By going serverless on AWS, Green Flag has achieved the agility and scalability it needs to handle unforeseen fluctuations in demand and quickly respond to drivers who need assistance at any time and at any location in Europe.
Planning a road trip can be equally as challenging as it is exciting. You have to map your route, pack your bags, and book your lodging. But above all, safety comes first, and you want to be prepared for whatever might lie ahead. Even the most experienced drivers can’t anticipate when the next vehicle breakdown might be.
Whether you’re stuck in a ditch or need a jump start, Green Flag offers vehicle recovery and 24/7 roadside assistance services so that you can rest assured when you head out on the road. Headquartered in Bromley, United Kingdom, the company serves over 3.5 million customers with flexible, affordable roadside emergency assistance that covers them across continental Europe.
In 2020, Green Flag moved away from its legacy system by adopting serverless solutions on Amazon Web Services (AWS), which has helped it exponentially expedite its speed of technology and significantly improve the functionalities of its mobile application, website, and underlying technology environment.
Green Flag knows that drivers need several options for requesting roadside assistance services, depending on their circumstances. That’s why the vehicle recovery company uses AWS technology to power its call center, mobile application, and website. By going serverless on AWS, Green Flag has achieved the agility and scalability it needs to handle unforeseen fluctuations in demand and quickly respond to drivers who need assistance at any time and at any location in Europe. The company rescues an average of 2,000 vehicles per day.
Using AWS, the company has also improved the performance of its mobile application. By taking a continuous integration and delivery approach, Green Flag has rolled out more features on its application, improved its resolution, and gained more insights to improve the customer experience. When a driver requests assistance from Green Flag using its mobile application, the company can accurately predict the likely cause of the breakdown, pinpoint the driver’s location using GPS technology, and send an expert technician with the proper tools and resources to help. From there, the driver can track the status and location of the technician until they arrive at the scene. As a result, Green Flag has experienced triple the usage of its mobile application compared to before it went serverless.
Customers can also ring Green Flag’s service telephone number for help. Using all-in-one call center solutions on AWS, the company has improved the performance of its call center using artificial intelligence. Artificial intelligence easily integrates with applications to address common use cases, such as offering personalized recommendations and increasing customer engagement. Working on AWS, Green Flag developed and launched artificially intelligent chatbots for its call center system in just a few weeks. Green Flag’s call center technology can identify if a customer has already notified Green Flag of a vehicle breakdown. Instead of keeping the customer on hold to follow up about the status of a service request, the call center technology intercepts the call and offers an update on the location of the breakdown technician automatically.
