Page 27 - Turkinsurance Digital Magazine

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How are technology and innovation tem. Reaching a 30% usage rate just one year after
positioned within AXA Partners’ value its launch is the clearest indication that policyholders
proposition? have rapidly embraced this experience.

With eRescue, policyholders can create their tow
Technology lies at the core of the value we deliver.
Thanks to the platforms developed by our in-house truck requests fully digitally in the event of a break-
software team, we manage assistance processes down or accident and track the process step by step.
end-to-end across various areas such as motor, This structure provides advantages in speed and ac-
health, home, and travel. cessibility while also strengthening transparency and
the sense of control. Thanks to our white-label setup,
our business partners can offer this infrastructure to
Our API-based real-time integration infrastructure
ensures seamless data flow at every stage—from the their customers while preserving their own brand ex-
moment a request is created to the completion of the perience.
solution. In this way, we achieve both operational ef-
ficiency and speed and accuracy in decision-making Our geolocation and real-time tow truck tracking
processes. system takes the experience one step further. Poli-
cyholders can monitor the location of the dispatched
tow truck instantly on a map and view the estimated
Through the analytics technologies we use in our call
center infrastructure, quality monitoring, perfor- arrival time. As of the end of 2025, a usage rate ap-
mance measurement, and process improvements are proaching 80% clearly demonstrates how critical the
carried out simultaneously. This approach ensures need for visibility and control has become.
not only cost optimization but also a sustainable im-
provement in service quality. This solution not only creates trust and transparen-
cy on the customer side but also delivers significant
optimization on the operational side. Arrival times,
However, for us, technology is not an end in itself. We design
Assistance services often come into play at moments mileage data, and process steps are monitored regu-
when the customer is in need. For this reason, it is larly, enabling measurable improvements in both cost our digital
critical to design technology together with the hu- management and service quality. infrastructure in
man touch. While our digital infrastructure accel-
erates processes, the empathy, communication, and Technology accelerates the process; however, what combination with
solution-oriented approach of our teams in the field makes the experience lasting is supporting that tech- our operational
and call center strengthen the human dimension of nology with the right human touch at the right mo-
the experience. We position technology as a tool that ment. We design our digital infrastructure in combi- strength in the
empowers people—not as a structure that replaces nation with our operational strength in the field and field and the
them. the empathetic approach of our customer represent-
atives. empathetic
What has been the tangible impact of approach of
digital investments on customer How would you define this entire
experience? transformation within a single framework? our customer
We do not view digitalization as a separate topic, cus- representatives.
The most significant outcome of digitalization has tomer experience as an isolated project, or operation-
been increased transparency and visibility. Making al efficiency as an independent goal. On the contrary,
processes more traceable enhances the customer’s we believe that real value emerges when all of these
sense of control and reduces uncertainty. Thanks to come together.
real-time integration, operational processes proceed
more consistently and quickly. This positively im- The relationship established in sales, the speed and
pacts both customer satisfaction and performance transparency provided by digital infrastructure, the
measurement for our business partners. Ultimately, consistency of operations, and the trust created by
customer experience is no longer limited to a single human interaction are all complementary elements of
point of contact; it has become an end-to-end journey the same experience. When this integrity is achieved,
that is continuously designed and improved. it creates both customer satisfaction and sustainable
value for our business partners.
At this point, eRescue stands out as one of the most
concrete examples of our digital assistance approach. Our approach is to implement this structure as an in-
It is among the leading and most comprehensive tegrated model. We address our digital investments
solutions in the digital roadside assistance field. An together with our commercial strategy, and our oper-
integration rate approaching 80% with suppliers ational capacity together with experience design. We
demonstrates that we hold a strong and influential believe that the future of assistance will be shaped by
position within the digital roadside assistance ecosys- this harmonious and holistic structure.