AA runs smoothly on tablets

By Stephen Ballantyne

Friday 13th February 2004

Econz's long running project to develop the most powerful CRM software in the world for motorists' service organisations such as the Automobile Association has just matured to a new, more sophisticated level. The latest development gives the man in the van greater ability to service customers than ever before and is a lesson in the implementation of mobile technology many could follow.

The new system puts Microsoft Tablet PC devices in all AA vans. Using wireless technology, the AA can direct its mobile service workers to stranded motorists with precision and efficiency.

Each van has a heavy-duty Panasonic Toughbook Tablet PC mounted on a steel column next to the driver. When a stranded AA member places a call for assistance, a comprehensive geographic information system that helps work out exactly where the breakdown has occurred transmits data including a map showing the location of the service van best able to respond.

A global positioning system is connected to each Tablet PC so both the driver and the base know where each van is at all times. Before he arrives at the scene, the service worker knows what sort of problem he will be dealing with, the make and model of car and where he will find it in relation to local landmarks.

At the breakdown, tablet technology replaces conventional paperwork with onscreen forms that can be filled in with a pen in the normal way. The difference is information is immediately sent back to base, so the progress of the job and the breakdown engineer's workload are constantly known.

Econz has been working on data processing systems for the AA since 1988 but this latest project to radically increase the flow of information between head office and the service vans goes back three years.

Automobile Association national road service manager David van Kampen says the association wanted to enhance three parts of its operations: its core receipt and dispatch system, its telephony system, and the provision of information to staff in the field using tablet-based systems.

"The idea is to take all the enhancements and money we've invested in the back end of the business and deliver it to the front end so the members can really see it. Even the first two stages produced measurable improvements in speed of response, but we wanted to put more customer information out there."

AA project manager for road services Paul Wykes notes the implementation of the system has been "on time, on spec and within budget, and there's not many IT projects that can claim that. It's faster, more accurate and there's more meaningful information getting transferred. There's no doubt that will translate into better service and happier members."

Most of the AA's fleet of about 130 vans have had Toughbook Tablet PCs installed, with the last few vans due to be brought online within weeks.

According to Mr van Kampen, the increasing computerisation of vehicle electronics will integrate nicely with the AA's system. In the near future, he expects, AA mechanics will be able to wirelessly diagnose vehicle faults in new cars before they even get out of their vans.

Econz already makes significant sales of its systems to other motorist associations, notably the National Roads and Motorists' Association in New South Wales, which looks after more than two million members. The added capabilities provided by the tablet-based system are sure to be offered to the NRMA and other motoring organisations in Australia and elsewhere.

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