Transforming Roadside Assistance with Connected Vehicle Innovation
The Challenge
A leading telematics service provider was grappling with critical challenges that compromised their ability to deliver reliable roadside assistance during emergencies:
Network Outages: Wireless network disruptions (AT&T, Verizon) frequently led to a loss of GPS location data, leaving agents blind to the vehicle’s location.
Extended Downtime: Outages lasting several hours delayed essential services, including dispatching 911 to accident sites.
Service Interruptions: Other vital telematics services, such as Destination Assist and navigation, were also affected, further reducing service reliability.
These challenges not only impacted operational efficiency but also risked customer trust and safety during critical moments.

The ConnectedX Solution
Recognizing the urgency of the situation, ConnectedX designed innovative, multi-layered solution to overcome these hurdles:
Scalable data architectures allow organizations to grow without constraints, accommodating increasing data volumes, complex queries, and real-time analytics needs. Key components of a scalable system include:
- Leveraging Cell Tower Triangulation Elasticity to adjust resources as data demands fluctuate.
- Redundancy through Mobile App Integration:
These challenges not only impacted operational efficiency but also risked customer trust and safety during critical moments. Inspired by leading-edge practices, ConnectedX implemented a redundancy mechanism via a mobile app. This app detects accidents and automatically
communicates the location to call centers. By adding this backup system, ConnectedX reduced over-reliance on the vehicle’s Data Communication Module (DCM), ensuring location data was always available regardless of network conditions.
- Outcome & Benefits
Increased Reliability: Location data could now be accessed through multiple channels, significantly enhancing service reliability.
Improved Service Availability: Critical roadside assistance services remained functional even during outages. - Faster Emergency Response: By ensuring uninterrupted location data, ConnectedX enabled faster dispatch times and improved overall customer safety during emergencies.
ConnectedX’s innovative approach empowered the telematics provider to deliver highly available and reliable services, setting a new benchmark for emergency response efficiency in the industry.