About: Anaïs Dubart

ARC Europe, the largest provider of B2B roadside assistance and mobility solutions in Europe, announced today a strategic cooperation with Aiways, the chinese EV manufacturer deploying his vehicles in Europe, by signing a 3 years contract to deliver mobility solutions to their EV drivers.

Leveraging on ARC Europe’s expertise on the electric field, Aiways has launched EV mobility assistance services in France, Germany, Belgium, Netherlands and Denmark during the 1^st quarter 2021. Further countries will be jointly deployed during this year, following Aiways’ new distribution model roadmap, and granting peace of mind and immediate mobility solutions to Aiways’ drivers.

“Our partnership with Aiways goes beyond the electric mobility assistance deployment in Europe” said Stefano SARTI, Managing Director of ARC Europe Group. “Aiways is coming with a complete new digital ecosystem, starting from their innovative distribution model, and at ARC Europe, we are collaborating with Aiways to disrupt the roadside assistance experience, and move towards a positive assistance model”

As the leader in the OEMs’ assistance landscape, ARC Europe’s collaboration with Aiways is about developing predictive assistance model, where customer support will be provided before an incident, based on ARC Europe’s data model, and providing simultaneously a very high customer satisfaction level and a new source of positive income for the OEM and its Distribution network.

Aiways is one of the first Chinese manufacturer to bring EVs and sustainable mobility to Europe, with a new digital distribution model that will rely on online sales channel and digitalized customer support services.

“As a new brand in Europe it is especially important for us to rely on an experienced partner. We are glad to count on professional support for our customers”, says Dr. Alexander Klose, Executive Vice President Overseas Operations at Aiways.

About Aiways

Founded in 2017, Aiways is a Shanghai-based personal mobility provider. It was the first Chinese startup to introduce an electric vehicle to the European market. With the launch of the U5 in Germany in 2020, Aiways is offering a battery-electric SUV with impressive range, style and quality. Aiways continues its expansion in Europe and beyond, order books are open in Germany, Netherlands, France, Belgium, Denmark, Israel and La Reunion with several markets to follow soon. Production base of the U5 is the Shangrao based factory, as one of the most modern car factories in China. Providing a capacity of 150,000 units, it is able to ramp up to 300,00 units if demand rises. Next model to be launched in Europe will be the electric coupé U6. With a focus on class-leading aerodynamics, intelligent technology and sporty design, the U6 investigates the exciting future of the Aiways brand.

About ARC Europe Group

ARC Europe Group is the largest supplier of B2B roadside assistance services in Europe with an outstanding network in more than 40 European countries. The Group represents its own subsidiaries in France, Poland, Russia and Greece, and its shareholders which are the major automobile clubs in Europe: ADAC, The AA, ANWB, ACI, OEAMTC, RACE, TCB & TCS.

The Group entered new fields of activities, with the ambition to sustain the electrical shift, delivering mobility solutions and connected services enlarging its geographical scope.

Contact

ARC Europe Group Media Contact

Antoine Aubry, ARC Europe Group
Antoine.aubry@arceurope.com
T: +32 2 706 66 83

Aiways Media contact

Anika Wild, Aiways Europe
Anika.wild@ai-ways.com
T: +49 89 6931352-69

ARC Europe Group leverages Medallia to streamline experience of roadside assistance customers

Captures insight to positively enhance the customer journey

SAN FRANCISCO, Calif., BRUSSELS, Belgium – Feb. 24, 2021 – ARC Europe Group, the largest provider of B2B roadside assistance and mobility solutions in Europe, announced today a strategic partnership with Medallia, Inc. the global leader in customer and employee experience and engagement, to improve customer retention and brand loyalty during an unforeseen event on the side of the road.

ARC Europe Group and its network of automobile clubs across Europe have been serving as the leading partners of automakers for 30 years providing end-to-end customer service through a multiple set of solutions, spanning from service delivery at the roadside, to EV Assistance (Including assistance to the charging stations) and over the air assistance following the new Connected Car services requirements.

The implementation of Medallia Experience Cloud today allows ARC Europe Group to further place the customer at the heart of its operations by capturing key insights during an assistance event and proposing the right solution in real-time.

“Our collaboration with Medallia has been pivotal in helping us to streamline the customer experience delivered to our OEM Partners,” said Antoine Aubry, Head of Marketing and Communication at ARC Europe Group. “During a roadside event, the entire brand’s value chain is challenged. Therefore, by monitoring drivers’ expectations at every step of the assistance process, we are continuously improving our service proposal and helping our B2B customers with their customer retention and customer satisfaction strategies.”

ARC Europe Group is now rolling out the solution across several countries in Europe. This partnership is an additional step toward the digitalisation of the assistance industry in accordance with European data protection regulations.

“The need for digitalisation in the automotive market is a necessity borne out of consumer expectations”, said Greg Philiotis, SVP and Head of EMEA, Medallia. “By its very nature, assessing and improving on the customer experience in this industry presents many challenges and we are delighted to be working with ARC Europe Group to help them to overcome these and deliver the highest degree of customer satisfaction.”

About ARC Europe Group

ARC Europe Group is the largest supplier of B2B roadside assistance services in Europe with an outstanding network in more than 40 European countries. The Group represents its own subsidiaries in France, Poland, Russia and Greece, and its shareholders which are the major automobile clubs in Europe: ADAC, The AA, ANWB, ACI, OEAMTC, RACE, TCB & TCS.

The Group entered new fields of activities, with the ambition to sustain the electrical shift, delivering mobility solutions and connected services enlarging its geographical scope.

About Medallia

Medallia (NYSE: MDLA) is the pioneer and market leader in Experience Management. Medallia’s award-winning SaaS platform, the Medallia Experience Cloud, leads the market in the understanding and management of experience for customers, employees and citizens. Medallia captures experience signals created on daily journeys in person, on calls and digital channels, over video and social media and IoT interactions and applies proprietary AI technology to reveal personalised and predictive insights that can drive action with tremendous business results. Using the Medallia Experience Cloud, customers can reduce churn, turn detractors into promoters and buyers, create in-the-moment cross-sell and up-sell opportunities and drive revenue-impacting business decisions, providing clear and potent returns on investment. www.medallia.com

© 2020 Medallia, Inc. All rights reserved. Medallia®, the Medallia logo, and the names and marks associated with Medallia’s products are trademarks of Medallia. All other trademarks are the property of their respective owners.

Media contacts:

Hannah Arnold / Jacqueline Booker, Eleven Hundred Agency

Hannah.arnold@elevenhundredagency.com / jacqueline.booker@elevenhundredagency.com

T: 020 7688 5202

ARC Europe Group Media Contact

Antoine Aubry, ARC Europe Group

Antoine.aubry@arceurope.com

T: +32 476 977 477

Vehicle connectivity and data exchange requirements lead the automotive industry to require more data protection mechanisms to be assessed by the automotive value chain. As a major partner of the automotive OEMs, ARC Europe Group has decided to follow the TISAX assessment, in order to comply with the industry standards for what concern data security and secured exchange of information.

Since the 21^st of January 2021, and despite the pandemic context, we are proud to announce that ARC Europe SA became the first roadside assistance company covering Europe to receive the TISAX Label.

TISAX will enable and support us to process sensitive information and evaluate the information security in complete confidence. This major step will certainly strengthen our mutual trust and collaboration with our business partners when it’s about exchanging information in order to deliver the most relevant roadside assistance and mobility experience for their customers.

About TISAX

The TISAX (Trusted Information Security Assessment Exchange) is a standard security audit that allows the mutual acceptance of information security assessments in the automotive industry and provides a common evaluation mechanism for professional exchanges.

TISAX is an assessment and exchange mechanism for the information security of enterprises and allows recognition of assessment results among the participants.

About ARC Europe Group

ARC Europe Group is the largest supplier of B2B roadside assistance services in Europe with an outstanding network of providers in more than 40 European countries and its subsidiaries in France, Poland, Russia and Greece. The Group shareholders are the major automobile clubs in Europe: ADAC, The AA, ANWB, ACI, OEAMTC, RACE, TCB & TCS.

The Group entered new fields of activities, with the ambition to sustain the electrical shift, delivering mobility solutions and connected services enlarging its geographical scope.

Contact

ARC Europe Group Media Contact

Antoine Aubry

Head of Marketing

Antoine.aubry@arceurope.com

ARC Europe Group becomes the main partner for Groupe PSA in roadside assistance and connected services.

Almost 5 vehicles on the roadside out of 10 are under cover by ARC Europe Group, the mobility partner for top automotive brands in Europe, and Groupe PSA is not the exception.

ARC Europe Group will become as of 2019 the main Roadside Assistance and Connected Services Partner for Groupe PSA on 43 European markets including Russia and Turkey for a period of 5 years until 31/12/2023 and extend the collaboration established in 2009 between the two Groups.

“Groupe PSA is pleased to extend its collaboration with ARC Europe Group in 2019. ARC Europe is first and foremost a single point of contact for more than 40 countries; this allows us to simplify daily data exchanges but also to have a single tool for reporting or measuring our customers satisfaction. On the roadside, our customers will always benefit from the know-how of all members of ARC Europe Group”. Said Mr. Pascal Luchetti, VP aftersales/Aftermarket of Groupe PSA.

Lastly, Groupe PSA and ARC Europe Group are already working on two main subjects:

• The energy transition with the arrival in 2019 of a larger number of electric or hybrid vehicles, for which Roadside Assistance will be significantly different.
• The digitalization of Roadside Assistance into Positive Assistance, to offer an enhanced responsive customer experience on smartphones, including complete information and services required in case of breakdown or accident.

ARC Europe Group is expected to cover at least 20 million of customers and 12.5 million vehicles under warranty. ARC Europe Group is eager to support Groupe PSA in the roll out of the new European Service Activated Roadside Assistance program (SARA) steered by Groupe PSA’s headquarters.

“This successful partnership with Groupe PSA is the result of many talented people in both our organizations, who are daily engaged and compromised to serve the EV-drivers and ICE motorists on the road, in addition to procuring an extensive portfolio of connected services, which will positively impact the ultimate customer experience. We are very proud of our teams! Said Mr. Stefano Sarti, Managing Director of ARC Europe Group.

 Within ARC Europe Group, we are strongly focused in facilitating and centralising the data reporting of our customers, while prioritising our efforts in contributing with our partners for a better, greener and sustainable mobility (with our electric vehicle assistance solutions). We feel responsible to reduce CO2 emissions and advocate new energies for a sustainable planet”. Mr. Stefano Sarti, added.

Groupe PSA and ARC Europe Group signed their first Framework Agreement in 2009 for Peugeot, Citroen and DS and since 1993 with OPEL; a partnership established 26 years ago. The cooperation has been prolonged and expanded throughout the years. Since its beginning and until end of 2018, ARC Europe Group will have arranged within the Framework, almost 1.85 Million Roadside Assistances for all brands of Groupe PSA.

Focus of the renewed partnership will lie in Customer satisfaction, digitalization, enhanced Reporting and services adapted to EVs among others.

The markets are: Andorra, Albania, Austria, Azerbaijan, Belarus, Belgium, Bosnia-Herzegovina, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, Germany, Gibraltar, Greece, Hungary, Iceland, Ireland, Kazakhstan, Kosovo, Latvia, Liechtenstein, Lithuania, Luxembourg, Macedonia, Malta, Moldova, Montenegro, Netherlands, Poland, Portugal, Spain, Russia, Romania, Serbia, Slovakia, Slovenia, Sweden, Switzerland, Turkey and Ukraine.”

https://www.groupe-psa.com/fr
https://www.groupe-psa.com/en/

ARC Europe Group will become as of 2019 the Roadside Assistance Provider for Ford in the Euro 20 markets for an initial period.

On top, ARC Europe Group will keep providing services in Turkey (through local contract between the Joint Venture, Ford Otosan, and the ARC Service Provider, Marm Assistance), and in 16 European Direct Markets.

In all, ARC Europe Group is expected to cover nearly 1.5 Million New Vehicles (PC and LCV) yearly, plus 2.5 Million vehicles serviced at a Ford Dealership, through the successful Service Activated Roadside Assistance program (by which drivers get their mobility entitlement prolonged).

“We are proud to continue our long-lasting partnership with Ford and looking forward to expanding our service portfolio in connected and mobility services. We consider Ford a strong player in the automotive industry, we are pleased to share our vision in Positive Assistance, which will enable us to prevent and predict breakdowns and ultimately to enhance customer’s experience journey along the roadside”, said Stefano Sarti, Managing Director, ARC Europe Group

Ford Motor Company and ARC Europe signed their first Framework Agreement in 2005, and the cooperation has been prolonged and expanded throughout the years.

Focus of the renewed partnership will lie in digitalization, connectivity, innovative and tailored customer services like services adapted to Electrified Vehicles and Fleet Customers.

MARKHAM, ON, Feb. 5, 2019 /CNW/ – Club Auto Roadside Services Ltd., a leading provider of automotive services in North America, yesterday announced the company’s rebrand to Xperigo. The name change is the result of an extensive rebranding effort designed to reflect the evolution of the organization and reinforces the company’s commitment to managing customer experience in the evolving world of automotive mobility.

In 2014, the company’s leadership team engaged with industry stakeholders to assess the company, it’s industry, competitors, and the future of automotive. Based on that research, the company spent the next 4 years executing on a strategy to increase its relevance in the connected car space and position itself as a leading customer experience management partner in the automotive sector. With a stronger value proposition that resonated within the industry, the company experienced significant growth, winning more than 30 new brands as partners over a 3-year period. The rebrand is another important step in the progression of that strategy and to further accelerate our winning approach.

“We have completely transformed our business”, states Sean Grasby, President & CEO. “Now that we have transitioned from a single-service supplier into a valued strategic partner, it was important that our brand emulate a contemporary company that utilizes leading technology to deliver best-in-class customer experience management solutions. While our commitment to the clients we serve will not change, our new branding positions us well for the future of automotive mobility.”

“After almost 27 years of operating under the Club Auto name, the decision to rebrand was not taken lightly,” adds Dan Turner, Chief Operating Officer. “Much had been accomplished under the old brand but the time for change had arrived. The rebrand effort was a year-long process of discovery and creative development that incorporated feedback from team members, clients, prospects, and industry experts. As a service provider that delivers “experiences-on-the-go”, the name Xperigo conveys our commitment to an enhanced customer experience for our clients and their customers.”

About Xperigo
Xperigo has successfully managed customer experiences on behalf of the top automotive brands since 1992. Xperigo has developed a highly integrated service delivery platform that provides real-time access to a suite of automotive mobility services. These services include: Next-Generation Roadside Assistance, Customer Experience Management, Connected Car Services, Emergency 911 Services, Mobile Self-Serve Solutions, Concierge and Professional Services.

SOURCE Xperigo

https://www.xperigo.com/index.html 

On 11 and 12 April 2018, ARC Europe Group organised a 2-day training on damage-free vehicle entry and tooling and towing solutions with the help of ProLux, one of its preferred partners.
25 participants from 13 Service Providers met at the ProLux training centre in Blaustein, Germany, to be trained on specific tools and to exchange knowledge and best practices, under the supervision of new ARC Europe Technical Automotive Manager Noaman Agoufai.

On 20 March 2009, ARC Europe SA and Unicor Finance founded the company RAMK (Russian Auto Moto Club) in Moscow. The initial objective of RAMK was to provide roadside assistance in Russia, B2B as well as B2C. After 10 years of activity, RAMK has developed its business, generating 8.6 million euros of turnover according to the latest estimation (2017).

EN/FR – Press Release

Drivy and ARC Europe Group, roadside assistance leader, join forces through a unique global partnership

Drivy, the leading car-sharing marketplace in Europe, and ARC Europe Group, the European market leader in roadside assistance, announce their new global partnership, ARC Europe becoming Drivy’s global assistance provider starting today. Indeed, as Drivy accelerates its international expansion, this partnership aims at providing best in class, tailor-made and homogenous roadside assistance services to its users across the 6 countries where the start-up operates (France, Germany, UK, Spain, Belgium and Austria).