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10 Mondial Assistance Annual Report 2008
Lines of business
A look at the global
environment
2008. What a year! Relative stability, but
growing unease in the first six months
when financial sector concerns mounted
with soaring fuel prices.
Then the fury of the global financial cri-
sis hit the entire auto industry. New car
sales in Europe fell by 7.8% in 2008
and by 19.3% in Q4. US and European
demand dropped, prompting a drama-
tic slowdown in Asia. Gloomy forecasts
were announced for 2009. While a swift
recovery is unlikely, we must meet the
market challenge.
We will continue to provide competiti-
vely-priced, quality services with clear
added value. More than ever, we will
support you with our innovation and
creativity.
Strong, steady
geographical expansion
In 2008, we entered the automotive
market in Russia, and completed our
BRIC strategy by strengthening our local
presence in key markets. We continued
We’re always a step ahead of your expectations.
Since 1974, we’ve helped you help your customers with a full
range of roadside assistance solutions. With years of expertise
under our belt, we do our best to anticipate your every need, and
keep perfecting our services so they’re exactly right, every time.
Our help is worldwide. We now offer roadside assistance in more than
50 countries. We are known as an industry leader who “repairs” both
customers and their immobilised vehicles. And we’re proud of this.
Automotive
• Res@car services: In real
time, our BUs can check
and book a rental car via
the Internet. This saves
precious time all around.
• E-Mission through MIRA
(Golden Argus Award
2007 – Technology
Innovation): Automatic
assistance case dispatch
via GPS tracking to
towers. The result:
less reliance on human
intervention, better
breakdown response
time and deploying
the right resource,
fi rst time.
• SMS Communication on
ETA: As we all know,
waiting 5 minutes for
assistance can feel like
1 hour. With SMS
Communication, you
receive real-time
progress reports about
your assistance case –
who will come and when
will they be there!
• Website communication:
You can now view your
assistance accounts in real
time. How? On a dedicated
Extranet site. The site
provides information on
your assistance cases.
With this, you can quickly
assess customer treatment
and send BUs remarks
and goodwill requests.
We want you to have
the best customer
satisfaction ratings
possible, and your
Extranet portal can help
you get them.
• E-Invoicing and E-Billing
for our providers and
partners. This saves
on administration costs,
reduces billing errors
and ensures our supply
chain is paid accurately
and swiftly.
Knowledge sharing works
to build our international contract portfolio
in Europe with auto and insurer partners
and consolidated our
long, successful rela-
tionship with BMW.
We also extended our
support to Volvo and
Toyota in Europe.
+8.1%
in turnover
Our offer goes way beyond
roadside assistance
Flexibility best describes our offer. Each
of you is different, and our offer can be
easily adapted to your differences. We
have a lot of experience setting up dedi-
cated customer platforms. You train
our staff and then they operate your