AA Ireland cuts breakdown time with new technology

AA Ireland has introduced a new computer system to manage the 120,000 breakdown call-outs it receives each year.

The rescue centre programme has been developed by Irish software companies Mentec International and Mapflow.

"This new system combines our rescue management operations with our existing geographical information systems," says AA Ireland membership director Dennis Fisk. "We can pinpoint the location of the caller and this makes us even more efficient. That will mean an extra time saving for AA members at the side of the road."

Mentec, based in Dún Laoghaire, built on the motoring group's previous investment in Mapflow GIS technology.

"We now have a central management console that provides real-time information on breakdowns as they happen," says Fisk.

"We can manage patrol despatches more effectively, with a complete view on the progress of call-outs.

"It's all invisible to the customer but they get back on the road as soon as possible which is what really matters."

According to AA Ireland, another main advantage of the new system is its contribution to reporting and tracking information. The Mentec application allows the motoring group to rapidly collate, analyse and report on the data produced across the group's breakdown operations.

"In addition to enabling AA to more effectively plan and resource for future customer requirements, the system provides a unique insight into Irish motoring through the large volume of data that it collects," the company said.

Dublin-based Mapflow has been working with AA Ireland for the past five years, using patrol vehicles equipped with GPS.

"Real-time mapping and location systems are increasingly important to rescue organisations such as the AA," said Mapflow chief executive Richard Bryce. "From the moment the first rescue call comes in, accurately locating the rescue on a map, finding the nearest available patrol vehicle or approved garage, and monitoring the job progress through to completion are all vital to ensuring that the AA meets increasingly demanding customer requirements and service expectations."