The AA Recall Inspection EV Support - November 2020

THE AA ELECTRIC VEHICLE, RECALL AND INSPECTION SERVICES Helping drivers keep moving

EV DEMAND Four fifths of drivers (82%) will take action to maintain cleaner air after lockdown Almost half of all drivers (47%) say they will consider buying an electric vehicle when they next change their car But operational fleets are still waiting for the right product to come along

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OUR FUTURE FOCUS…

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ELECTRIC VEHICLE CHARGE POINT SUPPORT Fault identified • • • • • • •

Charge point Vehicle Cable Software RFID Payment Phone App

Call the Driver Support Line • Single point of contact • Dedicated team handling the call • Trained in effective questioning

AA resolve the issue • Driver Education • Charge point reset • Pass to Charge point network provider for member or payment issues • Call out Engineer

AA send MI to Charge Network • Number of jobs • Resolution type • Nature of Call • Length of call

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EV VS. ICE BREAKDOWNS Tyres will always be an issue Tyres and 12V battery similar to total breakdown stats (29%) Tyres will continue to be an issue due to lack of spare wheels and weight in an EV HV battery out of charge (4.5% of all jobs) is similar to running out of petrol/diesel (1.1%) but more prevalent!

Fault Type

% Total breakdowns

Tyres

16.5%

12v Battery*

12.4%

Charging equipment

4.9%

Out of charge

4.5%

HV Battery fault

4.3%

All other HV faults

5.4% 5

COVID - CONTINGENCY Frontline telephony based workforce split between home and site workers, providing increased resilience during the pandemic Safe System of Work in place for all customer facing front line employee’s Additional screen protection fitted to all our recovery fleet All AA sites operate as COVID safe environment’s with strict Safe Systems of Work in place Daily reviews identifying surges in absence with additional flexibility to increase resource

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RECALL Keeping your vehicles on the road

A CHALLENGING LANDSCAPE FOR MANUFACTURERS Challenges in the automotive supply chain between manufacturers, dealers, fleet management and customers including:

These can cause inconvenience for end users:

Recall of Serious Technical Issues

Reluctance to book an appointment

Software Updates

May not see the outcome as flexible

Regulatory and Legislation Challenges

May not take any action

Customer Safety

May not get the notification

Recalls can be a costly burden to you, potentially reducing margins and network capacity There is a risk of negative customer experience which could be associated to your brand 8

WE’VE A PROVEN TRACK RECORD AND A VISION AHEAD We are strongly positioned to provide mobile or static services to address many of the challenges you face when responding to mechanical or technical issues With our longstanding automotive history, we’ve helped manufacturers with their recall and inspection needs We’ve seen overwhelmingly positive feedback from our clients and their customers – our mobile solution appeals to customers and fits around their everyday lives In a recent trial, we saw up to 40% response rate from customers requesting our dedicated technician to visit them at home or work. Normal response for this manufacturer was 9% 9%

40% 9

AA DEDICATED RECALL TEAM Indoor working group focused on: Customer Communication – Digital and Phone Appointment Booking Data Management

Outdoor working group focused on: Recruitment and Training Undertake Appointment MI Reporting – Completion, Performance, Satisfaction

Systems Development Work undertaken in the last 2 Years • • • •

Airbag Deployment Inspections – Condition and Compliance Steering Column – Stop Drive campaign Fuel Tank Seals

Software Updates – Emissions, Ad-Blue, DPF Battery Leaks Fire Risk – Call Handling 10

INSPECTION & SERVICE, MAINTENANCE, REPAIR • •

Light touch to in-depth vehicle inspections available Unique online booking & authorisation platform providing end to end service ensuring productivity and increased stock turnaround

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ECU interrogation with storage & supply of data for use in claims mitigation

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Windscreen chip repairs under 10mm completed on location

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Video capability enabling maximum sales potential

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Custom Pre-departure checks

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Personal data cleansing ensuring GDPR duediligence

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Recall look-up capability

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MOTs arranged

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Motability adaptions decommissioning ability

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Blue light decommissioning ability

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Tracker/ telematics removal & fitting capability

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Mileage verifications using OE spec software

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Bespoke EV Battery Health Report

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For further information dean.hedger@theaa.com Or 07892 791748