How ARC Europe built a digital mobility ecosystem for roadside assistance
ARC Europe recognizes that the way drivers engage with roadside assistance is changing: requests are increasingly triggered in a digital-first manner, either directly from the vehicle or through OEM-branded digital channels. This shift means that owning the digital customer relationship depends on our ability to integrate seamlessly into these digital ecosystems while maintaining the care-driven identity of our network.
Digitalization, a strategic transformation of roadside assistance
Digitalization is a strategic transformation of roadside assistance into a predictive, integrated, and data-driven mobility service. ARC Europe invests in platforms such as Atlas (our next-generation Case Management System) and SPARX (our real-time data and services exchange engine) to make this vision a reality. These technologies enable cross-border digital case handling, from incident detection through connected vehicles and digital safety services, to automated triage and geo-dispatch, offering real-time updates and satisfaction insights for drivers.
Real-time data and services exchange
Real-time data exchange is the backbone that connects our entire digital roadside assistance ecosystem. SPARX is an API-enabled real-time data and services exchange engine that ensures fast information flow and precise action triggers across borders. Through SPARX, we guarantee speed of operation, and end‑to‑end data accuracy within our digital ecosystem.
Seamless Case Management
Seamless Case Management leverages AI, real-time interactions, process automation and data-driven decision-making to deliver an optimized, service through an intelligent digital ecosystem. ARC Europe has developed its own CMS, Atlas (Case Management System), harmonizes intake, triage, and dispatching processes across markets, reducing handling time by up to 70% and improving first-time resolution rates.
Connected Vehicle Integration & Digital In-vehicle Safety Services
Through our eCall, bCall, and even Stolen Vehicle Tracking (SVT), we link directly with OEM vehicle data, provide timely support when drivers need it most. Connected vehicle integration fuels predictive services such as battery health monitoring and remote diagnostics, reinforcing our support teams and optimizing resource deployment for every roadside incident.
Omnichannel Customer Experience
Customers can access pan-European roadside assistance support through their preferred channel — whether voice, chat, app, or in-car assistant — with consistent case visibility throughout. This omnichannel customer experience improves accessibility and integrates secondary mobility services across the digital mobility ecosystem.
Data & Insights
Digital roadside assistance generates valuable mobility data. ARC Europe transforms this data into actionable insights for OEMs and partners, Digital RSA.
From reactive support to a strategic enabler
By digitalizing roadside assistance, ARC Europe moves from being a reactive problem-solver to becoming a strategic enabler of mobility continuity. Our approach ensures optimized operational costs, faster interventions, and a stronger connection between brands and drivers within the digital mobility ecosystem.
It positions ARC Europe as a trusted provider and innovation partner for future‑proof mobility services.
Discover how partnering with ARC Europe can accelerate your digital transformation journey.
