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1 © 2013 AAA Club Partners – Confidential and Proprietary – Internal Use Only AAA will become an essential “content provider” for leading connected car solution providers ACP Leadership Meeting January 2014
2 © 2013 AAA Club Partners – Confidential and Proprietary – Internal Use Only Connected Cars are the Future of Vehicle Health & Safety 84% of survey respondents believe connected devices will save them time Integration may actually be the competitive differentiator in automotive OEM’s connected vehicle offerings 91% Believe that All Cars in the Future Will Connect to the Internet
3 © 2013 AAA Club Partners – Confidential and Proprietary – Internal Use Only 2 Pronged Strategy to Deliver the Connected Car Vision National Partners Test and Learn AAA
4 © 2013 AAA Club Partners – Confidential and Proprietary – Internal Use Only Critical Rear Brake Service Alert Get an example of a repair booking screen from Driverside?
5 © 2013 AAA Club Partners – Confidential and Proprietary – Internal Use Only Repair Solution Requirements Technology Infrastructure Requirements Solutions work across CORs and AARs Agnostic relative to shop management systems Requires a “mainstream” shop management system (top 40-50) Integrated with the Online Garage to create a connected experience for customers and members Provides integration across online booking, electronic inspections, repair orders, invoicing, and CRM Meets AQS#8 Requirements EndorsementPartnership AAR Relationship Enhanced AAR Program Implementation Provide ACP-wide execution leadership Listening and relationship building with AARs Right-sizing networks to meet requirements and business goals Develop reference sites for repair-facing business models Communicate business impact and contract new AAR network locations.
6 © 2013 AAA Club Partners – Confidential and Proprietary – Internal Use Only Repair Strategy - Infrastructure Objectives Migrate AAA relationship from rescue to equip and protect Differentiate through a connected repair network Create interest in UBI, SMARTtrek, and membership Improve repair shop performance Value to shops Low cost connected infrastructure Higher spend per customer plus retention Better customer relationships Integrated into AAA towing = more tows & higher average sale Value to customers and members Easy to set up appointments No need to speak “mechanic talk” Better experience at repair
7 © 2013 AAA Club Partners – Confidential and Proprietary – Internal Use Only MVRM - Integrating Repair Shops and Consumers Shop InterfaceConsumer InterfaceCommon Content Online scheduling Repair history Inspection data Maintenance reminders Telematics alerts Vehicle data Notification preferences Vehicle recalls Guru advice Integrated shop calendar Consumer profile Vehicle profile Workflow view E-MP Inspections Integrated CRM Mobile and Web Receipts Find a shop Active alerts Vehicle data Notification preferences Guru advice UBI MyDriving
8 © 2013 AAA Club Partners – Confidential and Proprietary – Internal Use Only Evidence-Based Design Program Membership research Total Vehicle Ownership Research Online Garage Heuristic evaluation Iterative feedback on desktop and mobile prototypesdesktop mobile Usability evaluation of prototype Side x Side design comp test Component test for MyDriving design SMARTtrek customer panels Repair COR AAR observations and interviews, mockup feedback Interactive wire frames - SME review Interactive wire frames Data-driven insights and evaluation drive design decisions Design by committee Loudest voice in the room Person with most influence Continuous involvement of people whose work or life you are changing
9 © 2013 AAA Club Partners – Confidential and Proprietary – Internal Use Only Vendor Evaluations Companies DriverSide RepairPal MyCarFax Napa Tracs Fullslate Octomize Booking Bug Booker Service Dynamics (Shop Watch) Schedule Max Appointment Plus Smotgo Trackum Service Max XTime Evaluation Dimensions Integration across consumer and repair facing experiences IP Protection (Size of company, nature of relationship) Market-tested solutions Price at repair Price for millions of consumers SMS read capability SMS write capability Online booking Electronic multipoint inspections Ability to scale Integrated shop portal Other business assets
10 © 2013 AAA Club Partners – Confidential and Proprietary – Internal Use Only Deployment Strategy Build on the success of others Buy solutions when they exist Enter the market faster, at pace Don’t solve problems you don’t have to Return to internal development Learn from external relationships Reduce costs in critical areas Know “core” vs. “non-core” Control sustainable differentiators
11 © 2013 AAA Club Partners – Confidential and Proprietary – Internal Use Only Why AARs are critical 1.A comprehensive network is required to differentiate AAAs Connected Car offering. 2.An important element of what national partners want from a AAA relationship 3.Opportunity to provide additional member value and exposure to prospective members A network of reasonable scale is required to provide a meaningful connected repair value for members
12 © 2013 AAA Club Partners – Confidential and Proprietary – Internal Use Only Consumer Website View of the Garage
13 © 2013 AAA Club Partners – Confidential and Proprietary – Internal Use Only Mobile Views of the Garage
14 © 2013 AAA Club Partners – Confidential and Proprietary – Internal Use Only Questions?
15 © 2013 AAA Club Partners – Confidential and Proprietary – Internal Use Only Connected Car Assumption AAA will not own or control: In-vehicle hardware Vehicle OS or firmware The content store for vehicles The data (cellular) network that passes information to and from vehicles
16 © 2013 AAA Club Partners – Confidential and Proprietary – Internal Use Only Connected Car Assumptions Aftermarket solutions will connect more vehicles over the next 5 years and represents a bigger opportunity for AAA in both insurance and repair Cannibalization of top tier insurance customers through competitor UBI programs is an imminent threat Connecting repair is our key differentiator BIC location aware ERS will be table stakes for AAA Mobile communications will continue to increase in importance for all consumers
17 © 2013 AAA Club Partners – Confidential and Proprietary – Internal Use Only Valued AAA Assets AAA Brand ERS Repair Network Insurance AAA Information/Data (Towing, Repair interactions, etc…) Discounts AAA Generated Content
18 © 2013 AAA Club Partners – Confidential and Proprietary – Internal Use Only Prioritizing Partner Discussions OEMs Great for RAP business Fragmented and slow to market for winning the connected car Short-term in-vehicle app approach with OEMs Aftermarket Automatic Labs (BT Solution) Sirius XM Sprint VPX Platform/OS Smartphone applications TSPs/Wireless Carriers White label solution – test, learn and insurance Platform play that will ultimately support insurance competitors
19 © 2013 AAA Club Partners – Confidential and Proprietary – Internal Use Only Implications of Partner Strategy National program clearly defined for the federation around 3 elements: ERS, Repair and Insurance Supports members and non-members with clear benefits for being a member Build competencies in mobile application development Start winning back the RAP business to support the long-term “built-in” strategy Significant push to become the defacto towing application on smartphones – iOS and Android Start with relationships that don’t support competing insurance carriers
20 © 2013 AAA Club Partners – Confidential and Proprietary – Internal Use Only Everywhere AAA Members Want Us To Be
21 © 2013 AAA Club Partners – Confidential and Proprietary – Internal Use Only Choosing the Optimal Path 201320142015201620172018 Volume/Scale OBDII Cell Smartphone Probe National Partners Lowest cost & Fastest path to scale Most viable long- term strategy Best way to test, learn and build
22 © 2013 AAA Club Partners – Confidential and Proprietary – Internal Use Only 2014 Priorities & Activity 1.Infrastructure Usage based insurance (0-30%) processes refined and rolled out Repair systems – Online scheduling, Digital inspections, etc… AAR model refined, socialized and expansion started Online Garage (AAA Experience Hub) built and launched Membership rider defined, tested and expansion plans developed Smartphone solutions – AAA mobile app and phone as probe Continued development of OBDII cellular solution and VHS services – refine diagnostics, messaging, improved data quality, teen, incident response, etc… 2.Pilots Connected Car pilots across 2-3 clubs and with CORs and AARs Validate the shop experience, Online Garage experience, and ROI Acquire customers and determine value of the integration 3.National Program(s) Defined
23 © 2013 AAA Club Partners – Confidential and Proprietary – Internal Use Only Content Strategy Focus on content that enables targeted value How much is my vehicle worth? What is wrong with my vehicle? Eventually, what is likely to happen to my vehicle next? Participation in GMA Knowledge Base development Expert content Contextually relevant At shops Through ask-an-expert interface online As an enabler
24 © 2013 AAA Club Partners – Confidential and Proprietary – Internal Use Only SMARTtrek (VHS) Communications SALESALE Order Confirmation Shipping Confirmation Plug-In Request and Reminders Welcome – Driving Information Available Month 3 Month 4 Vehicle Health Summary Vehicle Health Alert Battery Alert Maintenance Alert VIN Mismatch / Device Connection Error Coolant Alert Triggered Communications Vehicle Health Summary Survey 2 FPO Be Sure to Update Mileage Online* *Item not yet in production. Registration Request and Reminders (Retail only) Month 1 (plug in ~20 days in) Month 2 (first trip ~30 days in) Feedback Opt In – Survey 1
25 © 2013 AAA Club Partners – Confidential and Proprietary – Internal Use Only SMARTtrek (VHS) Communications Month 6Month 7 Month 8 Vehicle Health Summary Vehicle Health Alert Battery Alert Maintenance Alert Coolant Alert Triggered Communications Vehicle Health Summary Get to Know SMARTtrek 3* (Fuel Efficiency) FPO Month 5 Get to Know SMARTtrek 1* (Driving Information) Vehicle Health Summary FPO Get to Know SMARTtrek 2* (Vehicle Health Alerts) FPO Vehicle Health Summary VIN Mismatch / Device Connection Error Survey 3Survey 4 Survey 5 Survey 6 Get to Know SMARTtrek 2* (Vehicle Health Alerts)
26 © 2013 AAA Club Partners – Confidential and Proprietary – Internal Use Only SMARTtrek (VHS) Communications Month 10Month 11Month 12 Vehicle Health Summary FPO Vehicle Health Alert Battery Alert Maintenance Alert Coolant Alert Triggered Communications Vehicle Health Summary Month 9 Vehicle Health Summary Subscription Ends – Ensure Uninterrupted Service* Month 13 NOPURCHASENOPURCHASE PURCHASEPURCHASE VIN Mismatch / Device Connection Error Order Confirmation Survey 7 Survey 8 *Items in red not yet in production. Subscription Ends – Reminder* Return Device Request and Reminders FPO Exit Survey*
27 © 2013 AAA Club Partners – Confidential and Proprietary – Internal Use Only Plug-In Request
28 © 2013 AAA Club Partners – Confidential and Proprietary – Internal Use Only Battery Alert
29 © 2013 AAA Club Partners – Confidential and Proprietary – Internal Use Only Vehicle Health Report
1 © 2015 AAA Club Partners – Confidential and Proprietary Connected Car: Ensuring AAA’s Relevance Driving the evolution of AAA’s connected car program.
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