The Choice of Audi, Ferrari, and Ford

Commissioned by MENA Assistance, Carpal is a digital platform that connects distressed motorists with roadside assistance providers. For service providers, it offers dispatch and payment systems in addition to business opportunities.

The platform also caters to the needs of car manufacturers, car hire, and fleet management companies among others. Within a short time, it has become the choice of top automotive brands.

The Client

Mena Assistance is the most reputable business-to-business Roadside Assistance and Customer Care provider in the Middle East and North Africa.

Their clients represent leading automotive brands including Audi, Ferrari, Ford, Jaguar, Land Rover, Lincoln, Maserati, Mercury, Porsche and Range Rover.

With presence in 300+ cities and with 1.5m+ annual interactions, Mena Assistance has become a leader of car care services in the region.

The Problem

Originally emerged as a call-center based roadside assistance services, CarPal struggled to keep up with the competition where the market included competitors featuring mobile apps. A couple of other tech providers worked on this project prior to CarPal’s commitment with DPL and the projects turned out to be failures on both occasions.

The Solution

The digital transformation of CarPal did not only involve the development of apps but the integration of their existing system as well. The disoriented structure was integrated allowing all the modules including mobile apps and tele-assistance into unified system that enabled seamless inter-app syncing. Third-party integration with Jaguar, Land Rover

While the initial plan was to launch the product in the UAE alone, the client’s confidence in our solution did not stop us there. As a result, Bahrain, Kuwait, Oman, Qatar, Saudi Arabia, Iraq, Jordan, Lebanon, Palestine, Syria, Yemen, Algeria, Egypt, Morocco, Tunisia, were also onboarded throughout September 2020.

Pleased with our performance and the quality of the product, the client has decided to entrust us with the future development of CarPal. Further enhancement in features is on the cards as we move ahead to add machine learning powered intelligent matching algorithm.