Supernova Award Category

The Problem

Club Auto partners, including automobile manufacturers, rental car companies and other organizations with large fleets, were quickly updating their technology and we were looking for a way to keep pace with customer demands in a fast, secure and modern way. We had to handle an influx of big data, and siloed, disparate OEM systems of record made it nearly impossible to manage that information effectively. There was a disconnect between the data being transferred amongst subscribers and regional suppliers and a lack of visibility into motorist/subscriber details that prevented us from providing effective services. We were also relying on legacy tools and techniques, such as flat-file exchanges, manual data-entry and Excel-based reconciliation that was prone to errors. We needed a solution that would allow us to leverage this increased level of data and accurately analyze all the data coming from multiple sources to deliver enhanced offerings, such as  real-time insights into our clients’ products performance, and seamlessly delivering roadside assistance via new channels (i.e. mobile).  

The Solution

We realized that getting drivers the timely support they needed when they experienced trouble with their vehicles was all about digital connectivity, making sure all of our platforms were communicating, and in real-time. Having the ability to manage and unify all of our applications (Salesforce, CAA’s suite of Roadside Assistance tools, state of the art contact center, analytics and mobile platform) on a single platform would allow us to break down silos and deliver a seamless view of all relevant data to our clients. We were looking for an easy-to-use integration solution that wouldn’t require an army of developers, and Jitterbit Harmony Live! fit that need. The fact that Jitterbit is designed for the business user was a huge selling point for Club Auto, as we do very little managed IT since we have a shared service agreement with shareholders who benefit from a core IT platform in order to focus on delivering meaningful Technology Innovation. 

The results

Club Auto was in search of an integration solution that allowed the company to connect a business intelligence platform, consumer mobile app, cloud-based CRM, and connected call center to provide a better experience to drivers needing roadside assistance. Jitterbit Harmony Live! helped Club Auto connect to virtually any customer application, access data securely from behind firewalls and create, securely publish and manage the APIs of the various endpoints that affect the customer experience.

Now, Club Auto is able to connect car manufacturers, dealers and their drivers with local roadside assistance suppliers in real-time. When a customer reports an issue via the Club Auto call center, Jitterbit instantly checks manufacturer and dealer systems for an active roadside assistance subscription, then links motor association service providers with the location and contact details of stranded motorists.

With Harmony Live!, Club Auto’s connected call center now has 360-degree visibility into the location of stranded motorists and can dispatch services via the closest regional supplier in real-time. Using Jitterbit’s pre-built integration templates (Jitterpaks) and the Harmony Live! platform’s suite of connectors, Club Auto is able to quickly and easily add new manufacturer and supplier systems to enhance the existing digital process as needed.

Metrics

Before using the The Jitterbit Harmony Live! API Platform, Club Auto’s typical new program launch plan lasted 90 days. There were significant dependencies on our partners and clients resources, which at time limited our ability to quickly execute and led to non-negligible costs. Since our deployment, we’ve successfully launched several new programs with average project duration of 20 days, with its associated costs reduced by over 30%. This is the kind of performance that led one of our client, a large European-based car manufacturer, to recognize Club Auto when we were their fastest supplier to deploy a new modern integration solution for their SAP CRM migration.  

The Technology

The Jitterbit Harmony Live! API Platform enables every company to become a digital business by creating real-time APIs that connect with other services to drive seamless digital processes. Club Auto used Live! to connect Salesforce Sales and Service Clouds, CAA’s suite of Roadside Assistance tools Interactive Intelligence 4.0 contact center platform, an Enterprise Data Warehouse & Qlikview Analytics and our mobile apps platform to create a completely connected customer experience.

Disruptive Factor

The automotive industry is changing rapidly. Cars are becoming increasingly connected, with built-in software tracking every turn and mobile devices empowering consumers to customize their driving experiences in great detail. By integrating vehicle data and a mobile app with a complex network of business processes behind the scenes, Club Auto has taken the roadside assistance experience into the 21st century. There’s longer any need to dig through paperwork for the right number to call and wait endlessly for help to arrive. Now, any vehicle issue instantly connects roadside service assistance providers with accurate program data and vehicle location, so help can be dispatched immediately, and people can track their service provider’s progress along the way. This completely connected experience disrupts the roadside assistance status quo, is more reassuring to drivers and efficient for service providers, and keeps Club Auto and its organizational Client’s customers happy.

Shining Moment

We were able to bring CRM innovation for internal contact center agents and business users all the way to end customers in mobile apps. We never intended that the technology we developed was going to become a consumer-facing product, but through the acquisition of Jitterbit as an integration tool, we were able to scale the apps rapidly and connect existing features without having to re-develop them, all because Jitterbit helped expose key APIs in a quick and secure manner.