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.