The Royal Dutch Touring Club (ANWB) is an association that serves the interests of its members in the areas of mobility, holidays and leisure time. The ANWB has a national network with 118 shops in which it sells its products..

 

The ANWB regarded the ICT in the shops and agencies as insufficiently professional, effective and efficient. Various product-orientated applications were needed throughout the contact with the customer. In addition, the same information had to be entered several times, the processes were cumbersome and manual, and a large amount of paperwork was involved. Automation was considered necessary in order to tackle these issues and facilitate the efficient management of customer information.

 

 

The UWA is used in every ANWB shop in the Netherlands and in a number of VVV offices, making it possible to set up new memberships or alter existing contracts. The UWA uses several links to various systems that are accessed by means of services.

 

 

ACS is the application that is accessed by the various information sources such as customer databases and contract information. The ACS also processes the complete applications and membership alterations. The application is used mainly by the UWA, yet part of ANWB Online also uses the services ACS offers.

 

Results achieved

• Increased customer satisfaction.
• Faster and more efficient sales processes using current information.
• More satisfied employees.
• Improved efficiency of the overall over-the-counter sales process.
• Lower maintenance costs through decrease in number of systems.
• Lower labour costs through 25% reduction in registration time through re-use of customer information.
• Lower back-office labour costs through 90% less time needed for processing shop forms.