Fleet News

Breakdown service to improve response time

REQUESTS for RAC patrols to stick rigidly to promised breakdown response times has prompted the RAC to invest in new technology to improve service. The service is to adopt a new command and control system from Intergraph Public Safety which will go live next year, and is fitting its recovery vehicles with interactive computer systems, giving operators live positions of vehicles.

The RAC also acts as a back up for some of the manufacturer breakdown services with call centre operators taking overflow calls and using RAC vehicles to attend the breakdowns. Barrie Thrussell, managing director of RAC operations division, said: 'The re-engineered breakdown process provides our customers with a more responsive and efficient service. The whole process will be driven by accurate information ensuring the correct solution to the customers' motoring needs are met.'

RAC Business Services clients have welcomed the move. Peter Cox, manager of corporate insurance risk at Ford, said: 'If the new system can provide the flexibility we have seen in the presentation then there should be a huge benefit for corporate customers.'

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