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ADAC named Road Patrol Team of the year

From 1 to 4 October, FIA Region I and ARC Europe Group organised the annual Road Patrol Training for Excellence. 20 road patrol teams from 19 European countries gathered to test their road assistance abilities and learn best practice to help motorists get back on the road.

After extensive training and competition, ADAC (Germany) won the title of Road Patrol Team of the Year. AMZS (Slovenia) came second, and ÖAMTC (Austria) third.

FIA Region I President, Mr Thomas Møller Thomsen said: “Clubs participation to this event means a lot. It means they are committed to constant learning in order to bring Club members the best roadside assistance on the market”.

Stefano Sarti, Managing Director of ARC Europe Group, said: “The evolution of the existing car park, in addition to new vehicles on the road has increased in terms of connectivity & electro mobility along with different requirements to assisting them; where there is a challenge in repairing more sophisticated car breakdowns, there are opportunities for our road patrols to share, learn and experience from each other and develop new diagnostic skills for the immediate future

The two intensive training days focused on E-mobility, from Electric Vehicles and e-bikes to charging station assistance. Teams also worked on advanced diagnostics, as well as electrical diagnostics and batteries.

The event was kindly hosted by the Koninklijke Nederlandse Toeristenbond (ANWB) in Utrecht, The Netherlands. This year, trainers came from Koninklijke Nederlandse Toeristenbond (ANWB), as well as Club Logistic Services (CLS)ex and Starter24.

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ARC Europe and EVBox announce Pan-European strategic partnership to assist EV-driving customers at the charging station.

ARC Europe and EVBox announce Pan-European strategic partnership to assist EV-driving customers at the charging station.

ARC Europe, the largest supplier and pioneer of B2B roadside assistance and mobility solutions in Europe, and one of the global leaders in electric vehicle charging stations EVBox, have signed a strategic partnership to enhance the electrical shift in providing charging station assistance.

The scope of the EV (electric vehicle) assistance partnership is to provide 24/7 technical support to EVBox customers across Europe; specifically, in the Netherlands, Belgium, Luxembourg, Norway, Sweden, Denmark, and Finland. This partnership is also expected to expand into France, England, Germany, Italy, and Spain in 2020.

By entering into this strategic partnership with EVBox, ARC Europe will simultaneously enhance existing call center capabilities, providing remote technical support to EVBox customers facing issues at a charging station, and provide pan-European support with knowledgeable EV specialists.

Kristof Vereenooghe, CEO of EVBox, says: “As more and more people switch to driving electric, providing the right service and road support becomes a crucial part of our offering. Our customers have to feel that no matter where they are or at what time, we will offer them the support to get back on the road. Our Pan-European collaboration with ARC Europe allows us to live up to these expectations, and we’re excited to continue expanding our European coverage.”

Strong investments from charge point operators, OEMs, and governments show a clear trend for future charge stations. An expected 1 million private and public chargers will be available in Europe as of 2020, growing to an expected 15 million by 2030.

To meet the high demand for EV chargers in Europe, the industry is estimated to spend $17 billion to meet the needs of EV drivers.

Ensuring full coverage for European EV-drivers

As the leader in the driving assistance landscape, ARC Europe’s collaboration with EVBox will extend and develop assistance services, and anticipate future customer demands as part of a natural evolution of the industry, including destinations from home to the office and along the route (roads, highways) to ensure full assistance coverage of EV-driver’s journeys.

Stefano Sarti, ARC Europe Group Managing Director said: “We will also provide assistance on the road thanks to our mobile charging modules, empowering the concept, from Home-Office-Home and on the way; we will always be behind EVBox to assist EV drivers”.

In addition Mr. Sarti mentioned: “By supporting EV drivers, we are as well helping the OEM’s and Fleet companies to enrich their stress free EV offer & peace of mind”.

In addition, the ARC Europe Group recently developed a standardized pan-European EV maintenance standard for roadside assistance by setting-up unique tooling, equipment, and training guidelines for over one thousand road patrols in the BeNeLux area. This maintenance standard currently includes electric vehicles safety measures and repair methods, allowing assistance providers to handle safely any EV incident.

About EVBox

EVBox is the leading global manufacturer of electric vehicle charging stations and charging management software. With an installed base of over 75,000 charging points across more than 55 countries worldwide, EVBox drives sustainable mobility, by bringing durable electric vehicle charging solutions to the world. Since March 2017, EVBox is a part of ENGIE. In 2018, EVBox acquired ultra-fast charging station manufacturer EVTronic.

https://evbox.com 

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Getting Ready for Road Patrol for Excellence 2019!!!

FIA Region I and ARC Europe Group happily announce the sixth edition of the Road Patrol Training for Excellence in collaboration with Koninklijke Nederlandse Toeristenbond (ANWB), scheduled on October 1-4, in The Hague, NL.

The annual convocation includes all European Automobile Clubs and ARC Europe Assistance Partners to join and register for this highly expected event co-hosted by ANWB, the unbeatable winners of this contest for two years in a row.

FIA Region I President, Mr Thomas Møller Thomsen said: “Breakdown assistance remains a core business of many Clubs. The event brings Clubs together and gives them a chance to learn from each other. Patrol teams receive training from some of the best experts here and in the end this benefits members who get the highest quality assistance when they need us.’’

FIA Region I and ARC Europe Group are the main organisers of the event where they expected to gather more than 20 road patrol teams from across Europe, with the ambition to learn the latest techniques and share best practices for roadside assistance to help get motorists back on the road.

About the Road Patrol Training for Excellence

FIA Region I and ARC Europe Group have joined forces to create a best in class training for the road patrol teams in member organisations. The training aims to increase the overall standard of roadside assistance services offered by the participating road patrol teams and to achieve a universally high level for the quality of services offered by FIA Region I Clubs and ARC Europe Group members throughout Europe. Participants in the Road Patrol Training for Excellence will benefit from access to cars from different car brands under contract with ARC Europe Group and learn about common breakdown causes, specific repair information and new car technologies for each of these brands. The event will include both training and assessment sessions and, upon completion, a certification of training. The team achieving the highest scores during the assessment sessions is awarded the title of “Road Patrol Team of the Year”.

For more information:
ARC Europe Group
communication@arceurope.com

Stefano Sarti
Editor in Chief
stefano.sarti@arceurope.com

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ACTA becomes ISO 18295-1

ACTA becomes ISO 18295-1: Customer Contact Centers, a certification that attests a high level of service and quality to its customers.

The ARC Europe Europe Group sincerely takes this opportunity to thank all our employees for their daily involvement!

Source: ACTA

https://www.acta-assistance.com/

ARC Europe Group Correspondent: Diana Dumois

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Groupe PSA and ARC Europe group extend their partnership providing the best in class mobility assistance & connected services

ARC Europe Group becomes the main partner for Groupe PSA in roadside assistance and connected services.

Almost 5 vehicles on the roadside out of 10 are under cover by ARC Europe Group, the mobility partner for top automotive brands in Europe, and Groupe PSA is not the exception.

ARC Europe Group will become as of 2019 the main Roadside Assistance and Connected Services Partner for Groupe PSA on 43 European markets including Russia and Turkey for a period of 5 years until 31/12/2023 and extend the collaboration established in 2009 between the two Groups.

Groupe PSA is pleased to extend its collaboration with ARC Europe Group in 2019. ARC Europe is first and foremost a single point of contact for more than 40 countries; this allows us to simplify daily data exchanges but also to have a single tool for reporting or measuring our customers satisfaction. On the roadside, our customers will always benefit from the know-how of all members of ARC Europe Group”. Said Mr. Pascal Luchetti, VP aftersales/Aftermarket of Groupe PSA.

Lastly, Groupe PSA and ARC Europe Group are already working on two main subjects:

  • The energy transition with the arrival in 2019 of a larger number of electric or hybrid vehicles, for which Roadside Assistance will be significantly different.
  • The digitalization of Roadside Assistance into Positive Assistance, to offer an enhanced responsive customer experience on smartphones, including complete information and services required in case of breakdown or accident.

ARC Europe Group is expected to cover at least 20 million of customers and 12.5 million vehicles under warranty. ARC Europe Group is eager to support Groupe PSA in the roll out of the new European Service Activated Roadside Assistance program (SARA) steered by Groupe PSA’s headquarters.

“This successful partnership with Groupe PSA is the result of many talented people in both our organizations, who are daily engaged and compromised to serve the EV-drivers and ICE motorists on the road, in addition to procuring an extensive portfolio of connected services, which will positively impact the ultimate customer experience. We are very proud of our teams! Said Mr. Stefano Sarti, Managing Director of ARC Europe Group.

 Within ARC Europe Group, we are strongly focused in facilitating and centralising the data reporting of our customers, while prioritising our efforts in contributing with our partners for a better, greener and sustainable mobility (with our electric vehicle assistance solutions). We feel responsible to reduce CO2 emissions and advocate new energies for a sustainable planet”. Mr. Stefano Sarti, added.

Groupe PSA and ARC Europe Group signed their first Framework Agreement in 2009 for Peugeot, Citroen and DS and since 1993 with OPEL; a partnership established 26 years ago. The cooperation has been prolonged and expanded throughout the years. Since its beginning and until end of 2018, ARC Europe Group will have arranged within the Framework, almost 1.85 Million Roadside Assistances for all brands of Groupe PSA.

Focus of the renewed partnership will lie in Customer satisfaction, digitalization, enhanced Reporting and services adapted to EVs among others.

The markets are: Andorra, Albania, Austria, Azerbaijan, Belarus, Belgium, Bosnia-Herzegovina, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, Germany, Gibraltar, Greece, Hungary, Iceland, Ireland, Kazakhstan, Kosovo, Latvia, Liechtenstein, Lithuania, Luxembourg, Macedonia, Malta, Moldova, Montenegro, Netherlands, Poland, Portugal, Spain, Russia, Romania, Serbia, Slovakia, Slovenia, Sweden, Switzerland, Turkey and Ukraine.”

https://www.groupe-psa.com/fr
https://www.groupe-psa.com/en/

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Ford & ARC Europe Group signed their continuous partnership in Positive Assistance & Roadside services

ARC Europe Group will become as of 2019 the Roadside Assistance Provider for Ford in the Euro 20 markets for an initial period.

On top, ARC Europe Group will keep providing services in Turkey (through local contract between the Joint Venture, Ford Otosan, and the ARC Service Provider, Marm Assistance), and in 16 European Direct Markets.

In all, ARC Europe Group is expected to cover nearly 1.5 Million New Vehicles (PC and LCV) yearly, plus 2.5 Million vehicles serviced at a Ford Dealership, through the successful Service Activated Roadside Assistance program (by which drivers get their mobility entitlement prolonged).

We are proud to continue our long-lasting partnership with Ford and looking forward to expanding our service portfolio in connected and mobility services. We consider Ford a strong player in the automotive industry, we are pleased to share our vision in Positive Assistance, which will enable us to prevent and predict breakdowns and ultimately to enhance customer’s experience journey along the roadside”, said Stefano Sarti, Managing Director, ARC Europe Group

Ford Motor Company and ARC Europe signed their first Framework Agreement in 2005, and the cooperation has been prolonged and expanded throughout the years.

Focus of the renewed partnership will lie in digitalization, connectivity, innovative and tailored customer services like services adapted to Electrified Vehicles and Fleet Customers.

 

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Club Auto Announces Rebrand to Xperigo

MARKHAM, ON, Feb. 5, 2019 /CNW/ – Club Auto Roadside Services Ltd., a leading provider of automotive services in North America, yesterday announced the company’s rebrand to Xperigo. The name change is the result of an extensive rebranding effort designed to reflect the evolution of the organization and reinforces the company’s commitment to managing customer experience in the evolving world of automotive mobility.

In 2014, the company’s leadership team engaged with industry stakeholders to assess the company, it’s industry, competitors, and the future of automotive. Based on that research, the company spent the next 4 years executing on a strategy to increase its relevance in the connected car space and position itself as a leading customer experience management partner in the automotive sector. With a stronger value proposition that resonated within the industry, the company experienced significant growth, winning more than 30 new brands as partners over a 3-year period. The rebrand is another important step in the progression of that strategy and to further accelerate our winning approach.

“We have completely transformed our business”, states Sean Grasby, President & CEO. “Now that we have transitioned from a single-service supplier into a valued strategic partner, it was important that our brand emulate a contemporary company that utilizes leading technology to deliver best-in-class customer experience management solutions. While our commitment to the clients we serve will not change, our new branding positions us well for the future of automotive mobility.”

“After almost 27 years of operating under the Club Auto name, the decision to rebrand was not taken lightly,” adds Dan Turner, Chief Operating Officer. “Much had been accomplished under the old brand but the time for change had arrived. The rebrand effort was a year-long process of discovery and creative development that incorporated feedback from team members, clients, prospects, and industry experts. As a service provider that delivers “experiences-on-the-go”, the name Xperigo conveys our commitment to an enhanced customer experience for our clients and their customers.”

About Xperigo
Xperigo has successfully managed customer experiences on behalf of the top automotive brands since 1992. Xperigo has developed a highly integrated service delivery platform that provides real-time access to a suite of automotive mobility services. These services include: Next-Generation Roadside Assistance, Customer Experience Management, Connected Car Services, Emergency 911 Services, Mobile Self-Serve Solutions, Concierge and Professional Services.

SOURCE Xperigo

https://www.xperigo.com/index.html 

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Mobility Experts ARC Europe Group introduce ‘electric jerrycan’

“Think of it as an electric jerrycan”, says Stefano Sarti, patting a large square box at the back of a roadside assistance van. ARC Europe Group is installing these mobile EV chargers in its vans throughout Europe – finally answering the question: “If I get an electric car, who’ll help me when it runs out of charge?” 

Newer electric vehicles (EVs) may have greater ranges and the recharging infrastructure may be getting denser across Europe, but range anxiety is retreating only slowly. It remains the Achilles heel of the drive to electrify our mobility.

Eight charges
And yet, nobody driving a petrol or diesel car worries about running out of fuel. Why? Not just because there’s plenty of fuel stations in Europe. Drivers also know that roadside assistance vans are stocked with enough juice to get them to the nearest fuel station.

But you can’t put electricity in a jerrycan, can you? Well, ARC Europe Group has – sort of. “Together with charging solutions specialist CLS, we’ve developed mobile charging units like this one. They hold about eight charges that can give an EV enough spark to cover a 15 to 20 km distance, so they can get home or to the nearest charging station”, says Mr Stefano Sarti (pictured), Managing Director of ARC Europe Group.

40 countries
ARC Europe Group is the largest supplier of roadside assistance services in Europe, consisting of a network of 42 partner organisations across 40 countries, covering 46 million vehicles with a fleet of 60,000 patrol vehicles and assistance vans. The mobile charging units are already available in 16 countries; the aim is to get at least one mobile charging unit installed in the fleet of each partner organisation.

Each mobile charging unit consists of three separate boxes for easy installation. Two hold eight lithium cells each, the third has the control panel. The units come provided with all the different jacks for the various charging systems currently in operation. “The recharging takes about 1 minute per km of range. So, in 20 minutes you’ll be good to go 20 km”, Mr Sarti explains.

Lighter versions
The battery pack can recharge from the service vehicle’s power as it drives between calls. Thanks to their limited weight and dimensions, the units are easy to redeploy in other service vehicles or even, if necessary, to be moved from the van to a remote location. “Each unit weighs 125 kg, but we’re working on even smaller, lighter versions,” says Mr Sarti.

As these mobile charging units become widespread, EV drivers can drive, safe in the knowledge that professional equipment (and specifically trained personnel) is out there to help them. And that will rip the heart out of what remains of range anxiety. But ARC Europe Group is already thinking one step ahead. “EV assistance is not about the battery only, but also about native connected cars. By collecting real-time data, we want to be able to prevent and predict breakdowns, and make electric driving a zero-breakdown experience”.

Positive assistance
Using connected technology, ARC Europe aims to discern patterns and algorithms that will be able to alert EV drivers when the charge is too low for the journey planned. “We call this form of preventive breakdown remediation ‘positive assistance’. It’s the first time in history this is being done”, says Mr Sarti. One example: “Range anxiety focuses on the EV’s main battery, but there is also the 12- or 24-volt starter battery, which needs to be monitored!”

ARC Europe’s ambitious and holistic EV assistance programme has caught the attention of some OEMs, with which the group is in talks for the provision of white-label EV breakdown services: “This will allow them to offer their customers a seamless brand experience”. Further on ARC’s horizon: a presence in (fixed) charging stations, and assistance for e-bikes. “We’re moving from car assistance to mobility assistance”, says Mr Sarti. “That’s the future!”

Authored by: Frank Jacobs
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ACTA innovates with their new mobile charger for Electric Vehicles

This week, ACTA have officially launched their mobile charging unit, specifically for electric vehicle. The charging unit comes as a result of the partnership between ARC Europe Group and CLS.

The trend towards E-mobility is clear, the sales of electric vehicles will continue to gain momentum and OEMs have put clean mobility high on their agenda for the years to come, leading to a transformation of the automotive industry and the future of mobility. This evolution will impact the current ecosystem and the assistance we need to provide.

In 2017, ARC Europe Group and Club Logistics Services (CLS) collaborated on a leading project to address one of the major mobility trends associated with lowering levels of pollution, C02 emissions and lowering fuel consumption. ARC Europe Group, roadside assistance leader aims to satisfy their OEM partners, bring solutions to their network of dealers and respond to end consumer clear needs and expectations. CLS offers expertise and experience in innovative charging solutions. The first achievement of this partnership is the mobile charger for EVs.

Always tasked to bring the best innovative solutions to their customers, ACTA, subsidiary of ARC Europe Group, ordered their mobile charger as soon as it was available and are pleased to introduce their first unit, which it is the first one in France. The new patrol vehicle will be operational in Paris as of November 2018.

We are proud to be the pioneers, along with ACTA and CLS in the EVs industry to keep our leadership in roadside assistance, to enable and facilitate the ultimate customer mobility and build a complete new ecosystem, where OEMs, ARC Europe Group, and EV’s infrastructure, partner up to guarantee a safe journey to future eDrivers in France and throughout Europe.” Stated: Stefano SARTI, Managing Director of ARC Europe Group.

Moreover, Raphaël GUIGNIER, Managing Director of ACTA said that “ACTA keeps on innovating and commits to E-mobility. We already offer to our client a wide range of specific services for electric vehicles, such as: breakdown repairs and towing with a specific process and by skilled staff, customer service for car sharing, hotline for charging stations”.

The mobile charger is a modular system made up of three separate packs boxes for easy installation and flexibility. Two of the cassettes house eight of the Lithium cells in each, one additional cassette has the control systems. They are modular, easy to move and can easily be put in other locations or other service vehicle. The weight and dimension of each unit is adapted for ease of carrying, meaning that they can be used in a non-accessible place for a vehicle, for example like a basement. The on-board charging system has been developed within the patrol vehicle that delivers battery power to Electric Vehicles. The battery pack can recharge using the vehicles power while driving in between road service calls and is compatible with a wide range of vehicles.

This solution will comfort end consumer fears, and it is a B2B solution for an OEM and a long-term leasing company, helping avoid towing charges and helps to build a unique and rewarding service.

This new offer extends the current E-mobility services offered by ACTA (breakdown repairs and towing of EVs by skilled staff, customer service for car sharing, hotline for charging stations, …). In addition, ACTA will not stop there, the aim is to have more mobile chargers and propose alternative solutions to the E-mobility assistance.

Stuart DAVIES, CEO CLS said “CLS is proud to partner with ARC Europe Group and ACTA in supporting France’s adoption of Electric Vehicles. Like when motor vehicles first hit the roads over some 100 years ago and founding automobile clubs started carrying fuel cans for stranded motorist. ACTA’s road service vehicles have had to adapted to the change in technology and service demands.

About ACTA
ACTA is a group subsidiary of ARC Europe founded in 1992 by the main European automobiles clubs and is the leader of the roadside assistance in France with clients such as OEMs, rental car companies, dealers, car sharing companies and car fleet. ACTA realised in 2017 a turnover of €69 Million, an increase of 5% since 2016. Every year, ACTA handle with more than 375 000 assistance packages with 500 collaborators (700 during summer period) and deal with almost 2,5 Million of on the multichannel platform.

About ARC Europe Group
ARC Europe Group is the holding company of ACTA and it the largest supplier of B2B roadside assistance services in Europe with an outstanding network in more than 40 European countries. The Group shareholders are ADAC, AA, ANWB, ACI, ÖAMTC, RACE, TCB & TCS. The Network gathers 42 partners, cover 46 Million of vehicles and have a fleet of 60 000 patrolmen and towing trucks.

About CLS
Club Logistics Services (CLS) is an Australian owned company based in Europe in The Netherlands. Currently their primary business is aiding Motoring Clubs in Europe build their Mobile Battery Programs, with discussions and projects currently underway to extend their service offering.

Press Contact
Diane Dumois
Head of Corporate Communication & PR
diana.dumois@arceurope.com

 

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ANWB NAMED ROAD PATROL TEAM OF THE YEAR

For the second year in a row, Koninklijke Nederlandse Toeristenbond (ANWB) was awarded the title Road Patrol Team of the Year by FIA Region I and ARC Europe Group following three days of intensive training and competition at the annual Road Patrol Training for Excellence. In second place were Automobile Association UK (AA UK) and Auto-Moto Zveza Slovenije (AMZS).

FIA Region I President, Mr Thomas Møller Thomsen said: “Breakdown assistance remains a core business of many Clubs. The event brings Clubs together and gives them a chance to learn from each other. Patrol teams receive training from some of the best experts here and in the end this benefits members who get the highest quality assistance when they need us.’’

Stefano Sarti, Managing Director of ARC Europe Group, said: “ARC Europe Group proudly recognize the hard work and commitment of our road patrols, it’s due to their day to day efforts, that we are known for high-quality services in roadside assistance. The Road Patrol Training for Excellence it’s instrumental for us, we strongly value our patrol men and we would like to honor them with this prize and fulfill our goal, to become the best mobility partner for our customers, in addition to developing new business lines and getting motorists back on the road.”

The event took place from 25 to 28 September 2018 in Vienna, Austria and was hosted by the Österreichischer Automobil-, Motorrad- Und Touring Club (ÖAMTC).

FIA Region I and ARC Europe Group are the main organisers of the event where 19 road patrol teams from across Europe come together to learn the latest techniques and best practice for roadside assistance to help get motorists back on the road. This year, trainers came from two clubs Österreichischer Automobil-, Motorrad- Und Touring Club (ÖAMTC) and the Touring Club de Suisse (TCS), as well as two companies Club Logistic Services (CLS) and ProLux.

About the Road Patrol Training for Excellence

FIA Region I and ARC Europe Group have joined forces to create a best in class training for the road patrol teams in member organisations. The training aims to increase the overall standard of roadside assistance services offered by the participating road patrol teams and to achieve a universally high level for the quality of services offered by FIA Region I Clubs and ARC Europe Group members throughout Europe. Participants in the Road Patrol Training for Excellence will benefit from access to cars from different car brands under contract with ARC Europe Group and learn about common breakdown causes, specific repair information and new car technologies for each of these brands. The event will include both training and assessment sessions and, upon completion, a certification of training. The team achieving the highest scores during the assessment sessions is awarded the title of “Road Patrol Team of the Year”.

For more information:
ARC Europe Group
communication@arceurope.com

Diana Dumois
Head of Corporate Communication & PR
diana.dumois@arceurope.com

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