AUTOMOBILE ASSOCIATION OF SA A CUSTOMER JOURNEY

AGENDA An overview of AASA Objectives and requirements The solution The outcome Lessons learnt Whereto from here?

OVERVIEW 2 200 000 Corporate Customers 197 000 Members Patrol & Battery Vehicles Designated Driver 2 2 million Outbound calls 600 thousand Inbound calls Tows Stand By You AA Rescue app downloads 20k 206 000 Work orders Patrol Services Home Assistance Battery Sales Medical Assistance Core Services Provide Roadside Assistance services for the past 85+ years

HOW THINGS HAVE CHANGED OR DID THEY?

CUSTOMERS AND TECHNOLOGY DRIVES CHANGE Vehicle technology Vehicles are more reliable but more complex to assist when they break Telematics is changing this industry - connected cars Communication technology Voice Mobile Wireless Customer expectations have increased in relation to the change in technology Service must be always on! Source: www.jabil.com

REQUIREMENTS Q2 2014 Decided to review the field service management system Reliability of devices was a problem Used different systems for work processes One view of fleet location, task statuses and unattended work was critical Needed to improve our performance and productivity Reliability and speed from the solution (Updates need to be visible in real time) Needed to integrate to our backend systems Ability to customise processes in the solution Ability to work offline when out of coverage

OBJECTIVES Improve scheduling Reduce the average distance travelled to an incident (Closest resource) Send the most appropriate resource for the task Improve productivity Increase the number of tasks per resource per day Simplify the execution of tasks at resource level (Availability and speed) Net result = Increase response times and reduce cost per assistance task

THE SOLUTION We researched various solutions and decided on Appointed Powertech Systems Integrators as our solutions partner Key reasons for our decision: An integrated dispatch (scheduling) and field service management (mobile) solution Ability to customise processes Roster (Shift management) and Analyze (Optimisation) are added benefits that will assist in reaching our objectives An established solution that supports our buy before we build strategy Faster time to market

THE ARCHITECTURE The architecture may seem complex but it ensures functional reliability and improves performance of the system. Navigation

THE PROJECT Key challenges: Emergency type tasks are real-time and difficult to schedule in a controlled/sequential fashion Mobile resource status is critical mobile data communication is vital Dispatcher need to own the task they work on, they are communicating with the customer Elapsed time on tasks need to be visual Task workflow and status drives the process CRM integration is real-time Front end call taking agents must be able to view task status on a case in the CRM system Every minute counts Reporting all key task information is updated to CRM, keep ClickSchedule lean for performance purposes

THE PROJECT Phase 1 Duration: 9 months (January 15 September 15); Phase 2: In progress (3-4 months) Key Customisations: Capture information in ClickMobile to display on columns on Resource Gantt Chart: Vehicle Inspection Time Type of Vehicle (Patrol/Towing) to be used Device Serial Number to assist with remote support Log-off time Auto-schedule and dispatching drop-off tasks (Second task for delivering a vehicle to its destination) Semi-Automatic Scheduling and Dispatch (suggests best candidate based on business objectives) Display static standpoints on map Launching of offline Navigation Software from a ClickMobile task Battery Price calculations and intricate conditional settings for Roadside Payments Flexible canvas for vehicle inspections Task duration timer displayed on ClickSchedule Elapsed time calculations on task from the time it hits ClickSchedule Dispatcher performance monitoring Context Previous projects we did to achieve similar functionality took 18-24 months.

THE OUTCOME ClickSchedule simplified the dispatch process. The best suited resource to the task is easily identified and dispatched. The reliable delivery system to the fleet's mobile device ensures a quick response with no added effort. Dispatch Supervisor Visibility end to end once assigned to dispatch Resource task status Device status Communication status ClickSchedule offers various different dispatch methods out of the box! Managing jeopardies at task level help to manage potential service failures

THE OUTCOME 220+ Roadside engineers using the system ±30 Dispatchers on ClickSchedule

LESSONS LEARNT User involvement during the requirements definition and design phase Clearly understand your service objectives and business rules A phased roll-out to production Training of users is critical Understanding the features and how it can be applied Example Scheduling methods can have different outcomes if not understood Do not underestimate the value of an experienced implementation partner Support from ClickSoftware and other partners helped to make it a success The effort in managing mobile devices must not be underestimated We still have a large number of communication blank spots throughout urban areas

WHERETO FROM HERE? The next wave of projects Move contractors into ClickSchedule (Will add an additional 4-6k tasks per month) Implement automated dispatching of tasks Implement real-time analytics and service reporting Implement ClickRoster to optimise and manage shifts The journey has only started every new feature in the product set is a discovery of opportunities on how to improve our business

QUOTES FROM THE FIELD Our involvement in the AASA implementation has been a great challenge and immensely rewarding for all team members. We are looking forward to the next steps that will broaden the user base, expand functionality and deliver even more business value - PTSI Project team Click is Clicking! Fleet operations supervisor It's challenging changing systems, but the transition to ClickSchedule brought much relief to the department. Finally a system we can rely on to deliver tasks efficiently to our resources and reduce time consuming telephonic communication. Dispatch Supervisor