RAC drives customer satisfaction with new technology

Article date: 8 March 2011

RAC’s unique electronic ordering system for spare parts is improving its service to members by increasing the number of vehicles it can permanently repair at the roadside.

The company’s Electronic Parts Sales (EPS) system – the first developed by a roadside assistance company1 - and new partnership with Euro Car Parts, one of the leading car parts providers, is achieving almost 10 per cent more permanent repairs2. This forms part of RAC’s strategy to increase customer service and satisfaction by avoiding expensive garage costs.

By enabling RAC Patrols to electronically reorder parts overnight for next day delivery, the new system ensures that stocks are constantly replenished and maintained3, increasing the number of vehicles that can be permanently repaired at the roadside.

As a result, further call outs are prevented, providing a more convenient and cost-effective solution for customers. New research4 shows that RAC has experienced its highest levels of customer satisfaction in five years as a result of the first-time-fix approach and has increased membership renewals on those customers who have received a permanent repair.  

Damian O’Connor, head of technical support at RAC comments: “Our focus on first–time-fix and helping customers avoid expensive garage bills has been pivotal to our breakdown repair strategy.

“With Euro Car Parts as our primary supplier - combined with the new EPS system - replacement parts are reordered automatically and stock is replenished within 24 hours. In some areas we can have replacement parts delivered to roadside on the same day.

“Unlimited stock levels mean that we can permanently repair more vehicles at the roadside. It is all about getting the most appropriate resource to be able to do what’s required for our customers on the spot, and as a result they are happier and remain with us.” 

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RAC Press office contact:

Vicki Burn on 01603 684224 / 07800 692909
Clare Schofield at Staniforth on 0161 9198010

Notes to editors

1 RAC is the first roadside assistance company to use this type of technology. AA and Green Flag do not order parts from the roadside.

2 RAC in-house data reports an 8% increase in permanent repairs since EPS was introduced in August 2010.

3 RAC orders parts before 5pm and the supplier then despatches them for delivery next day subject to parts availability.

4 RAC in-house data based on more than one million customers responses, comparing October 2010 YTD with the previous year’s performance.

About RAC

With around seven million customers, RAC is one of the UK's most progressive motoring organisations, providing services for both private and business motorists.

Whether it's roadside assistance, insurance, vehicle inspections and checks, legal services or up-to-the-minute traffic and travel information - RAC is able to meet motorists' needs. 

RAC is committed to providing the very highest levels of service to its customers and has been ranked first for customer satisfaction by J.D. Power and Associates' UK Roadside Assistance Study for the last four years. RAC was also the top-named breakdown organisation in the July 2009, January 2010 and July 2010 half-yearly UK Customer Satisfaction Index from the Institute of Customer Service. 

RAC awarded a Which? Best Buy for Breakdown Cover – August 2010 

RAC Insurance has also been awarded the Best Overall Vehicle Insurance Provider 2010/11 by themoneypages.com 

RAC is part of Aviva, the world's sixth largest* insurance group, serving 53 million customers across Europe, North America and Asia Pacific. 

RAC's news releases and a selection of images are available from the internet press centre at www.rac.co.uk/press-centre

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*based on gross worldwide premiums at 31 December 2009 

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