AA intranet

The perfect intranet vehicle for the AA.

One million members belong to the Automobile Association, making customer service the cornerstone of the AA’s vision to provide value and great service for motorists.

As an organisation of 1000 people, with offices and service centres spread the length of New Zealand, the AA needed a central internal hub to support their culture, communications and service delivery.

Looking for the tool to help them create this, the AA decided to leverage their recent investment in a SharePoint platform and enlisted Intergen to carry out its express ‘Rapid Results’ implementation.

A key driver with the intranet project was finding a more efficient way to manage the AA’s customer feedback process. Largely manual to date, it existed on several different databases and there was no consolidation or organisational view of customer enquiries and their resolution. Now the AA has the ability to route all customer feedback and enquiries to the right area and person and action. The result is greater visibility and faster tracking and resolution.

And customer feedback is just one example of smarter workflows that have resulted from The Hub. The AA’s Human Resources Advisor, James Tunnell, says: “Collaboration is important – for many of our super users we have built workflows to help manage information. Creating team sites has been a major benefit and they’re finding they’ve got real power to get things done with the SharePoint tools. Multiple users can access the same information; we have excellent search and reporting features and we’re finding really innovative ways of doing things.”

Uptake of The Hub has been positive and organisational silos are now a thing of the past.