A24 · Road assistance · Mobility
Modernizing a 20-year roadside-assistance business, phone-first to digital-first
Two apps (B2C + B2B), ERP integration, and the operating shift to back them, at a 20-year-old road-assistance company with 42k+ partners across Europe.
The situation
A24 is a Romanian road-assistance company with nearly two decades in the field. National and international coverage across Europe, 600+ partners nationally, 42,000+ partners Europe-wide. The customer-facing mobile app had aged out of modern expectations: limited functionality, security and reliability behind the curve, and a UX that pushed routine cases through long phone calls with operators. Towing partners had no dedicated tooling of their own. The ERP at the centre of the business was, at the start, out of reach to the development effort.
“Twenty years in this business taught us to be careful about technology investments. Working with binhatch changed our mind. They understand what our operation needs to keep running, and they ship it with our agents and partners in mind. It stopped being a software project and became part of how we run.”
What we did
- Rebuilt the B2C app from the ground up: customer profiles, case opening, real-time status tracking, in-app contracts, and self-serve flows that used to require an operator on the line.
- Designed and shipped a parallel B2B app for towing partners: same design language, same interaction model, network coordination through the same surface.
- Worked around the initial ERP-access constraint using Zendesk for case management; once ERP access was granted, pulled the integration back in and audited the system end-to-end.
- Built a long-term product roadmap with A24 covering prioritisation, budgeting, and operational streamlining.
- Lifted performance and security at the database layer, not just at the surface.
- Automated manual steps across the support and dispatch flow.
The outcome
- 8,708 registered users and 8,522 registered cars on the new mobile platform (snapshot 12-2024).
- 3,478 contracts bought through the app; €108k+ in successful in-app payments.
- Support-agent time on active-case management materially down.
- Performance and security improvements across the database layer.
- Manual operational steps automated. Lower development cost, fewer human-error windows.
- Technical-debt reduction compounding into lower maintenance cost over time.
Stack
A24 is the kind of engagement that looks like an app rebuild on paper and turns out to be a multi-year shift in how a 20-year-old roadside operation runs day to day. The technology is rarely the hard part. The operational shift around it is. We treated the engagement as a handover of operating capability, not a code drop. Today, agents handle the calls that actually need a human; the rest moves through the apps.