Automobile Association
Project summary: Outsourcing of add-on products to third-party call-centre and new web sales channel.
Project managing the outsourcing of the £14m European Breakdown product to a new call centre in Glasgow, delivering to £600k budget in 24 weeks from letter of intent to go-live. Project lifecycle included invitation to tender, supplier selection, design, build, acceptance test, data migration and call-centre start-up.
The selected supplier is Response Handling Limited (part of the Muray Holdings Group), an expeirenced call-centre operator with four sites and 2500 seats. RHL developed the Realtis CRM package using the in-house Carnegie Information Systems devleopment shop to redevelop the AA's legacy Seibel system for selling the European Breakdown product.
The project:
- reduced operational costs for European Breakdown Cover product:
- replaced the current insurance software package whilst retaining existing interfaces:
- re-engineered sales and support processes.
