At the AA, every action we take, every decision we make, is made with our customers in mind. We exist to make fleet driving life simpler and smarter, leaving drivers to concentrate on the things that matter. Our industry-leading customer service spans all aspects of our business, from our award-winning call centre to our growing EV charge point support service.
“With the deadline to end new petrol car sales now less than eight years away, and the government’s latest proposal that 50% of automakers’ sales be electric by 2028, fleets are coming under increasing pressure to make the switch to alternatively fuelled vehicles. The pressure of working towards the 2030 zero-emissions vehicle production deadline is, we are finding in our conversations with fleets, gaining business-wide momentum.
“It’s an exciting time for our industry and we’re here to support drivers start their journey on the road to EV adoption. Helping the UK’s fleets to make the switch to EVs, navigating the unknown with support and confidence, is a key priority for us as a business.
Charge point support service
“We recently celebrated securing our 10th charge point support contract. This makes the AA’s Business Services division the UK’s leading provider of services to the nation’s fastest growing EV infrastructure networks. The charge point support service is part of the AA’s ongoing drive to help UK businesses switch to EVs with confidence. Since March 2020, we have created a dedicated team of 30 call handlers that deals with more than 11,000 calls per month to help drivers with any issues they have at the charge point. The service operates on a 24/7 basis and can also call on the skills of the AA patrol force should the problems turn out to be vehicle related.
“Our industry-leading charge point support service is about providing charge point operators (CPOs) with high levels of tailored customer service. This enables the CPOs to give their customers confidence that help is available should they need it when it comes to using their public charge point network. They know if they have any issues at the point of charging, they can call the AA to guide them, answer any questions they may have and get them back on the road fast.
Building confidence
“Since March 2020 Mer UK, part of Norwegian company Statkraft – Europe’s largest provider of renewable energy, has been busy introducing electric vehicle (EV) charging stations into businesses, key retail locations and public areas managed by local authorities. Influenced by Statkraft’s commitment to a better future, its aim is to offer sustainable electric vehicle charging in the UK. When it needed a partner to deliver customer service to charge point users, it chose the AA.
“The AA’s dedicated phone line support provides technical help for the charge point and to the vehicle if the customer needs it, enabling stranded EV drivers to continue their journey as quickly as possible. If drivers experience issues such as starting/stopping a charge or a stuck cable, they can ring the helpline number on the charger and a member of the dedicated AA team will be there to assist them 24/7.
A long-term partnership
“The partnership with Mer started with The AA dealing with a few hundred customer calls in 2020. Since then, Mer has merged with Elmtronics, their network is expected to grow to more than 2,000 charge points by the end of the year. That, coupled with the rapid increase in EV adoption, has seen customer enquiry levels rise from 300 to 400 per month.
“Data collected from the calls enables Mer to continually adapt and improve its services to optimise customer satisfaction and the EV charging infrastructure, such as improved signage, lighting, security and payment options.
“The AA is now working with Mer to trial field support, with the AA’s Fuel Assist technicians being trained to do safe isolation work on a post and provide a fault triage service that involves recommending next steps, including escalating fixes to Mer to assign a trained electrician if needed.
A suite of services for every stage of the journey
“The AA is exploring and ever expanding the role it will play in order to support its customers as the transport industry develops and adapts on the journey to 2030. We are committed to helping EV drivers throughout their driving journey as demand for all forms of battery, plug-in, and mild-hybrid electric vehicles continues to rise.
“From EV breakdown cover supported by the largest group of EV patrols in the UK, to EV car insurance, and EV driver training via AA Drivetech, we have developed a suite of services designed to help businesses to decarbonise their fleets. We’re always here to support, listen to and guide our customers, just as we have been for more than 100 years, whatever the journey.”
To find out more about AA Business Services, please visit: https://bit.ly/3NCgsTe
