Technology, Awareness Can Transform the Assistance Market

Q: How was Connect Assistance born and how is it transforming roadside assistance?

A: Connect Assistance was born in response to the need to modernize assistance services and provide transparency in the process of service delivery. We start from the premise that technology can radically transform the way these services are provided, making them more efficient, accessible, and transparent for users. We aim to digitize and improve the customer experience in roadside assistance and other areas. 

Q: What differentiates Connect Assistance from the rest of the market?

A: Our differentiation lies in the complete digitalization of the service process, providing real-time tracking, information transparency, and a network of reliable suppliers. We strive to "uberize" the assistance experience, prioritizing technology and direct communication with the client to ensure efficient and transparent service. We stand out for our personalized customer service and for offering tailor-made solutions that are adapted to each customer's specific needs. This combination of technology, transparency, and customer service distinguishes us in the market and positions us as a leader in the Mexican assistance sector.

Q: What factors motivated Connect Assistance to enter the Mexican market? What is the outlook for the assistance market in Mexico?

A: The merger with Asistencia Vial Inmediata (AVI) led Connect Assistance to enter the Mexican market, one of the largest in Latin America, characterized by the high number of uninsured vehicles in circulation and the recurring need for assistance services. We identified a growing demand for digitalized assistance services and a lack of options that met the quality and transparency standards we offer. We saw Mexico as a dynamic market that was receptive to innovation, which motivated us to establish a strong presence here and expand our operations in the country.

In Mexico, the assistance market covers a wide range of services, from roadside assistance to home and medical assistance. At the moment, we have focused mainly on roadside assistance due to the need to improve these services.

Q: What are Connect Assistance's priorities in Mexico?

A: We are focusing on the B2B sector, providing assistance solutions to companies that can then offer these services to their end customers. We are committed to maintaining high quality standards and to continuing to innovate in the way we deliver our services, both technologically and operationally. We are also exploring expansion opportunities in other sectors and services within the Mexican market to diversify our offer and meet the changing needs of our customers.

Q: In what sectors do you see the greatest area of opportunity for development?

A: In addition to roadside assistance, we see opportunities in sectors such as home and pet assistance, as well as in the development of technological solutions for claims management. These complementary services can broaden our offering and allow us to reach new market segments. We are also exploring the integration of emerging technologies, such as AI and the internet of things, to offer even more innovative and customized solutions to our potential customers in these sectors, which we believe have great potential for growth.

Q: What specific features do customers typically look for when talking about support services and how have you been able to meet those needs?

A: Customers look for ease of ordering, fast turnaround times, transparency of service, and direct communication with the supplier. We focus on providing efficient, transparent, and quality service, with special attention to the individual needs of each customer. We have implemented a technology platform that allows customers to request assistance quickly and easily, receive real-time updates on the status of their request, and communicate directly with our customer service team in case of any queries or concerns. We strive to maintain high quality standards in all our services and work with a network of reliable and professional providers to ensure a satisfactory experience for our customers. We seek to provide a seamless and complete support experience that exceeds our customers' expectations and sets us apart in the marketplace.

Q: How has the integration of new technologies influenced the improvement of actual assistance services within the Mexican market?

A: The integration of new technologies has revolutionized the way we provide services in Mexico. From the digitization of the application process to the use of AI to anticipate customer needs, we have been able to significantly improve the accessibility, efficiency, and quality of the service we offer. For example, by implementing an omnichannel communication system, we enable users to request assistance through various channels, such as WhatsApp, phone calls, web portals, and social networks. In addition, the implementation of new technologies like AI allows us to anticipate our clients' needs and offer proactive solutions. Being at the forefront of technological innovations allows us to guarantee an optimal experience for our clients in the Mexican market.

Q: What have been your brand exposure and expansion strategies, and what are your future plans in that regard in Mexico?

A: We have implemented various brand exposure and expansion strategies, from word of mouth to traditional and digital media advertising. We have experienced successful, organic growth, but we are now looking to expand our presence in the Mexican market through broader, more strategic advertising campaigns. We are committed to increasing brand awareness and reaching more potential customers in Mexico by promoting our services and participating in industry-related events and activities. We also plan to continue developing and launching new initiatives that are relevant and attractive to the Mexican market to strengthen our position as a leader in the country’s assistance sector.

Q: What are the main challenges in roadside assistance in Mexico and how does the company tackle them?

A: One of the most significant challenges is to improve service times, as speed and efficiency in the provision of services are crucial to meet the needs of our customers, especially in emergency situations on the road. Another challenge is to suggest suppliers of the importance of adopting modern technologies to improve service quality. Resistance to change and unfamiliarity with new tools can hinder technology adoption in the industry. Finally, business growth presents challenges related to maintaining high quality standards while expanding our service network. It is critical to maintain a balance between the volume of services offered and the quality of care provided to our clients. We are committed to proactively and constantly addressing these challenges to continually improve our roadside assistance services in Mexico.

Q: How will the Mexican assistance market evolve in the coming years, and what role will Connect Assistance play in these changes?

A: The Mexican assistance market is expected to undergo a significant evolution in the coming years, driven by the adoption of new technologies and an increased awareness of the importance of prevention and safety. As a leader in the sector, we are committed to leading this change and remaining a driving force in the industry. We plan to offer solutions at the digital forefront, tailored to the specific needs of the Mexican market. We also plan to collaborate closely with other stakeholders, such as insurers, financial institutions, and automotive companies, to develop comprehensive solutions that address the changing needs of the market. We are committed to playing an active and positive role in the evolution of the Mexican assistance market, providing innovative, high-quality solutions that enhance our customers' safety and peace of mind.

Connect Assistance’s services are designed to provide peace of mind and security to our customers in times of need. We are committed to providing excellent service that exceeds expectations. At Connect Assistance, we strive to provide personalized and effective solutions that enhance the customer experience and help users feel protected and supported at all times.