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RAC signs up to Microsoft Azure following IT outsourcing deal

Roadside rescue service RAC will use Microsoft’s Azure cloud after striking an outsourcing agreement with IT services supplier Getronics

Roadside rescue service organisation RAC will use Microsoft’s Azure cloud after signing an outsourcing agreement with IT services supplier Getronics.

The five-year deal – an extension of work that the RAC already outsources to the supplier – also includes infrastructure as a service (IaaS) and disaster recovery as a service (DRaaS).

Getronics will also provide onsite IT support for staff in three UK locations, and datacentre services.

RAC has worked with Getronics since 2011, when it was tasked with building an IT infrastructure.

Steve Goodwin, CIO at RAC said: “Getronics has delivered a highly agile solution which enables us to be nimble and flexible in what is a highly demanding, competitive and time-pressured industry.”   

The contract uses a pay-per-use model that enables access to computing resources when it is needed, to take into account fluctuations in demand. The RAC gets about 5,000 rescue calls in the summer, rising to 12,000 in the winter.

The RAC is using automation in its service desk, which has reduced calls and costs.

The RAC has eight million members and provides services for private and business motorists. These include roadside assistance, insurance, support in buying a used car, vehicle inspections and checks, legal services or up-to-the-minute traffic and travel information.

Separately to the Getronics deal, the RAC is using cloud technologies to improve customer support.

In April 2015 RAC said it is using the cloud for customer care, with cloud-based telephony and customer relationship management (CRM). It is using a combined, cloud-based system featuring NewVoiceMedia and Salesforce technology.

RAC said this helped it increase its customer satisfaction ratings, while reducing the proportion of abandoned calls RAC experiences to less than 3%.

At the time the company said it was part of a wider push to embrace more cloud-based technologies.

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