Boomi Helps Australian Motoring Services Cut Call Handling, Dispatch Times By 50 Pct

Australian Motoring Services Lowers Call Handling and Dispatch Response Times by up to 50% With Boomi

KUALA LUMPUR, Nov 17 (Bernama) -- Boomi announced Australian Motoring Services (AMS) has significantly improved its integration and automation capabilities using the Boomi Enterprise Platform, achieving up to a 50 per cent reduction in call handling and dispatch response times.

In a statement, Boomi said AMS, a leading wholesale roadside assistance provider jointly owned by Australia’s major motoring clubs, required a modern integration framework following a 2025 agreement to deliver roadside assistance for a global luxury car manufacturer.

Boomi Chief Technology Officer for Asia Pacific and Japan, David Irecki said the AMS project highlights how integration and automation can rapidly scale and deliver value across an organisation.

“AMS now has the foundation in place to unlock significant benefits from predictive analytics and generative AI,” he said.

Meanwhile, AMS Chief Information Technology Officer, Sid Shekar said the deployment has delivered a strong competitive advantage.

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

The contract required AMS to operate entirely within the manufacturer’s customer relationship management (CRM) system while continuing to use its own CRM platforms for auditing, reporting, invoicing and supplier management and created operational and data-flow challenges, including manual dispatching and difficulties in maintaining real-time incident updates.

Boomi’s platform enabled AMS to integrate 11 separate systems, including Salesforce, dispatch platforms, incident management systems and digital payment solutions. The integration removed the need for manual data entry between AMS, its clients and its suppliers, and established two-way, real-time connectivity with the manufacturer’s CRM.

As a result, call handling and dispatch times were reduced by up to 50 per cent, saving four to six minutes per call and improving customer and staff satisfaction. Boomi also supported the creation of reusable components that can be applied across different incident types and policy workflows, improving long-term scalability and delivery consistency.

The integration has also established a real-time data pipeline that synchronises incident and policy data across systems, providing AMS with high-quality data for future analytics and artificial intelligence (AI) initiatives, including predictive analytics, conversational AI and generative AI-driven customer support.

-- BERNAMA