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AA tech to enable online breakdown reporting

New technology that allow drivers to report a vehicle breakdown online and track patrol progress is being developed by the AA – and has already won an award for its user-centric design process.

36% of fleet breakdowns could have been prevented

The new technology will enable drivers to report breakdowns to the AA online as well as via the phone and app services

Once the service launches, customers will be able to visit the AA’s website on any device at the roadside to quickly request help and then follow the patrol’s progress in getting to them, helping to save drivers time and make the service more accessible.

The process has been developed following extensive testing with real users to develop an experience that is streamlined, accessible and as driver-friendly as possible, and provides a further means of breakdown help alongside the current phone and app services offered by the AA. This will enable the organisation’s emergency call operators to focus on the cases where a caller may be in danger.

Although the new digital functionality is still being developed by the AA, it’s already won the title for Best Effect On Business Goals in the ‘User Experience UK’ (UXUK) awards, which recognise excellence in user-focused digital service or design.

James Frost, chief innovation officer at the AA, said: “Delivering the best possible service to our members is something we constantly strive to do, so we’re proud to have built an efficient new breakdown reporting functionality that will reflect this, and which our members will be able to use and trust as much as they do our patrols.”

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Natalie Middleton

Natalie has worked as a fleet journalist for 16 years, previously as assistant editor on the former Company Car magazine before joining Fleet World in 2006. Prior to this, she worked on a range of B2B titles, including Insurance Age and Insurance Day. As Business Editor, Natalie ensures the group websites and newsletters are updated with the latest news.