The deal will see Getronics extend its existing partnership with the company to include Infrastructure as a Service (IaaS) (which supports RAC.co.uk), Disaster Recovery as a Service (DRaaS) and the utilisation of cloud services from Microsoft Azure. Getronics will provide on-site support to the RAC’s staff across its offices in Birmingham, Bristol and Manchester, while providing Data Centre management and remote monitoring services.
The new deal follows a successful partnership - Getronics was initially tasked in 2011 to build a new IT infrastructure from scratch within a very aggressive 6 month timeframe after the company was acquired by the Carlyle group from Aviva plc. The RAC took this opportunity to transform and improve their IT environment and measured the success on the IT experience of their end-users. The feedback was extremely positive, the project being delivered efficiently and on time, and their end-user experience has continued to improve, with an impressive 23% YoY increase in Net Promoter Score (NPS) in 2014.
Steve Goodwin, CIO has commented, “We are extremely pleased with Getronics’ proactive approach, delivering innovative thinking whilst ensuring that our joint projects stay on course, on time and to budget. Getronics has delivered a highly agile solution which enables us to be nimble and flexible in what is a highly demanding, competitive and time-pressured industry. We look forward to what the future holds with Getronics and to working together to ensure we achieve our business goals.”
Due to seasonal fluctuations at the RAC, which sees the number of daily breakdown calls ranging from 5,000 in the summer to 12,000 in the winter, the deal has been structured to an on-demand basis, allowing the company to expand their IT infrastructure in tune with customer demand.
The Service Desk is now delivered via 3 tiers according to the level of automation deployed, including the ability to produce fully automated tickets as well as manual tickets with different pricing. Automating back-end infrastructure has meant that Service Desk calls and costs have been reduced. Moreover, running on a pay-as-you-go model, the RAC has increased agility to scale up or down in line with their requirements.
Mark Cook, CEO of Getronics added, “In our three years’ experience working with the RAC, we have proven our ability to provide a great level of customer service, while having the infrastructure and skills to match it. We have a proven track record of working with businesses undergoing mergers and acquisitions to ensure their IT systems meet the growing demands of their customer base. We are thrilled to be working with the RAC for another five years and are excited to see how we can help the business develop going forwards.”
The Getronics family is an ICT Services group consisting of the Getronics and Connectis brands and is owned by the AURELIUS Group, a holding company headquartered in Munich, Germany. With an extensive history that extends over 125 years, the Getronics family has approximately 6,000 employees in 18 countries across Europe, Asia Pacific & Latin America, and has a complete portfolio of integrated ICT services for the large enterprise and public sector markets. This includes Workspace, Applications, Communication, Data Centre, Cloud, Consulting, Product and Managed Services.
Getronics is the lead in the Getronics Workspace Alliance, a unique model that provides customers with a consistent IT service throughout the world, with one single point of contact and billing entity, delivering services to 90 countries. The GWA is ranked number 3 globally according to OVUM’s Managed/Maintained End-user Devices with a total of 7.4M assets.
About the RAC
With more than eight million members, the RAC is one of the UK's most progressive motoring organisations, providing services for both private and business motorists. Whether it's roadside assistance, insurance, buying a used car, vehicle inspections and checks, legal services or up-to-the-minute traffic and travel information – the RAC offers a solution for all motoring needs. The RAC is committed to making motoring easier, safer, more affordable and more enjoyable for drivers and road users.
The RAC is the motorist’s champion and campaigns to support the interests of its members and UK motorists at a national level, including advancing levels of road safety, supporting the needs of young drivers and voicing concerns about the increasing cost of motoring. The RAC’s annual Report on Motoring – first published in 1989 – provides a clear insight into the concerns and issues facing today’s motorists.
For the very latest news on UK fuel prices, check RAC Fuel Watch or follow #racfuelwatch on Twitter. RAC Fuel Watch is a comprehensive guide to the latest UK unleaded petrol and diesel prices – both at the wholesale level and at the pump. RAC Fuel Watch analyses how prices changed through the previous month and compares the most recent prices with those from three, six and 12 months before.
The RAC supports and is a founding member of FairFuelUK which campaigns for fairer taxes on petrol and diesel.
- RAC patrols fix four out of five vehicles at the roadside and on average within 34 minutes
- RAC vans carry more than 500 parts and tools to get members’ vehicles going again
- 98% of members would recommend RAC Rescue to their friends and family
RAC press releases, news alerts and a wealth of motoring research is available from www.rac.co.uk/press-centre/.
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