The RAC, the UK's most progressive motoring organisation, has successfully deployed SSP Select Contact Centre, SSP’s specialist high-volume personal lines contact centre broking solution. The solution, which is already used by a number of leading high-volume personal lines brokers across the motor and household insurance sectors, went from project initiation to go live in less than six months.
As part of a multi-million pound deal, the RAC will use SSP Select Contact Centre to replace a number of its legacy systems, including its core administration and sales systems. SSP Select Contact Centre has already proven its flexibility by underpinning the RAC’s core breakdown service, and will also support its new remote diagnostic telematics offering that the RAC is launching later this year.
Founded in 1897, the RAC has always been at the fore of motoring innovation – today its patrols are equipped with the world’s most advanced diagnostic equipment – similarly the business utilises the latest IT systems to drive its sales and service function for the benefit of its seven million members. In addition to roadside assistance, the company provides motor insurance broking services along with a suite of legal and motor claims services that provide both consumers and corporate customers with legal cover and advice.
Previously, the RAC’s IT architecture had been based around a complex CRM system and connected to several different fulfilment and claims systems. With SSP Select Contact Centre, however, the RAC will benefit from a much more flexible and agile platform, so that it can be more innovative with its products and pricing and also benefit from new technologies such as advanced telematics.
Laurence Walker, SSP’s Chief Executive said: “The decision to migrate to SSP Select Contact Centre has enabled the RAC to simplify its IT infrastructure considerably, resulting in significant cost savings. Also, because the RAC has chosen to host the solution in SSP Cloud, they can focus on running their business rather than managing IT. As such, the RAC will benefit from increased efficiency and much greater speed to market, as well as the ability to change product information, rules and prices very easily, whenever they choose.”
The system’s flexible architecture also means that the RAC can now connect to a number of third party systems and applications seamlessly. As a result, the company can now share client information between the roadside assistance and sales teams much more easily, which helps to reduce cost, speed up service and make sure that customer communications are relevant, accurate and timely.
SSP Select Contact Centre will also enable the company to deliver a significantly enhanced customer experience, since it will allow its contact centre operators to collect and input customer information much more efficiently. In fact, thanks to integrated look-ups for postcodes and car registration numbers, a quotation can now be processed in a fraction of the time it took previously.
Mike Minahan, Director of Sales & Service at RAC said: “SSP has a very strong reputation in the industry and it’s easy to see why. The entire team had a refreshing, honest approach and completed the project on time and on budget, which is no mean feat for a project of this size and complexity. They really took the time to understand our business, which ensured they had the operational-level knowledge needed to deliver a solution that would allow us to achieve our ambitious business plans. Our contact centre team has already reported that SSP Select Contact Centre is far superior to our previous system, as it’s a lot quicker, easier to use, and more intuitive, so we are already seeing some very clear benefits.
“We are driving our business at a pace with ground-breaking new member propositions in line with our vision to be the motorist’s champion such as our revolutionary RAC Advance telematics, which will completely transform our service to members, our fleet management dashboard for Business Club clients and our new online used car offering raccars.co.uk giving added reassurance for buyers and dealers alike. SSP will be a significant cornerstone of our enhanced business enabling us to better serve our members and to differentiate the RAC from other motoring organisations.”