Case study · Automotive services
From a fast-growing provider list to a network that scales.
Nationwide roadside assistance network
- Client
- Nationwide roadside assistance network
- Sector
- Automotive services
- Stage
- Mid-sized
The client
The business
Provides roadside assistance, including towing, jump starts, lockouts and tire changes, through a nationwide network of independent service providers. Its core operation is dispatch: matching each call to the nearest available provider and tracking the job until the driver is back on the road.
The starting point
The challenge
Rapid expansion of the provider network made dispatch, coverage, and service quality difficult to manage consistently across regions.
The transformation
What changed
- 1Redesigned the dispatch workflow and provider onboarding
- 2Built coverage and response-time analytics by region
- 3Automated job assignment and customer status updates
- 4Introduced provider performance scorecards
The result
Growth, on a stronger foundation
- Faster, more reliable dispatch
- Consistent service standards nationwide
- Growth by adding providers, not overhead
These are real businesses Shermand has served over time. To protect our clients, names and sensitive information have been withheld. More details, and references where clients agree, can be shared on request.
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