Car services company RAC has used UNIT4 software to manage significant internal change including two changes of ownership and an increased focus on roadside assistance services.
RAC, which specialises in car insurance and breakdown cover, has used UNIT4’s Enterprise Resource Planning (ERP) software Agresso for over 10 years.
During that time it was acquired by insurance company Aviva in 2005, who then subsequently sold the firm to private equity multinational The Carlyle Group.
Since acquiring RAC three years ago, Carlyle has placed a particular emphasis on developing its roadside business.
The firm has since implemented a number of real time, online systems that provide immediate help to customers and help RAC teams to manage the customer journey, be it patrol van assistance, accident recovery or provision of onward travel.
The new systems are supported by Agresso ERP software, which acts as the ‘IT backbone for RAC’, helping it to adapt to changes and unexpected challenges, according to RAC’s finance systems accountant Nathalie Nicastro.
RAC, which has over 4,000 employees at four offices in the UK, needs to be able to continuously change the type of information it captures, how it flows through the company and how it is presented.
Nicastro said: “In a business such as ours, it is essential we have systems that can be adapted quickly and simply to accommodate changes to financial reporting structures, new lines of business and new reporting requirements.”
She said that the software also helped the firm to spot trends and account for changed processes quickly. For example, RAC calculated that a fuel price hike would lead to a 20 percent increase in motorists running out of fuel because they delay filling up to save money.
Nicastro explained: “Such trends have resulted in increased call outs and have had an impact on resources that could be avoided. Having the right management systems means we can spot trends and account for such change quickly to provide the right service levels.”
According to Nicastro, the ERP suite is easy to reconfigure, which has allowed the firm to adjust to business change.
She said: “Agresso provides us with the ability to implement quick and efficient changes to the organisational structure and processes in the system at the user interface level where most systems would require expensive specialist time to make changes at an application level.”