take advantage of this busy time of year as it is a great opportunity to build profit margins and improve customer satisfaction ratings. Plan ahead and drive safely!

Have a Safe and Happy Fourth of July

Wednesday, July 2, 2014

Have You Taken Advantage Of Provider Perks Program?

If you’re an Agero service provider, you likely signed up to receive towing and roadside service business, but did you know that being a service provider for Agero entitles you to all kinds of industry and non-industry discounts?  Agero has partnered with several companies in the towing and roadside industry to give you savings on a wide variety of goods and services.  It’s part of our Agero Provider Perks Program, and all you have to do to receive these discounts is be a current Agero service provider. 

Discounts include business essentials such as:  truck financing, dispatching software, GPS/mapping solutions, fleet management, and fuel price protection options.  You’ll also find savings on parts and tools, tires, background checks, phone/internet, and even driver training.  We offer additional discounts for movie theaters, retail stores, and more that you can use for your family.  To see what companies we currently partner with, and to take advantage of these perks, go to  Just enter your provider ID number, sign up, and start saving today.

Friday, June 27, 2014

Have You Hired Veterans?

Agero has partnered with Hire A Hero, a nationwide organization that connects the growing number of unemployed veterans with job opportunities, education, and social services to help them re-integrate back into the civilian workforce.

Veterans have qualities that can greatly benefit your organization. 

They include:
  • Leadership
  • Teamwork
  • Diversity and inclusion in action
  • Efficient performance under pressure
  • Respect for procedures
  • Technology and globalization
  • Integrity
  • Consciousness of health and safety standards

We can help you hire veterans.
As an Agero Service Provider, all you have to do is donate $5.00 to the Armed Forces Support Foundation for each 30-day job opening you post at Agero’s Hire A Hero job portal,


Thursday, June 19, 2014

Why Background Checks Are Required By Agero (And How You Can Save On Them)

Updated background checks are a requirement to contract with Agero. They’re also vital for protecting your business – and yourself – from potential liability. This article explains why background checks are mandated by Agero, and offers convenient resources to help you make sure your company is compliant.

In the world of roadside assistance, focus is often placed on preventing liability from damage claims. Are you paying just as much attention to possible liability that can stem from your employees’ interactions with customers? If the answer is no, you could be playing a dangerous game of chance.

Documentation, proper training, and updated background checks are required by Agero (and likely by many of the other business partners you work with). Don’t let the lack of proper and up-to-date background checks jeopardize your business and your current or possible future partnership with Agero. As an Agero Provider, you enjoy access to deep discounts on Sterling Global Background Checks.

Visit for more information. For more details about protecting your business – including testimonials from current service providers – just click here.

Friday, June 13, 2014

Customer Service Hero

We welcome compliments and positive feedback on our providers.
Thank you to Lightening Roadside for providing exceptional service throughout the states of NY and CT.

“My wife and I found ourselves on May 27, 2014 in need of using the roadside assistance for our 2008 Chrysler PT Cruiser, which was provided through our extended warranty. This was our first experience with using this assistance and was very impressed with every aspect of the service provided.

I had just left the dentist office having had oral surgery performed and was not able to lift, carry, or exert myself when I found the left front tire was flat and the rim sitting on the ground, thus the need to contact the roadside service.

I was advised of the expected time of arrival for the assistance and in fact the assistance arrived several minutes earlier than expected. Mr. Miguel of your organization provided the service of removing the flat tire and replacing it with the donut spare and taking the time to inform us of the limitations of the donut spare. The assistance, courtesy and professionalism of Miguel was greatly appreciated and my wife and I would like you to be aware of his very positive image of your company.

I thank Miguel and you for making a difficult situation a lot less stressful and for the assistance provided.”

- a completely satisfied customer

Friday, June 6, 2014

Customer Service Hero

We welcome compliments and positive feedback on our providers.
Thank you to Auto Rescue in Denver, CO
for their excellent service.

"I just want to comment on the excellent service that I received from Doug on 6/5.  I had locked my car keys in my truck and my car was completely locked.  The wait was really short and once he arrived he was in a great mood with a big smile and a friendly laugh which made my poor situation better.  I felt at ease and was okay with the situation all because of his warm demeanor.  He did a great job unlocking my car and I hope this email is shown to his manager and he needs to be acknowledged for his great service.”

- a completely satisfied customer

Wednesday, June 4, 2014

Submitting Your Invoices On

If you currently mail your invoices to Agero, please go to to set up online billing. This process will ensure prompt payment.

1.   Your first step is to create an Agero Support account. Log in using your Service Provider ID and Federal Tax ID number.

2.   Go to the “Billing” tab at the top of the screen. Select a PO# from the “Choose PO” drop down menu. Once you have selected a PO # most of your information should fill in automatically.

3.   Enter the vehicle’s odometer reading. If it’s a digital dashboard and the odometer is not available, enter “1”, and in the comments section write “digital dash.”

4.   Enter the vehicle’s full 17 digit VIN. If the VIN is shorter than 17 digits, you will need to mail your invoice to Agero.

5.   Enter miles or hours in accordance to your rate agreement. If your rate is per mile, you will only enter miles. If your rate is hourly, enter hours in 30-minute increments rounded to the closest half hour.
Enter “Miles to Site”, which include the enroute miles from your shop to disabled vehicle. Enter loaded miles, which include miles from scene to tow destination. Make sure to enter gross miles only – your included miles will be automatically deducted. Or enter “Port to Port” hours, which include the time from your shop to the service and then back to your shop.

6.  Select any applicable additional charges from the drop down menu, such as taxes, fuel for delivery, etc.
In order to receive payment for your secondary towing services, enter all advance charges and release funds in the “Additional Charges” section. Be sure to email or fax your payment slip to or 1-781-306-8092.

7.   Enter your invoice # and the total invoice amount, including all additional charges.

8.   Enter any additional information in the “Comments” box.

9.   Once you have finished entering all of the above information, click “Submit Invoice.” You will see a pop-up box that says, “Data has been updated successfully.”

10. All payments must be submitted within 60 days.

Congratulations – you have successfully input your first Agero PO.

If you need to go back and edit your PO, you can do so by selecting the PO number from the “Choose PO” drop down menu.

Wednesday, May 28, 2014

Getting Ready For Summer: Volume Increases

Agero saw a record breaking winter in terms of call volume, and depending on where you are located in the country, you may have seen the same.  Things have slowed down a bit, as the spring season is a bit slower in terms of volume.  However, summer is right around the corner and our volume will increase during this time.  The winter storms and bitter cold temperatures are difficult to forecast year to year, but we consistently see a significant increase in the summer month as customers take to the road and travel.

Last summer was another busy season for Agero, and July was our busiest month of the summer.  We saw roughly a 10% increase from June to July and much of the increase lasted well into September. 

For those of you who don’t do much volume, a 10% increase might not be that significant.  However, for companies that do large amounts of volume with Agero and other accounts, it can be challenging, and the capacity can become difficult to manage.

For 2014, plan on another busy summer season.  If you currently find yourself having a difficult time keeping up in terms of call volume, it will only get busier.  Be sure to be staffed appropriately with enough drivers and trucks to ensure excellent service in the months to come.

Thursday, May 22, 2014

The Cycle of Service

With greater competition and higher expectations, customer service is more important and challenging than ever. This article focuses on the basic parts of a service and how to move your service from “good” to “excellent”.

The first and last impressions are two of the most important pieces of the customer service experience. When a customer is stranded on the side of the road they may be stressed, upset or even scared. Your arrival, demeanor, appearance, and departure set the tone for the entire customer experience. Fortunately, a few small changes can go a long way in improving your customers’ perception. 

Clean Trucks and Uniforms – Are you proud of your trucks and uniforms? These are the first things that someone on the side of the road will notice when a driver first arrives. Ensure that your trucks and equipment are presentable and reinforce to the customer that they’ll be receiving high quality service. A clean uniform conveys professionalism and puts the customer at ease. Agero providers can access savings on uniform rentals, leasing, or purchases through ARAMARK Uniform Services at

ETAs and ATAs – Part of the first impression isn’t just how you look when you arrive, but also when you arrive. While we encourage that ETAs are as aggressive as possible, we also want customers to be prepared for your arrival. Work with dispatchers and drivers to create the most accurate ETAs and ATAs possible.

Greeting the customer – Use your name, your company’s name, and the customer’s name.

“Ms. Smith, I am Doug with ABC towing and I’m here to get you on your way.”

Explain the process – Set an expectation of what is about to happen and how long it will take.

“Ms. Smith, please wait away from the side of the road while I get your car loaded. Give me about ten minutes, and I’ll get you on your way.”

Thank You – A thank you seems so simple, and it is free to give out. Are your drivers thanking the customer for their business? Are your drivers informing the customer that they might get a survey?

“Ms. Smith, Thank you for your business and I hope that your day gets better. You might get a call from your motor club. Please take a minute to take their automated survey as your feedback is important to me.”
Please use these simple steps to increase your customer service and ultimately your repeat business.

Wednesday, May 21, 2014

Customer Service Hero

We welcome compliments and positive feedback on our providers.
Thank you to Auto Rescue in Miami, FL
for their excellent service.

"Joseph is such a wonderful representative of your company! When he came to my "rescue" Wednesday, I was in a foul mood due to my situation. By the time the transaction was completed, I drove off a different person. He was on time, professional, cheerful and most helpful. I called back my insurance company and told them the same thing. Your services will definitely be recommended to my coworkers and friends. Thank you!"

- a completely satisfied customer