Europa Proposal 2017

Europa and RAC

PATROL DISPATCHED

• Circa 1,550 trained patrol tech • 80% Patrol Attendance Rate ( • Average 13 years experience

EFFORTLESS CUSTOMER JOURNEY

OR SPECIALIST RESOURCE DI (FUEL PATROL, TYRE PATROL, CHARGING VEHICLE)...

• Specialist solution for right cu

POLICY TERMS & CONDITIONS

OR RECOVERY FLATBED DISPATCHED

• Fair, clear and relevant policy wording • Written in plain English

• Vehicle recovery – combination resource and contractor

RAC DYNAMIC QUESTIONS TO DELIVER THE RIGHT CUSTOMER OUTCOME

• Priority on vulnerable customers • Customer service with empathy (fix the customer, not the bike

5

3

1

2

4

RESOURCE SENT BASED ON VEHICLE FAULT / AVAILABILITY • No need for additional resource 90% of time • Fast and accurate response • Estimated time of attendance provided • iCAD (dispatch system) single view of all resources

CUSTOMER BREAKDOWN

NOTIFICATION TO RAC BY PHONE OR APP

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