The Automobile Association of South Africa (AA), has awarded a R4 million IT project to leading IT business solutions provider, 3fifteen, as part of a strategic plan to enhance customer focus and profitability.
Says AA CIO, Paul Credo: "We`re changing the heart of the AA, a 71-year-old company, to give us a totally integrated view of our customers. This will give us access to data, which will allow us to be more proactive and provide services and information that will be extremely beneficial to our individual and corporate members. Already, we have upgraded our hardware platform and implemented a state-of-the-art call centre."
He says the AA`s goal is to have an easily accessible record of every interaction with its members, "from a patrolman`s call sheet to a telephonic query about the numerous services offered by the AA".
"The AA`s focus is to become more customer-driven. Apart from warning members about recurring faults on their vehicles and suggesting solutions, we`ll be able to track trends such as receiving an unusual number of calls from individuals driving the same model car reporting a similar problem. This means we can alert manufacturers with fleetcare plans of these breakdown trends."
Credo says 3fifteen, a Microsoft Certified Partner, was awarded the contract after a comprehensive selection process.
"3fifteen has extensive integration and development skills on the Microsoft platform as well as the enthusiasm, imagination and dedication to deliver the foundation on which we can build and achieve our vision," he adds.
According to 3fifteen`s chief executive, James Baber, the AA`s current systems are disparate and fragmented, making modification a complex, difficult task.
"The system`s rewrite will create a solid, integrated technology platform which will enable the AA to provide superior service.
"While the first phase of the project - expected to go live in the first quarter of 2002 - could be seen as replacing current functionality with a new technology platform, 3fifteen believes significant business benefits will also be derived. These will prepare the AA to take full advantage of the new platform and enhance future market offerings and services," he says.
"3fifteen`s expertise is in the development of many complex business systems, and we bring this in-depth experience to the project, particularly in the areas of web-enablement and the design of customer-facing interactions."
Baber adds that this knowledge will be used to enhance the AA`s reputation as an independent and trusted company and to improve customer relations and company culture.
"3fifteen is well-placed to assist the AA in the overall change management process in order to ensure that the transition is as seamless as possible for both staff and customers," Baber concludes.
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