Case Study
Powering NZAA’s Roadside Network For 25 Years
Kevin McCormick
1 min read
Roadside Assistance & Automotive Services
Industry:
Company size:
Business goals:
Business results at a glance
Supporting new vehicle technologies (e.g. connected car diagnostics)
Seamless integration
With membership, finance, and third-party provider systems
Automated dispatch algorithms
Factoring skills, location, traffic, and weather
“For any B2B partnership to last 25 years is a milestone in itself. CARD has been robust, adaptable, and able to meet the evolving needs of NZAA’s business.
Ben Doidge
Experieco
In the late 1990s, New Zealand Automobile Association (NZAA) recognised that its largely manual roadside assistance operations needed modernisation. Partnering with Experieco, NZAA commissioned the design and build of a custom field service management and dispatch platform, CARD (Computer Aided Roadside Dispatch), to digitise and optimise their nationwide roadside assistance network.
Since its launch in 2001, CARD has been continually enhanced to meet evolving operational needs, integrate with new systems, and support emerging automotive technologies. It remains central to NZAA’s roadside assistance operations today.
Context
By the late 1990s, NZAA’s existing processes lacked the speed, scalability, and visibility needed to manage a growing membership base and nationwide fleet of service providers.
Key pain points
Manual or outdated dispatch processes slowed response times
Limited visibility over job status and field operations
Inability to optimise job allocation based on multiple variables
No single system to manage the end-to-end job workflow
The Experieco solution
Experieco designed and built CARD from the ground up to meet NZAA’s unique business rules and operational requirements:
Customised Workforce Management
Tailored to NZAA’s service model, enabling end-to-end job lifecycle managementAdvanced Dispatch Algorithms
Automated job assignment based on skill sets, location, traffic, weather, and other environmental factorsOffline Capability
Allowing field staff to continue operations without continuous connectivitySystems Integration
Connecting seamlessly with NZAA’s membership and finance systems, plus third-party towing providersEnterprise-Grade Reliability
Built to deliver high availability and handle high job volumes 24/7
We’re not only a partner that keeps the lights on; we help NZAA think about what’s next and how to move their dispatch capabilities forward for the next 25 years.
Ben Doidge
Experieco
Long-Term Impact
Business Longevity: A 25-year partnership demonstrating enduring value and trust.
Operational Efficiency: Significant improvements in dispatch speed and accuracy.
Cost Control: Optimised job allocation reduces travel time and operational costs.
CARD’s core capabilities, intelligent dispatch, field service optimisation, and enterprise integration, are directly applicable to other industries with large, distributed workforces, such as utilities, telecommunications, and logistics.
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