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The origins
ACI Global was founded in June 2001. But
while its history is contemporary, ACI
Global’s tradition and experience date
back to as far as one hundred years ago.
In fact, 23 January 1905 is the date of
the foundation of the “Automobile Club
d’Italia”, which brought together the
various Automobile Clubs operating
locally throughout Italy into one
national organization. Already at that
time, the ACI’s charter envisaged “…
forms of technical, road assistance…
aiming to help in the use of automobiles”.
So assistance has always been one of the
lines of action of the Automobile Club
d’Italia, and is the basis for the
foundation and activity of ACI Global.
Today
ACI Global is an innovative, modern, and
dynamic company that uses the most
advanced infrastructure and
technological instruments, learning from
the ACI experience and the skills
acquired over the years in assistance
services. ACI Global is a leader in
vehicle, home, and personal assistance,
with the primary aim of developing in
the advanced tertiary sector through the
conception, management, and organization
of services for ACI members, private
individuals, and businesses. For this
purpose ACI Global offers itself as a
modern multiservice company, complete
with a multi-product and multi-customer
Call Center, highly specialized in the
management of outside supplier networks,
with assistance services extending to
all sectors characterized by strong
innovation.
The Operations
Centers
ACI Global’s Operations Centers are the
hub of all the services provided to
users. They are endowed with powerful IT
infrastructure, in order to guarantee
the fastest and most suitable response
for each caller. But, above all, they
are manned by skilled, qualified persons
who are sensitive to the needs
encountered throughout the 24 hours, in
order to guarantee continuity in the
providing of the assistance services.
They are divided into two main areas:
the Front Office, which answers the
calls, recognizes the customer, and
determines the type of assistance, and
the Back Office, which activates the
processes necessary for providing the
single services. The ACI Global
Operations Centers are located in Milan
and Rome, and operate as a single
Virtual Call Center, automatically
sorting and routing (in a manner totally
transparent to the user) the incoming
phone traffic. A peculiarity of the
structure is the management of an
effective Disaster Recovery system. Here
are some significant data on the
headquarters: over 5.5 million calls per
year (inbound and outbound); 900,000
assistance operations per year; from 300
to 500 multilingual operators depending
on the peaks and seasons; two offices
with a total area of over 3,000 square
meters; an IT and telephone system
capable of adapting to the customer’s
needs, handle requests, and measure
performance.
Technical
assistance
“ACI Soccorso Stradale 803116” (Breakdown
and Roadside Assistance) is ACI Global’s
flagship service: created for ACI
members and private customers, it has
always been a point of reference for
Italian citizens, both motorists and
non-motorists. Its history starts in
1954 with “ACI 116” and has arrived up
to the present day with the celebration
of the 50th anniversary of the first
breakdown and roadside assistance
provided on toll motorways, with the aim
of being increasingly closer to
customers with innovative and
top-quality services.
Today ACI Global runs the roadside
assistance service for the most
important auto manufacturers, for a
total of over 5,500,000 vehicles covered.
Choosing ACI Global means being aware of
being able to count on an assistance
that is qualified in every sense. For
providing its operating services, down
through the years ACI Global has built
up a widespread network covering all of
Italy, which employs highly skilled
technicians and the most modern towing
and assistance vehicles.
For the assistance for cars, motorcycles,
and industrial vehicles, today ACI
Global can rely on almost 900 assistance
centers with a total of 3,000 vehicles:
breakdown trucks, mobile shops,
motorcycle pickup trucks, tray tow
trucks, crane trucks, and transport
loaders. Persons, vehicles, and
know-how: everything is started up by a
simple phone call, taken by the ACI
Global Operations Centers, whose
organizational capacity and efficiency
guarantee the most appropriate solution
in the shortest possible time.
Medical
assistance
For the providing of medical assistance
services, the ACI Global Network can
constantly rely, at any time, on 1,000
doctors and medical centers and over 500
assistance organizations. Giuseppe
Fontana, 55 years old, is a “Flying
Doctor”, one of those modern followers
of Hippocrates who fly from one corner
of the world to the other to save the
saveable. The Medical Director of ACI
Global and leader of the “ACI Global
Medical Team”, he leads the small army
of doctors and nurses who, by helicopter
and 4x4 ambulance, provide medical
assistance throughout the entire year
and during particular sports events like
the Rally d’Italia Sardegna, the only
Italian race of the FIA Rally World
Championship. “Alongside each operator,”
says Fontana, “there is always a doctor
who evaluates and decides the type of
action to be taken. In serious cases,
after the diagnostic phase, the planes
and helicopters are equipped with our
sophisticated equipment, turning them
into some of the best recovery rooms in
the world.”
In 2007 the FIA ranked the Rally
d'Italia Sardegna as the best rally of
the world championship in the
organization and management of safety
services. The success achieved
strengthens the professionalism of the
race organizers and the strategic role
of ACI Global’s activity.
Assistance
throughout the world
In order to guarantee a high level of
assistance not only in Italy, at the
international level ACI Global avails
itself of the services of ARC
Transistance, the pan-European company
formed by the eight major European
Automobile Clubs, including the
Automobile Club d’Italia. The specific
purpose of ARC Transistance is to
provide assistance services to motor
vehicles and people who travel,
according to a homogeneous quality
standard for all of Europe. Moreover,
ARC Transistance has a world Medical
Network that is unique in its widespread
coverage and efficiency, thanks to the
experience gained in this sector by the
major Automobile Clubs. ACI Global is
thus able to offer:
• a pan-European road assistance
service: 40 countries covered, 24,000
roadside-assistance vehicles, and
500,000 assistance operations per year
in the B2B sector alone;
• a world-level medical assistance
service: 120,000 assistance operations
in the B2B sector, over 70 helicopters,
and 8 air ambulance planes.
Events
ACI Global is also a protagonist of
international-level events such as the
20th Winter Olympic Games (Turin 2006),
the Rally d’Italia Sardegna, the Italian
race of the FIA Rally World Championship
(2005, 2006, 2007 and 2008), the Giro
d’Italia cycling race (2004-2005) and,
lastly, for vintage cars, the Dolomites
Gold Cup (2004, 2005, 2006, and 2007)
and Milan-Sanremo Cup. The participation
of ACI Global (and of the “ACI Soccorso
Stradale 803116” assistance) at Turin
2006 as Official Supplier, and in the
Rally World Championship in Sardinia, at
the Giro d’Italia, and at the
Milan-Sanremo Cup and Gold Cup, bears
witness to a consolidated trust placed
by the event organizers in ACI Global’s
technical capabilities. |
