Modernizing a 20-year roadside-assistance business, from phone calls to self-serve

The situation

A24 is a Romanian road-assistance company built over two decades on phone-first operations. The customer app had fallen behind expectations, forcing customers into long back-and-forth calls with operators for routine tasks. Towing partners had no dedicated tooling. And the ERP that sat at the center of the business was, for a long time, inaccessible to the engineering effort.

What we did

• Completely rebuilt the B2C app — customer profiles, case opening, real-time status tracking, self-serve where phone calls used to be required.
• Designed and shipped a parallel B2B app for towing partners.
• Worked around initial ERP limitations using Zendesk for case management, then pulled the integration back in once ERP access was granted and audited the system end-to-end.
• Upgraded database performance and security at the foundation, not just at the UI.
• Automated manual processes across the support and dispatch flow.

The outcome

• Support agents spend materially less time managing active cases.
• Database-level performance and security improvements across the platform.
• Manual operational steps automated — lower development cost, fewer human errors.
• Technical-debt reduction compounding into lower maintenance cost.
• External service integrations cleaned up and consolidated.

Stack