Ericsson has partnered with The AA, the UK’s leading vehicle breakdown service, to help increase the connectivity of its roadside vans by more than threefold.
Since implementing Ericsson’s flagship in-vehicle router, roadside patrols have been able to resolve breakdowns faster and attend more vehicles – two key metrics that AA customers expect. This important work has contributed to a meaningful increase in both employee and customer satisfaction survey scores.
Roadside recovery patrols are often called out to remote areas facing difficult terrains and limited connectivity, causing frustrations for both the patrol and customer. The existing solution operated on a SIM-only basis that used 3G and 4G networks. This excluded patrols from using faster, more reliable 5G connectivity to assess breakdown data and rescue more customers.
The AA had additional requirements including connectivity up to 25 metres from the vehicle to ensure their market leading service excelled. From proof-of-concept to the pilot phase, Ericsson provided phased testing, quick reporting and partner collaboration – with Panasonic, Gamma and Westbase. Satisfied with the results of a successful trial of Ericsson’s R1900 router in 350 vans, The AA then rolled out a nationwide upgrade to its 2,700 patrol vehicles.
The new solution involves a combination of a primary SIM and a backup SIM that can tap into wider frequencies on any spectrum of coverage. This meant they were achieving 98.5% high-value connectivity – split across both 5G and 4G networks, 60% and 40% respectively, the equivalent of improving connectivity by one bar. The AA also integrated Ericsson’s NetCloud Manager platform as a key differentiator for managing the numerous Wireless WANs.
The increased connectivity has ensured patrols have real-time access to data analytics to faster identify their next call-out location, query information – such as where a specific car part may be located nearby – and, ultimately, improve emergency response and repair times on each job. Upon the end of the summer where peak demand is experienced, data revealed that every patrol experienced a minimum increase of 10% in connectivity.
Commenting on the deployment, Antony Hausdoerfer, Group Chief Information Officer at The AA, stated: “Our patrols use every inch of their vans to deliver world class customer service, and ensuring fast and secure connectivity is just as important as the spark plugs they carry. The rollout of the Ericsson router has seen considerable improvements in both customer satisfaction scores and positive patrol feedback.
“The engagement, flexibility and expertise of the Ericsson technical team have been exemplary and the visibility and control we have exceeded our expectations. By upgrading the tools our patrols use, they can rescue our customers faster than before and help them keep their show on the road. The patrols are rightly proud of the service they provide which has been helped by the best mobile service possible.”
Paul McHugh, Area Director, Ericsson UK, said: “The unpredictable nature of emergency response means speed and attention to detail is critical to satisfying customers and technicians alike. Strong, if not exceptional, coverage country-wide needs to be guaranteed for mobile devices, which helps engineers provide the desired quality of service. The AA exemplifies the positive outcomes that can be achieved for all parties involved by extending the core toolbox and tapping into next-generation connectivity.”
We asked Antony Hausdoerfer, Group Chief Information Officer at The AA, further questions to find out more about the project.
How has the implementation of Ericsson’s in-vehicle router transformed the efficiency of The AA’s roadside patrol operations?
Since rolling out Ericsson’s R1900 in-vehicle router, we’ve seen a significant improvement in the efficiency of our roadside patrols. Our customers rely on us to get out of tricky, potentially dangerous situations on the road; our teams can now resolve breakdowns faster and attend to more vehicles. The increased connectivity has enabled our patrols to have real-time access to critical data, making a huge difference when identifying the next call-out location or finding a specific car part. This has been especially impactful over summer, our busiest time, with data showing that every patrol experienced at least a 10% increase in connectivity compared to our previous solution.
What specific challenges did The AA face with its previous SIM-only connectivity solution, and how has the new system addressed these issues?
Our previous SIM-only connectivity solution worked on 3G and 4G but simply wasn’t delivering the reliability we needed. With 3G being increasingly phased out (three out of four major network carriers have already shut down their 3G networks), our technicians were experiencing increasingly challenging connectivity issues. This led to black spots in coverage, which made it difficult for us to deliver the high level of service our customers expected. For example, when operating roadside, patrols need to maintain connectivity on handheld devices up to 25 metres away from their vehicle if they are to function properly, which wasn’t happening consistently with our old solution.
With Ericsson’s in-vehicle router, every van has a primary SIM and a backup SIM, enabling them to access wider frequencies across 4G and 5G networks. This configuration has elevated high-value connectivity to 98.5%, the equivalent of increasing signal strength by an entire bar and reducing the number of black spots we experience in our coverage.
Can you elaborate on the role of Ericsson’s NetCloud Manager platform in enhancing real-time data access and decision-making for patrols?
Ericsson’s NetCloud Manager platform was a clear differentiator for us when looking at potential solutions. It enables our IT teams to centrally manage all the different routers and data requirements from a single pane of glass. This allows them to send updates, troubleshoot problems, and ensure all our roadside technicians have the necessary data plans to perform their work from their desks effectively. This significantly cuts down on wasted time travelling and reduces costs for us.
With improved 5G and 4G connectivity, how has customer satisfaction and patrol feedback evolved since the nationwide upgrade?
Since the rollout of the Ericsson R1900, we have seen a notable increase in both employee and customer satisfaction scores.
This is because patrols have become much more efficient due to improved connectivity, which directly leads to a benefit for our customers. For example, engineers now have full visibility of nearby available stock, which accelerates repair times, makes their job easier, and gives customers more insight into the progress of their repair.
Similarly, the technicians, who aim to get people back on the road as quickly as possible, also want a seamless experience using the kit we provide. The technical team at Ericsson has helped us address the latter, providing the flexibility, engagement, and knowledge to offer a faster, more reliable service that is underpinned by the best mobile service available.
How does increased connectivity contribute to The AA’s ability to optimise emergency response times and repair efficiency?
Our patrols depend on reliable connectivity, particularly when responding to breakdowns in isolated, remote locations facing adverse weather conditions. Poor signal quality slows down response times and impacts the overall recovery experience. Now, controllers can more effectively allocate resources and plan what might be needed for the next call-out. The results we have seen have been wonderful: quicker reaction times, more efficient repairs, and a seamless experience for both drivers and patrols alike.
What future advancements in connectivity and digital solutions is The AA exploring to further enhance roadside assistance services?
Looking ahead, our goal is to deliver the ‘van of the future’ – a data-driven, fully connected roadside support vehicle continuing to tap into the most comprehensive network available.
Thanks to our multi-sim set-up, we can guarantee optimum coverage through our access to an expanded range of networks and frequencies. Phase two is already underway, which looks to upgrade our 2,700 vehicles with these features. We know we’ve got the best mobile service possible, whether we are responding to emergencies in peak periods in cities or remote countryside. Our dedication to using state-of-the-art technology allows us to continue to innovate as we keep our patrols connected and our customers on the move, wherever they may be.
