Australian Motoring Services slashes response times with Boomi

Australian Motoring Services (AMS) has reported a 50 per cent reduction in call handling and dispatch response times after overhauling its systems with the Boomi platform. AMS has eliminated manual data entry and streamlined integration across operations, with digital changes targeting both staff and customer experience.

System connectivity

AMS faced integration hurdles after securing a contract with a global luxury car manufacturer, which demanded direct engagement with the manufacturer's own customer relationship management (CRM) platform. AMS was required to continue using its internal systems for auditing, reporting, invoicing, and managing suppliers. Integrating these disparate platforms had previously forced dispatch requests into slow, manual processes that led to errors and delays.

The company has now integrated its CRM with client and supplier platforms, connecting 11 commercial systems. Data flows between incident management, dispatch, Salesforce, and digital payment systems now occur in real time. Two-way integrations remove the need for duplicate data entry and enable near-instant incident updates for both AMS and its partners.

Operational results

The transition to digital dispatch has saved approximately four to six minutes per call. AMS says these operational improvements have enhanced satisfaction for customers and staff. The Boomi platform incorporates reusable components that AMS can scale across multiple types of incidents and policy workflows, supporting future service expansion.

"This deployment is not just about efficiencies and better speeds and feeds - it's given us a considerable competitive advantage in how we can work with once-disparate systems between us and our clients," said Sid Shekar, Chief Information Technology Officer, Australian Motoring Services. "We've already been able to scale the architecture Boomi has built for this project to other critical services."

Data foundation

According to AMS, the new architecture delivers consistent and reliable data for analytics and AI projects. The real-time synchronisation now in place is intended to support emerging areas including predictive analytics and AI-powered conversational support for customers. This approach is designed to help AMS create more personalised roadside assistance services.

"Through our work with Boomi, we now have clean, connected data flowing across the business. It's a major step toward a more intelligent and personalised roadside experience for drivers nationwide," said Shekar.

Expansion potential

Boomi's platform is used by AMS to create reusable integration flows, which can be extended to new business lines or service agreements. The consistency of the data pipeline is intended by AMS to allow reliable customer and business analytics at scale.

"When it's done in the right way and with an engineering mindset, companies can nearly instantly see the value that comes through integration and automation deployments and expand that value across the business," said Irecki. "AMS now has the foundation in place to unlock tremendous value from predictive analytics and generative AI," said David Irecki, Chief Technology Officer for Asia Pacific & Japan at Boomi.