Large Voice Infrastructure Support and Decommission Services

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Company profile

A group of motoring enthusiasts met at the Trocadero restaurant in London's West End on 29 June 1905 to form the Automobile Association (the AA) – a body initially intended to champion the cause of the motorist and particularly to help motorists avoid police speed traps. As motoring became more popular, so did they – the AA's 100 members in 1905 grew to 83,000 by 1914. As AA membership expanded, so did their activities.
Today, the AA is in many ways the same motoring organisation that motorists have trusted since 1905. Their millions of members make them by far the largest motoring organisation, with more dedicated patrols than anyone else.
The principal difference these days is that they now provide services not only to get you safely from A to B, but also to help organise your finances and even buy a new or second-hand car.
The AA and The AA Motoring Trust also provide expert knowledge and advice on transport issues, which are respected by AA members, the public, safety experts and the Government.

Business Situation

The AA were facing 2 main challenges:

  1. The AA was undertaking a change of call centre voice technology which spanned multiple sites across the UK. As part of the pending changes they needed to decommission a large legacy voice infrastructure, consisting of 4 x multi cabinet ACD systems and 5 x multi cabinet PBX systems, first and foremost safely and in a timely manner, to ensure no impact to their current operation.

  2. Due to increased workloads a requirement existed within The AA to source additional support resource for three months to work on their Spectrum ACD call centre architecture. The work was predominantly volume driven however The AA were seeking support from an organisation which possessed sufficient skill and ability to provide a) excellent technical capability b) drive for achievement against targets c) to work mainly unsupervised to free up internal resources.

Solution

IISAS provided solutions to both of The AA’s challenges:

  1. After assessing various suppliers The AA selected IISAS to perform the decommission work as they believed IISAS could meet all of their requirements. It was clear that IISAS held the specific expertise needed and displayed a comprehensive appreciation of the requirements. IISAS covered all aspects of the decommission, putting together a comprehensive project plan, carrying out Health & Safety Risk Assessment and Method Statement, logistics, heavy plant, technical extraction of equipment and full system data-purge to ensure protection of confidential business data.

  2. IISAS clearly understood the challenges and proposed suitable resource and a solid method of management to meet The AA’s requirements.


An onsite resource was provided to The AA at short notice, was flexible around working hours and helped The AA meet its targets on workload in advance of the deadline.

Customer Statements

Trevor Smith, IT Support Manager, says: -

“IISAS have supported The AA on multiple pieces of work in addition to those stated here. In all instances The AA has been extremely pleased with ‘what’ and ‘how’ IISAS have delivered.”
“IISAS are completely professional. As an example, the Risk Assessment and Method Statement that IISAS produced was one of the most comprehensive I have seen from a supplier.”

“It is The AA’s intention to continue to procure services from IISAS Ltd and grow our relationship with this supplier in the future.”

Testimonial

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The decommission project was executed with precision down to the last detail. Based on the scale and wide range of activities required, this was not a straightforward exercise. The risk assessment and method statement was one of the most comprehensive I've seen from any supplier. Thoroughly prof...

Trevor Smith
IT Support Manager

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