Access America 2003 Annual Report Download - page 16

Central Europe – optimising operational platforms and building new client partnerships
2003 Group activities in the region, which includes Austria, the Czech and Slovak
Republics, Slovenia, Croatia, Hungary, Romania, Russia, Poland and Bulgaria, focused on
optimising and reinforcing shared platforms and developing commercial ties, through new
client acquisitions and expanding existing business.
Both the Austrian and Prague based entities focused on IT investments to improve efficiency.
Austria extended its multi-country platform to now cover 5 countries. It replaced traditional
data processing with electronic methods while the Czech Republic installed a new data
warehouse. The Group’s Polish unit, providing services to Bulgarian, Russian, Ukrainian
and Polish customers, posted strong growth in 2003. The increase in operations and
preparing entry into the European Union in 2004 required a reorganisation of logistics and
staff. In addition, we opened commercial offices in Bratislava and launched a range of vehicle,
home assistance and travel insurance solutions on the Slovakian market, resulting in
Slovakia’s first contract with a major insurance client. In Russia and the Ukraine,
commercial ties were reinforced, particularly in the insurance sector. Austria launched on-
line subscription for their travel partners, which, combined with new clients in the banking,
insurance and automotive sectors, led to a significant increase in business. The same is true for Poland,
which developed dynamic commercial ties with new clients from the banking and automotive
sectors, particularly in vehicle and home assistance. Other highlights include innovative services
for Polish bank customers via their accounts, and reinforced business with travel agent partners.
Northern Europe – priority to client portfolio management and telematics operations
The tourism industry in this region, which includes Switzerland, Germany, Belgium,
the Netherlands, the UK, Ireland and the Nordic countries, took a blow in 2003 due to a change
in consumer behaviour caused by the conflict in Iraq, the SARS epidemic and the stagnant
economy. It particularly affected the travel insurance business of our German, Dutch and
Swiss entities. However, this downturn was compensated by strict control of claims’ costs, and concerted
efforts to reduce external expenses, including the optimisation of the provider network and in-
house organisation. The Netherlands and Belgium focused on client portfolio management,
with a focus in Belgium on roadside assistance. Combined with successful rate renegotiations, this
led to improved operational results. Like other units, Belgium applied containment measures
for internal operating costs, which partly compensated for the overall slight drop in business. With
the aim to improve processes, they also finalised implementation of a new IT system.
Following the legal merger of our Dutch assistance companies, our entity reorganised and
consolidated operations within the same office location.
While focusing on cost control, our German and Swiss entities pursued portfolio diversification and
developed innovative products and services. These include telematics for automobile clients,
on-line travel insurance offers and special credit card services for banking institutions.
Our Dutch branch acquired new clients in the travel business, and despite the slide in the tourist
industry, was able to increase its market share in specific segments.
In line with the Group’s healthcare strategy, our German assistance entity acquired a 50%
stake in Rehacare, a company specialising in rehabilitation programmes. Germany also
began to design its own healthcare concepts and to adapt several which were developed by
the Group in other markets.
Our Belgian unit not only acquired several new clients, but also launched automotive telematics
operations and an extranet for travel agents and brokers, used primarily as an operational
and sales management tool. In addition, they began developing new products for business
travellers and specialists in bus travel.
The UK also concentrated on effective client portfolio management, particularly in the travel
insurance business. These efforts produced enhanced performance. Due to changes in the
automotive client portfolio, our British entity very efficiently reorganised operations by activity
type, implemented telematics operations for new clients and completed successful renegotiations
with long-term partners. The Dutch unit enhanced roadside assistance with the launch of telematics
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