UK's largest vehicle breakdown service, AA, responds to an average of 10,000 requests for roadside assistance every day.
The Story
Improving Safety and Efficiencies in the Field
In the UK, drivers depend on the services AA provides. To improve efficiency, safety, and customer service, the organization decided to shift away from its central call center to a mobile-first model that was distributed and field-based. When customers use the dedicated AA smartphone app to request assistance, that information is relayed directly to roadside patrols for response. The app functions as a virtual dispatch for AA's remote service units, providing breakdown location, member name, and vehicle information. The app then guides teams through repairs, provides information about parts, and documents follow-up service. Without real-time, secure, uninterrupted mobile communications across all network conditions in all locations, this initiative would have no chance of success.
Security Needs
Uninterrupted
Secure Access
Increased
Efficiencies
Improved Customer
Satisfaction
"All the patrols have seamless, fully connected communication. They open Absolute Secure Access, hit connect. It says connected. It's as simple as that."
MARK DAWSON
TRANSFORMATION PROGRAMME
MANAGER FOR ROAD OPERATIONS, AA
The Solutions
How They Did It
Increasing Customer Satisfaction
AA chose to implement Absolute VPN, which is part of the Absolute Secure Access product suite, to maintain data integrity and uninterrupted connections between the mobile app and call center systems. Now roadside response units exchange information seamlessly with the AA servers. Connectivity on the iPhones is maintained through all coverage conditions, even in remote areas and during peak seasons. The solution also improves customer satisfaction because members experience more direct communication and documentation after each service call.
Providing Fully Secure and Reliable Connectivity
AA's mobile service relies on Absolute Secure Access for networking connectivity that's critical to the success of the company's mobile-first strategy. The uninterrupted connectivity provided by Absolute Secure Access allows this workflow to function smoothly. In addition, the mobile app reduces worker safety issues. Roadside patrols often work in vulnerable situations, in motorway lanes near fast-moving cars. With the mobile app, they take fewer dangerous trips across busy roads to retrieve equipment or transfer information.
The Results
Maintaining Uninterrupted Network Connections Without Compromising on Security
Absolute Secure Access allows AA to gain the efficiencies of a mobile-first workflow by maintaining uninterrupted, on-demand network connections.
For AA, Absolute Secure Access:
- Provides seamless network connectivity, a key pillar to the success of AA's mobile-first strategy
- Allows roadside response units to seamlessly exchange information with AA servers
- Improves customer satisfaction, with members receiving more direct communication during service calls
Absolute Platform FAQ
The Absolute® Platform leverages a cloud-based, highly-available and secure multi-tenant architecture that is available across different regions. It’s comprised of a variety of foundational components that power Absolute product features that are being leveraged by the company’s enterprise customers and ecosystems partners (e.g., independent software vendors, original equipment manufacturers, or managed service providers) alike.
The Absolute Platform consists of three core components:
- Absolute Persistence Technology
Absolute Persistence® technology, a unique, patented technology is already embedded in over 600 million devices as a result of Absolute’s partnership with nearly 30 system manufacturers from around the world. Once activated, this technology is fiercely resilient and is the only solution to survive attempts to disable it, even if the device is re-imaged, the hard drive is replaced, or the firmware is updated.
No other technology can do this. Ultimately, it provides a secure, unbreakable, and always-on connection between the Absolute Platform and the endpoint, allowing you to gain unprecedented real-time visibility, control, and remediation capabilities.
- Absolute Resilience Technology
The Absolute Platform utilizes two types of patented Absolute Resilience™ technology to ensure that mission-critical applications remain healthy and operational and to provide end users with the most productive, as well as optimized remote access experience possible:
- Application Resilience™: Monitors mission-critical applications’ health and behavior; detects if missing, corrupted, or not running; and automatically repairs or re-installs components when necessary – without requiring human intervention. Application Resilience ensures security controls are working as expected and provides optimal user experience by fixing unhealthy applications. Currently more than 60 mission-critical applications are enabled for Application Resilience and more are being added frequently.
- Network Resilience™: Monitors and automatically, as well as transparently restores and optimizes unhealthy network connections so networked applications continue to operate without end user-impacting interruptions that would otherwise require manual application restarts, network re-connects, and/or re-authentications. Network Resilience allows for superior connectivity and reliability, allowing end users to focus on their tasks and not network behavior.
- Absolute Intelligence
Absolute ensures a digital tether to each device remains intact, providing you with reliable insights and intelligence from all of your endpoints to the network edge — on or off your corporate network.
Hundreds of data points are gathered and served up as insights, providing guidance on utilization, health, security and compliance posture, as well as a unified view into the entire end user experience. Applying AI-based risk assessment and user entity behavior analytics lets you go beyond the monitoring of resources and applications, allowing for automated remediation and uncompromised user productivity.
Other foundational components of the Absolute Platform that enable the Absolute Secure Endpoint™ and Secure Access™ products are as follows:
- Web console
- Mobile app
- Rules and policy engine
- Alerts
- Dashboards
- APIs
- Application Persistence-as-a-Service SDK
- Third-party integrations (e.g., SIEM, ITSM)
Customers can leverage the Absolute Platform components through Absolute’s packaged products, APIs, and SDKs. The result will be rapid innovation. The Absolute Platform is always included in the product package of choice.
Like what you're hearing?
We’d love to show you how Absolute can secure and empower your organization.
Looking for more information? Join a product overview webinar
Secure Endpoint
Mitigating Zero-Day Threats in a Complex Cybersecurity LandscapeLive Webinar - Sept 17, 2024 | 9AM PT
Secure Access
Leveraging AI to Protect Against Modern Cybersecurity ThreatsLive Webinar - Oct 1, 2024 | 9AM PT
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