Case Study

Background
AA Ireland is the country’s major motoring organisation with almost half a million customers in Ireland. Established as far back as 1910, AA Ireland has become one of the country’s best known and most trusted brands. With nearly a century of service behind it, AA Ireland is also recognised as one of the most respected independent voices for the Irish motorist.

Challenge
The AA deals with 120,000 vehicle call-outs across Ireland every year, responding to motorists stranded in unfamiliar surroundings, poor weather conditions and potentially unsafe situations.

Having made a significant investment in GPS-enabled vehicles over the last 5 years, the AA wanted to fully integrate geographical information throughout their rescue management operations.

Solution
The new rescue centre application, developed by Irish software company Mapflow and its partner Mentec International, enables the AA to manage the complete roadside assistance cycle more effectively. From the moment the first rescue call comes in, accurately locating the rescue on a map, finding the nearest available patrol vehicle or approved garage, and monitoring the job progress through to completion are all vital to ensuring that the AA meets increasingly demanding customer requirements and service expectations.

Results
The system, which went live in December 2005, gives the AA access to a central management console that provides real-time information on breakdowns as they happen. Patrol despatches can be managed more effectively, with a complete view on the progress of call-outs.

“It’s very reassuring for customers to know that once they contact us, our operators know exactly where they are, where the nearest patrol is and that we’re on the way. If there is any problem, such as traffic build-up between us and our customer, we can react accordingly before it ever becomes an issue for them”.
Dennis Fisk, Membership Director, AA Ireland