Taking the stress and cost out of roadside assistance
One of Spain’s leading insurance companies partnered with Hubtype to digitize roadside assistance through WhatsApp. The goal was to simplify how customers request help in urgent situations by moving away from traditional phone-based support. Within the first year, more than 5,000 customers used WhatsApp to request assistance—completing the entire process digitally.
This shift led to a 40% reduction in incoming calls, helping reduce pressure on call centres and lowering operational costs. At the same time, customer satisfaction improved significantly, with WhatsApp becoming one of the company’s top-rated support services and contributing to a 20% reduction in churn.
CALL reduction
CHURN REDUCTION
Background
As a national leader in insurance, this company handles a high volume of urgent roadside assistance requests daily. Customers traditionally relied on call centres to report incidents, leading to long wait times, inconsistent data collection, and high operational costs. The company needed a more scalable, user-friendly solution.
Challenge
The manual nature of phone-based support made it difficult to manage peak demand efficiently. Agents spent valuable time collecting information that could be automated, and customers often repeated the same details across channels—adding friction during high-stress situations like breakdowns.
Opportunity
With approximately 91% of internet users in Spain using WhatsApp, the company saw an opportunity to meet customers where they already are. By offering a messaging-based solution, they could reduce inbound calls, speed up case management, and increase customer satisfaction—all while lowering support costs.
Project objectives
Reduce case management time
Increase customer satisfaction scores
Create a smoother experience from a single channel
Reduce incoming calls by promoting self-serve
Tailored design solution
Messaging app experiences
Hubtype enabled the company to deploy conversational flows on WhatsApp, allowing users to initiate and complete roadside assistance requests with no app download or login required.
Why WhatsApp?
WhatsApp’s location sharing, photo upload, and real-time messaging capabilities made it the ideal channel. Customers could send exact locations and damage photos instantly—improving speed and accuracy for response teams.
Automated reports & live support
The entire assistance process was automated—from data collection to case creation and resource assignment. For complex cases, customers were seamlessly connected with live agents, maintaining a human touch where needed.
The results of our collaboration
Cost reduction
In just one year, over 5,000 customers used WhatsApp to request roadside assistance. Each of these requests was handled entirely through automation—from incident reporting to resource assignment—resulting in significant operational cost savings.
Customer satisfaction
By streamlining the claims process into a single, conversational channel, customers no longer needed to switch between website forms and phone calls. This frictionless experience led to faster resolutions and a noticeable boost in satisfaction, with a CSAT score of 9.2/10.
Reduce incoming calls
The WhatsApp chatbot efficiently handled FAQs and guided users through self-service flows, significantly decreasing the number of inbound calls. Customers preferred the convenience of messaging, which in turn allowed the company to reduce support overhead while maintaining quality.
The assistance program on WhatsApp is one of our best-rated services for its quality.
Unlock the full potential of FAQ automation
Thousands of customers switched to WhatsApp, reducing strain on call centers and freeing agents to handle more complex cases.
Automated flows helped customers get answers and complete requests significantly faster than over the phone.
With automation replacing manual processes, operational costs fell dramatically across assistance workflows.
A faster, more convenient experience helped retain customers and build long-term loyalty.
Join the leaders of the insurance
If you need a fast, efficient overhaul of your customer service operations, Hubtype is the partner you’ve been looking for. Book a demo today to see how we can transform your business.