How Roadsurfer Transformed Support with DLEGATE
How Roadsurfer Transformed Support with DLEGATE
Industry: Mobility & Fleet Services
Tags: #MobilityTech #CustomerService #VideoInspection #DigitalTransformation
Challenge to tackle
When you're travelling in a camper van, freedom and flexibility matter most. But when something unexpected happens — a technical issue, a question about equipment, or a service request — how quickly and easily the issue is resolved makes all the difference.
For Roadsurfer, Europe's leading camper van rental platform, ensuring travellers get fast and reliable support is key to a great experience. That's why the company partnered with DLEGATE to integrate video assistance into its customer support operations.
The result? Faster resolutions, happier customers, and smoother workflows for the support team.
Real Results: Simplicity Meets Efficiency
Roadsurfer introduced video support for critical service interactions—and the impact was immediate. The share of cases handled via video has grown significantly, marking a major adoption milestone.
“By introducing video support we’ve reduced the number of interactions needed to resolve an issue by 15%, making problem-solving faster and more efficient. At the same time our Customer Effort Score improved by 17%, showing that customers feel the difference.”
Felipe Martinez, CX Partnership Manager at Roadsurfer
But beyond numbers, the real transformation lies in how seamlessly video support fits into Roadsurfer's existing processes.
Effortless Support for Travellers and Agents Alike
To ensure adoption was smooth from day one, DLEGATE helped Roadsurfer integrate video support directly into Zendesk, the company's main support platform.
Now, support agents can initiate a video session with one click—no extra tools or steps required. Customer data such as phone numbers and email addresses are pre-filled automatically, reducing handling time and avoiding manual errors.
On top of that, built-in reporting dashboards allow Roadsurfer to compare key metrics—like resolution times and CES scores—between traditional phone calls and video sessions, making the impact transparent and measurable.
Built with Agility – and a Shared Vision for What's Next
The implementation came together quickly thanks to DLEGATE's swift turnaround and hands-on collaboration.
“The DLEGATE team was quick to understand our needs and translate them into a working solution. It’s not just about having the technology—it’s about having a partner that moves fast and listens.”
Felipe Martinez, CX Partnership Manager at Roadsurfer
Since launch, Roadsurfer and DLEGATE have kept up a close exchange of ideas, working together on further innovations to enhance customer support even more. Some of these improvements are already in development and will be introduced to Roadsurfer's customers in the coming months.
A Step Toward a More Human, Connected Service
For Roadsurfer, this partnership is more than just a technology upgrade—it's part of a bigger journey toward a service model that is faster, clearer, and more human.
“This shift isn’t just about technology; it’s about creating a better experience for travellers. We’re excited to keep building on this success—scaling video support where it adds the most value and continuing to innovate for the modern traveller.”
Felipe Martinez, CX Partnership Manager at Roadsurfer
About DLEGATE
DLEGATE provides video assistance and self-service solutions that help organizations simplify field operations, improve data quality, and create better experiences for their customers. From insurance and mobility to manufacturing and field service, DLEGATE connects people and processes in smarter, faster ways.
