OEMs and mobility providers are under increasing pressure to do more with less. They are expected to scale services across markets, integrate seamlessly into complex digital ecosystems, maintain ownership of the customer relationship, and reduce cost‑to‑serve. All while delivering a consistent, high‑quality experience to drivers.
Roadside assistance sits right at the intersection of these challenges. Traditionally fragmented, country‑specific, and call‑driven, it is often costly to operate and difficult to standardise at scale. Digitalisation is no longer optional, but digitising roadside assistance without adding complexity is where many OEMs struggle.
At ARC Europe, SmartRSA was designed precisely to address these challenges.
SmartRSA: a scalable digital roadside assistance platform
SmartRSA is not just a digital roadside assistance solution. It is a scalable, integration‑ready platform that enables OEMs to standardise and digitalise roadside assistance across markets, while remaining closely aligned with local operations.
Built on ARC Europe’s pan‑European assistance network, SmartRSA allows OEMs to move towards a unified digital framework that reduces complexity, improves efficiency, and supports long‑term scalability.
Although deployment remains country‑specific, adoption of digital channels already reaches over 60% in several markets, demonstrating that SmartRSA can be rolled out effectively at scale.
Designed to integrate seamslessly into OEM ecosystems
One of the key barriers to digital transformation in roadside assistance is integration complexity. SmartRSA was developed with this reality in mind.
The platform is designed to plug smoothly into existing OEM digital ecosystems, including:
- OEM‑branded mobile applications
- Web environments
- IVR and contact centre flows
- Backend systems and assistance operations
By working as an independent yet integration‑ready layer, SmartRSA enables OEMs to add digital roadside assistance capabilities without re‑architecting their entire IT landscape. This approach allows OEMs to retain ownership of the customer relationship, while ARC Europe supports the operational execution behind the scenes.
One platform, covering two critical phases of roadside assistance
SmartRSA covers the two most impactful stages of the roadside assistance journey, where efficiency, transparency, and cost control matter most.
1. Digital service request (SmartCall)
SmartCall enables drivers to request roadside assistance digitally through a structured web application. The solution can be accessed via multiple OEM‑controlled touchpoints, such as apps, websites, SMS links, or IVR flows.
By guiding drivers through a structured intake process, SmartCall:
- Improves data accuracy from the start
- Reduces unnecessary back‑and‑forth with contact centres
- Shortens case handling time
- Lowers overall cost‑to‑serve
For OEMs, this translates into more efficient case management and a higher degree of process standardisation across markets.
2. Real‑time service delivery tracking (SmartView)
Once assistance is underway, SmartView provides real‑time visibility into the assistance process through an independent web application.
Drivers can:
- Track patrol location
- Receive ETA updates
- Follow case progress in real time
From an OEM perspective, this transparency significantly reduces inbound “where is my patrol?” calls, a major driver of avoidable contact centre volume and cost, not to mention customer frustration.
Tangible economic and operational value for OEMs
While improving the driver experience is important, SmartRSA is fundamentally designed to deliver measurable business value:
- Reduced cost‑to‑serve through digital intake and fewer inbound calls
- Faster case handling and improved operational efficiency
- Standardised processes across multiple countries
- Scalable deployment aligned with OEM growth strategies
- Cross‑border availability in the driver’s native language
By consolidating digital roadside assistance into a single platform, OEMs gain control, visibility, and consistency, without sacrificing local operational effectiveness.
Digital‑first, but always care‑driven
ARC Europe’s approach to digitalisation is pragmatic and outcome‑focused. SmartRSA is designed to support people in delivering better assistance, not to remove the human element from roadside support.
Digital channels handle what can be automated efficiently, allowing contact centres and assistance partners to focus on cases where human judgment and care truly matter.
As Pantelis Georgilis, Head of Product Development at ARC Europe, explains:
“Transparent, digital‑first solutions are key enablers of a superior customer experience and a driver of future operational excellence. Yet, even in a digital‑first world, roadside assistance remains a deeply human service. SmartRSA is designed to enhance care, not replace it.”
A future‑proof foundation for digital mobility services
For OEMs looking to simplify multi‑country roadside assistance, reduce operational cost, and strengthen control over their digital customer journeys, SmartRSA provides a proven, scalable foundation.
Discover how partnering with ARC Europe can help future‑proof your roadside assistance operations and digital mobility services.
Contact us to explore how SmartRSA fits into your ecosystem.
