Access America 2003 Annual Report Download - page 17

operations and an extended warranty offer. For some countries, 2003 included new commercial initiatives in SARA
programmes (Service Activated Roadside Assistance) and extended warranties. Developing our roadside assistance
with automobile importers in Switzerland has multiplied the company’s initial client base. Our long-standing
automotive clients in the Nordic countries expressed renewed confidence in the Group.
Mediterranean Europe – health care, e-processing and reinforced automotive partnerships
France, part of the Group’s Mediterranean region along with Greece, Italy, Portugal and Spain, sustained steady growth
in all business lines in 2003, and applied very strict cost containment measures. SSC invested in new invoicing processes
for providers, converting paper documents into electronic data. Spain also increased local productivity by expanding
electronic invoicing processes, a concept already successfully used for certain service providers. Italy streamlined
internal costs by modifying certain payment processes for local providers. Several Mediterranean entities focused
efforts on improving risk management linked to travel.
The serious heat wave last summer emphasised the importance of our French tele-assistance services (GTS), which
proved invaluable in saving people’s lives. Continued product innovation and development of preventive health measures
will enable our key partners, such as local authorities, to be better prepared to handle this type of crisis in the future.
2003 highlights for Mondial Assistance France included designing new healthcare concepts and vehicle assistance
innovations, launching services for retirement preparation and solutions for functional autonomy. Italy too focused
on its domestic health services offer, particularly for insurance companies.
Throughout the year, France Secours reinforced and concluded important negotiations with automotive partners.
Like several other entities, Italy continued to develop telematics operations, as well as sales of extended warranties
through automotive importers and dealer networks.
Elvia France renewed several travel insurance and assistance lines, and redesigned and extended an online service
offer for business partners. Italy launched its first B2B e-commerce operations, encouraging travel agent partners
to use the web-based sales tool instead of traditional subscription modes. Internet is also becoming the preferred
means for claims declarations and follow-up.
After installing a new CRM platform, our Spanish entity launched mechanical warranty and CRM services, while
developing traditional business. Our Greek entity pursued developments with new partners and consolidated its
market position. Under Portugal’s new management team, the company reorganised operations and relaunched their
assistance and service offer for automotive clients, insurers and banking institutions. Positive results of their sales
and marketing efforts showed before year-end, and promise interesting perspectives for 2004.
The combination of these activities contributed to stability and compensated for difficulties encountered in 2003.
The efforts of all entities enabled Mondial Assistance Group to consolidate its position as international leader in
travel insurance and assistance, and face the future on solid ground.