Arrk Group drives application support and management success for RAC
One of UK's most progressive motoring organisations
Founded in 1897
One of the world's most advanced computer systems dealing with roadside assistance
A drive to increase customer satisfaction and cross-selling
Desire to introduce a CRM and a Finance system, as well as, an Oracle data warehouse
In need of a major transformation project
Limited capacity within the internal IT team
RAC Business Systems Director
The radical transformation required a significant number of RAC IT staff redundancies, removal of IT contractors, and needed a sensitive and carefully orchestrated knowledge transfer activity to Arrk Indian staff brought on-shore and then transferred bank to Bombay in waves.
The newly implemented ASM services followed Arrk Group’s best practice, ITIL aligned processes were put into effect to ensure a proactive, professional, responsive service was delivered in-line with agreed Service Level Agreements, demonstrated through regular reports and service reviews.
A joint RAC-Arrk IT team was implemented
Arrk's off-shore development centre in Bombay performed ASM
ITIL aligned processes ensure proactive, professional and responsive service
Project was delivered in-line with agreed SLAs
All-in-all this led to a vastly improved RAC IT and business department relationship which encouraged RAC to extend Arrk Group into project delivery.