Access America 2007 Annual Report Download - page 15

09
Automotive
With MIRA (which translates into Computerised Assistance
Network), Mondial Assistance is able to accelerate
automobile breakdown assistance thanks to electronic
exchanges between the service providers and the
beneficiaries. When the assistance coordinator sets the
intervention procedure in motion, the network’s different
service providers are automatically informed in real time
of the mission at hand and its pertinent details. Via return
electronic communication, the service providers acknowledge
having received this information, confirm that they will
intervene and then send back a contact report. In real time
and via a text message, the client beneficiary is informed
about the intervention delay.
e-breakdown repair
ZOOM
The Mondial Assistance offer – far beyond roadside
assistance
Flexible is the key word that best describes the Mondial
Assistance service offer, which can be easily adapted or
customised to each client’s specific needs. The Group has
the expertise to establish dedicated client platforms that
are operated by client-trained staff members and offer a
wide range of customised services for that particular client.
It goes without saying that the Group provides much more
than roadside assistance. Here are just a few solutions
designed to meet the specific needs of car manufacturers,
leasing companies, insurance companies and car fleet
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 breakdown diagnosis, concierge services
(route planning, weather and traffic information, tourist
information, legal assistance…)
• Customer Relationship Management: telemarketing,
customer surveys, claims management, complaint
management, loyalty programs, prevention.
The Integrated Customer Contact Management (ICCM)
The Mondial Assistance Group offers its automotive
manufacturer partners a new customer loyalty service
called « Integrated Customer Contact Management »
or ICCM.
Each vehicle owner has an identified number of contact
opportunities with the automobile brand: purchase,
vehicle check-up, the technical control (MOT test),
breakdown, etc. Via ICCM, Mondial Assistance can install
a range of integrated services such as proactive client
information regarding the delivery time of the new vehicle,
complete maintenance management and proactive claims
management. As a result, the Group contributes to
increasing sales for the brand and to reinforcing customer
loyalty to that brand.
Technical Excellence
State of the art services, including the latest cutting edge
solutions (SMS, GPS, Satellite, extranets) are essential
components for ensuring added-value to the overall service
offer. Indeed, two of the Group’s top-priority barometers for
measuring quality are “intervention delays” and “on-site repairs”.
Innovation
• Local patrol services offering roadside assistance
services in their own language for customers on summer
holiday in Europe (Greece, UK, Spain, Portugal, southern
France, and the Paris region).
• India : fleet of vehicles specially created for Mondial Assistance
India
• China: training DVD for the network of roadside repair
service providers.
• France: launch of a new product that helps automobile
drivers respect driving regulations and, via special training,
recover the points they have lost due to infractions.