Case Study: Automobile Association of South Africa achieves 50% faster emergency dispatch with UiPath

Automobile Association of South Africa - Customer Case Study

The Automobile Association of South Africa (AASA), a 90‑year‑old provider of emergency roadside assistance and motoring services, began a digital transformation 18 months ago and identified robotic process automation as a key enabler. AASA’s Emergency Call Centre Dispatch team relied on manual steps in their dispatch platform to assign resources to roadside incidents, creating delays and preventing staff from focusing on complex customer care tasks.

Implementation partner Datora used the UiPath RPA platform to automate allocation of the most optimal resources to incidents in a non‑intrusive solution delivered in 4–6 weeks. The UiPath bot now handles about 40% of dispatches, halving average dispatch time, saving the time equivalent of roughly six staff members, and freeing agents to concentrate on customer service — benefits that were realized immediately and are especially noticeable during peak periods.

Automobile Association of South Africa

Jaco van der Merwe

General Manager IT