|Award Recognizes Use of Technology to Improve Customer Service: Follows RAC's Recent JD Power Survey Top Ranking for Roadside Assistance|
Motoring organization RAC, United Kingdom, has won a prestigious National Customer Service award for the 'best use of technology in customer service', based on its use of Intergraph Public Safety's 'I/CAD' command and control system to improve customer service. The Award also follows RAC's recent number one ranking in the authoritative JD Power and Associates' Roadside Assistance Study, which measured the experience of 23,641 owners and drivers who required roadside assistance. RAC rated first in 22 of the 23 areas of performance measured, including the service provided by its call operator/dispatchers using I/CAD, where it scored 829 points against a roadside assistance industry average of 810.
I/CAD automates RAC's dispatch process for its 1500 patrols using digital map-based screens to help decision making - and enables guided call handling that allows operators to diagnose customer breakdown problems more accurately for its seven millions members, who generate more than four million calls for assistance a year at the rate of up to 2,500 calls an hour.
"I/CAD is effectively the heart of RAC's breakdown service; it is integrated with just about every IT system we have," says Business Transformation Director Neil Thompson. "The system is specifically designed to enable RAC colleagues to deliver the high levels of service that RAC customers demand."
The National Customer Service Awards are run in association with the Institute of Customer Service and The Society of Consumer Affairs Professionals, and organized by events and publishing company Quest Media.
About Intergraph Public Safety
Intergraph Public Safety develops Windows-based systems designed for public safety agencies, commercial fleet operations, campus, military base, and airport security. IPS systems are complete, integrated solutions including computer aided dispatch, fire and police records management, mobile data computing, and jail management systems. For more information, visit http://publicsafety.intergraph.com/.
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