THE AA ELECTRIC VEHICLE, RECALL AND INSPECTION SERVICES Helping drivers keep moving
EV DEMAND Four fifths of drivers (82%) will take action to maintain cleaner air after lockdown Almost half of all drivers (47%) say they will consider buying an electric vehicle when they next change their car But operational fleets are still waiting for the right product to come along
2
OUR FUTURE FOCUS…
3
ELECTRIC VEHICLE CHARGE POINT SUPPORT Fault identified • • • • • • •
Charge point Vehicle Cable Software RFID Payment Phone App
Call the Driver Support Line • Single point of contact • Dedicated team handling the call • Trained in effective questioning
AA resolve the issue • Driver Education • Charge point reset • Pass to Charge point network provider for member or payment issues • Call out Engineer
AA send MI to Charge Network • Number of jobs • Resolution type • Nature of Call • Length of call
4
EV VS. ICE BREAKDOWNS Tyres will always be an issue Tyres and 12V battery similar to total breakdown stats (29%) Tyres will continue to be an issue due to lack of spare wheels and weight in an EV HV battery out of charge (4.5% of all jobs) is similar to running out of petrol/diesel (1.1%) but more prevalent!
Fault Type
% Total breakdowns
Tyres
16.5%
12v Battery*
12.4%
Charging equipment
4.9%
Out of charge
4.5%
HV Battery fault
4.3%
All other HV faults
5.4% 5
COVID - CONTINGENCY Frontline telephony based workforce split between home and site workers, providing increased resilience during the pandemic Safe System of Work in place for all customer facing front line employee’s Additional screen protection fitted to all our recovery fleet All AA sites operate as COVID safe environment’s with strict Safe Systems of Work in place Daily reviews identifying surges in absence with additional flexibility to increase resource
6
RECALL Keeping your vehicles on the road
A CHALLENGING LANDSCAPE FOR MANUFACTURERS Challenges in the automotive supply chain between manufacturers, dealers, fleet management and customers including:
These can cause inconvenience for end users:
Recall of Serious Technical Issues
Reluctance to book an appointment
Software Updates
May not see the outcome as flexible
Regulatory and Legislation Challenges
May not take any action
Customer Safety
May not get the notification
Recalls can be a costly burden to you, potentially reducing margins and network capacity There is a risk of negative customer experience which could be associated to your brand 8
WE’VE A PROVEN TRACK RECORD AND A VISION AHEAD We are strongly positioned to provide mobile or static services to address many of the challenges you face when responding to mechanical or technical issues With our longstanding automotive history, we’ve helped manufacturers with their recall and inspection needs We’ve seen overwhelmingly positive feedback from our clients and their customers – our mobile solution appeals to customers and fits around their everyday lives In a recent trial, we saw up to 40% response rate from customers requesting our dedicated technician to visit them at home or work. Normal response for this manufacturer was 9% 9%
40% 9
AA DEDICATED RECALL TEAM Indoor working group focused on: Customer Communication – Digital and Phone Appointment Booking Data Management
Outdoor working group focused on: Recruitment and Training Undertake Appointment MI Reporting – Completion, Performance, Satisfaction
Systems Development Work undertaken in the last 2 Years • • • •
Airbag Deployment Inspections – Condition and Compliance Steering Column – Stop Drive campaign Fuel Tank Seals
Software Updates – Emissions, Ad-Blue, DPF Battery Leaks Fire Risk – Call Handling 10
INSPECTION & SERVICE, MAINTENANCE, REPAIR • •
Light touch to in-depth vehicle inspections available Unique online booking & authorisation platform providing end to end service ensuring productivity and increased stock turnaround
ECU interrogation with storage & supply of data for use in claims mitigation
Windscreen chip repairs under 10mm completed on location
Video capability enabling maximum sales potential
Custom Pre-departure checks
Personal data cleansing ensuring GDPR duediligence
Recall look-up capability
MOTs arranged
Motability adaptions decommissioning ability
Blue light decommissioning ability
Tracker/ telematics removal & fitting capability
Mileage verifications using OE spec software
Bespoke EV Battery Health Report
11
For further information dean.hedger@theaa.com Or 07892 791748