Access America 2006 Annual Report Download - page 13

11
Automotive
Annual Report 2006
Growth in the total number of treated automotive assistance
cases: +7%
Client portfolio: more than 40 automobile brands of which 12
represent international, Pan-European or Pan-Asian contracts.
The Mondial Assistance Offer
The Mondial Assistance service offer is characterised
by its flexibility: it can be adapted or customised to
the client’s specific needs. The Group can also set
up dedicated platforms for specific clients, which
include staff members that have been trained
accordingly by this client or to offer numerous
customised services for a particular client. Moreover,
the Group provides much more than roadside
assistance. The following solutions have been
designed for car manufacturers, leasing companies,
insurance companies and car float companies:
■Roadside assistance: repair and towing for
broken down or immobilised vehicles.
■Accident Management: towing, replacement
vehicle, car repair.
■Mechanical warranty.
■Telematics: GMS localisation, post theft (theft
notification, stolen vehicle tracking), navigation,
remote door unlock, remote controlled break-
down diagnosis, concierge services (route plan-
ning, weather and traffic information, tourist infor-
mation, legal assistance…).
■Customer Relationship Management: telemarket-
ing, customer surveys, claims management,
complaint management, loyalty programs,
prevention.
Technical Excellence
State of the art services, including the latest high-tech
solutions (SMS, GPS, Satellite, extranets) are crucial
for enhancing the Group’s offer with added value.
Moreover, one of Mondial Assistance’s top priority,
quality measuring barometers is “intervention
delays” and “on-site repairs”.
Last year, Mondial Assistance Brazil launched
online rescue monitoring via SMS, a revolutionary
break-through solution in roadside assistance.
This new service consists of sending, via SMS
messages to the end user, the rescue vehicle’s license
plate number, real time rescue location and the
speed at which the rescue vehicle is travelling to
the site of the accident. Five minutes after the rescue
is assigned to a service provider, this information is
communicated to the customer. Moreover, the cus-
tomer receives regular real time rescue location
until the rescue vehicle arrives. This online rescue
monitoring service has not only reduced customers’
emotional stress but has also reduced the number
of incoming calls per claim as well as the average
rescue time. Six months after the launch, all existing
Mondial Assistance Brazil clients began offering this
service.
Innovation //
•Local patrol services offering roadside assistance services for customers on summer holiday in Europe
(Greece, UK, Spain, Portugal, south of France, Parisian region) in their own language.
•International Motor show. For the first time, in October 2006, Mondial Assistance maintained a booth
at the world’s largest motor show, Le Mondial de l’Auto, which takes place every other year in Paris.
Mondial Assistance was the only assistance company present as an exhibitor at this event.
•The French entity launched an advice service for garage repair or maintenance estimates. This service
can even negotiate the estimates directly with the garage. It also launched a hotline to help customers
correctly fill in the jointly-agreed statement in case of a car accident.