IT systems and processes
Our IT investment can be broadly separated into infrastructure, AA Help (our Roadside Assistance deployment system), customer relationship management (CRM), and our digital platform. The complexity of our requirements means that these systems have to inter-connect. We are now at the stage where we are beginning to benefit from the investment we have made in these systems.
IT support systems
We have successfully installed new IT infrastructure and applications to support our back-office functions and call centres. This is generating savings as we reduce manual reconciliations and in-house maintenance, and become leaner and more efficient.
AA Help 2 and the patrols’ communication
The new version of AA Help, our bespoke operational deployment system, was rolled out in 2016. This improves the interface for our call centres and patrols, enhancing information flow among our employees and patrol deployment.
Access to iPhones and tablets for our patrols has significantly improved their efficiency as they now have easy access to information ahead of and during a job. This also saves time spent on administration as we increasingly reduce reliance on paper records of jobs done.
The marketing element went live ahead of plan, allowing us to segment and market to customers in a more sophisticated, personalised and relevant way. The system reduces the quantity, while increasing the effectiveness, of communication.
The integrated sales platform will, once all Members’ data is loaded, enable a 360-degree view of a customer, their data and products. This will enhance customers’ experience, our ability to match their needs to our range of products and allow us to communicate with greater relevance. It is also expected to reduce handling time, and therefore costs, for call centres and increase the number of products per customer from the current level.
This allows our in-house Underwriter to tailor prices using enhanced data and it enables more dynamic and frequent price changes. In time, other members of the insurer panel will also be able to adopt it and we expect it to improve performance in our broking business.