Case Study: RAC achieves automated emergency breakdown callouts and cost savings with Content Guru's storm®

How the RAC use storm® to automate emergency breakdown callouts and reduce costs

The RAC, the UK’s second largest automotive services company (nearly £500m revenue, 4,000 employees, 1,600 patrols and 2.3m breakdown rescues a year serving over 8.8m customers), faced huge, unpredictable peaks in contact-centre demand—especially during severe weather. Its premises-based communications and manual processes meant agents spent time on routine callouts, manually identifying customers and updating job status, which diverted specialists from complex vehicle enquiries and risked wasted engineer dispatches when customers couldn’t get through to cancel.

Content Guru deployed storm® as a cloud buffer integrated with the RAC’s frontline systems and the I/CAD back end to scale on demand and automate callout handling. storm® uses CLI and ASR (VRN) lookups to deliver personalised status prompts, accept cancellations that are pushed instantly to I/CAD, and send SMS updates to engineers. The result: a significant portion of enquiries automated, agents freed for higher-value work, reduced wasted callouts and lower operational costs, with further expansion planned to enable full booking via storm®.

RAC