The Brief

One of the AA's key products is European Breakdown Cover (EBC) insurance, which offers members emergency roadside repair and other key services. When the AA was bought by CVC and Permira in 2004, the decision was taken to outsource the EBC product. As a result, the AA required a partner with the ability to develop EBC's technology and establish a coherent sales and service team, all located on one site.

The Solution

RESPONSE was the only UK provider capable of delivering just what the AA needed. Using Relatis ®, we re-engineered the technology platform that powered the AA's e-commerce and contact centre and took over the running of the dedicated operation. This resulted in a streamlined multi-channel solution, encompassing phone, email and web, with full audit trail of customer contact, quotation, sales and billing history.

The Results

The new system we created for EBC wraps the whole of the customer experience into one. It can now handle multiple brands, products and channels, each with multiple attributes. Crucially, it has the ability to react quickly to changes in the marketplace. Thanks to our full re-engineering of EBC's processes, we have not only created a more efficient system, we have enabled the AA to grow its business too.

"We chose RESPONSE for the benefits they allowed us to deliver to our customers. RESPONSE has the ability to develop our core business systems through Relatis ®, giving us the flexibility and opportunities for future growth and improvement in our business performance. We're delighted to be working with them and look forward to watching the business progress."