28 February 2025
Ericsson has partnered with The AA to help increase the connectivity of its roadside vans by more than threefold.
Since implementing Ericsson's flagship in-vehicle router, roadside patrols have been able to resolve breakdowns faster and attend more vehicles – two key metrics that AA customers expect. This important work has contributed to a meaningful increase in both employee and customer satisfaction survey scores.
Roadside recovery patrols are often called out to remote areas facing difficult terrains and limited connectivity, causing frustrations for both the patrol and customer. The existing solution operated on a SIM-only basis that used 3G and 4G networks. This excluded patrols from using faster, more reliable 5G connectivity to assess breakdown data and rescue more customers.
The AA had additional requirements including connectivity up to 25 meters from the vehicle to ensure their market leading service excelled. From proof-of-concept to the pilot phase, Ericsson provided phased testing, quick reporting and partner collaboration – with Panasonic, Gamma, and Westbase. Satisfied with the results of a successful trial of Ericsson’s R1900 router in 350 vans, The AA then rolled out a nationwide upgrade to its 2,700 patrol vehicles.
The new solution involves a combination of a primary SIM and a backup SIM that can tap into wider frequencies on any spectrum of coverage. This meant they were achieving 98.5% high-value connectivity – split across both 5G and 4G networks, 60% and 40% respectively, the equivalent of improving connectivity by one bar. The AA also integrated Ericsson’s NetCloud Manager platform as a key differentiator for managing the numerous Wireless WANs.
The increased connectivity has ensured patrols have real-time access to data analytics to faster identify their next call-out location, query information – such as where a specific car part may be located nearby – and, ultimately, improve emergency response and repair times on each job. Upon the end of the summer where peak demand is experienced, data revealed that every patrol experienced a minimum increase of 10% in connectivity.
"Our patrols use every inch of their vans to deliver world class customer service, and ensuring fast and secure connectivity is just as important as the spark plugs they carry. The rollout of the Ericsson router has seen considerable improvements in both customer satisfaction scores and positive patrol feedback,” said Antony Hausdoerfer, Group Chief Information Officer at The AA. “The engagement, flexibility and expertise of the Ericsson technical team have been exemplary and the visibility and control we have exceeded our expectations. By upgrading the tools our patrols use, they can rescue our customers faster than before and help them keep their show on the road. The patrols are rightly proud of the service they provide which has been helped by the best mobile service possible."
"The unpredictable nature of emergency response means speed and attention to detail is critical to satisfying customers and technicians alike. Strong, if not exceptional, coverage country-wide needs to be guaranteed for mobile devices, which helps engineers provide the desired quality of service. The AA exemplifies the positive outcomes that can be achieved for all parties involved by extending the core toolbox and tapping into next-generation connectivity,” said Paul McHugh, Area Director, Ericsson UK.
