Customer Success Story:

NetMotion provides mission-critical communications for AA’s roadside-assistance service

The Challenges

UK’s largest vehicle breakdown service, AA, responds to an average of 10,000 requests for roadside assistance every day. To improve efficiency, safety, and customer service, the organisation decided to shift away from its central call centre to a mobile-first model that was distributed and field-based. When customers use the dedicated AA smartphone app to request assistance, that information is relayed directly to roadside patrols for response. The app functions as a virtual dispatch for AA’s remote service units, providing breakdown location, member name, and vehicle information. The app then guides teams through repairs, provides information about parts, and documents follow-up service. Without real-time, secure, uninterrupted mobile communications across all network conditions in all locations, this initiative would have no chance of success.

The Solution

AA chose to implement NetMotion’s mobile VPN to maintain data integrity and uninterrupted connections between the mobile app and call centre systems. Now roadside response units exchange information seamlessly with the AA servers. Connectivity on the iPhones is maintained through all coverage conditions, even in remote areas and during peak seasons. The solution also improves customer satisfaction because members experience more direct communication and documentation after each service call.

AA’s mobile service relies on NetMotion for networking connectivity that’s critical to the success of the company’s mobile-first strategy. The uninterrupted connectivity provided by NetMotion allows this workflow to function smoothly. In addition, the mobile app reduces worker safety issues. Roadside patrols often work in vulnerable situations, in motorway lanes near fast-moving cars. With the mobile app, they take fewer dangerous trips across busy roads to retrieve equipment or transfer information.

We’ve had no implementation and troubleshooting issues. We haven’t had any issues around connections.”
Mark Dawson, Transformation Programme Manager for Road Operations for the AA

All the patrols have seamless, fully connected communication. They open NetMotion, hit connect, it says connected. It’s as simple as that.”
Mark Dawson, Transformation Programme Manager for Road Operations for the AA