Case Study: Automobile Club cuts service delivery costs 60–80% and boosts customer satisfaction with VPI VirtualSource

Automobile Club - Customer Case Study

The Automobile Club, a member‑driven provider of roadside assistance, travel and insurance services, faced the challenge of delivering reliable 24/7 service without long call queues; an outsourced call center proved unreliable and costly. To address this, the Automobile Club turned to VPI and its VirtualSource intelligent IVR virtual agents (the Virtual Call Agent "Express Service") to automate peak and after‑hours call handling.

VPI deployed VirtualSource Agents integrated with Campana Axis digital dispatch to immediately answer calls, verify member and vehicle details, and dispatch the nearest tow without live‑agent intervention. The solution cut service costs by 60–80% per call, reduced agent call time by about 60% (75 seconds vs. 3 minutes), is expected to handle 60% of calls when fully implemented, and helped achieve a 4.3/5 customer satisfaction rating while eliminating queues and speeding response.