Case Study: The AA (UK breakdown cover provider) achieves greater personalization and multi-channel customer communications with Smart Communications

Greater Personalization and Multi-channel Support in Customer Communications

AA, the UK’s largest breakdown cover organization with 15 million members and millions of documents generated each month, needed to improve the personalization, visual quality and multi-channel reach of its customer communications while reducing reliance on external contractors and legacy mainframe processes. To address these challenges, AA selected Smart Communications’ document-generation platform to replace its legacy system and support more relevant, easier-to-understand correspondence across its insurance and membership businesses.

Smart Communications was rapidly deployed (within three months) and integrated with AA’s mainframes, new policy administration system and IBM Filenet archive, enabling business users to create, preview and manage highly personalized, multi-channel documents without heavy IT or third-party involvement. The solution delivered faster time to market, greater marketing flexibility, lower development and printing costs, reduced dependence on external contractors, and improved efficiency and cost-effectiveness—benefits AA is now rolling out across its wider membership services.

AA

Andrew Gisby

IT Director