Success story:

How the RAC is future proofing its workforce with Access

We recently had the opportunity to speak with Laura Burrows, Digital Learning Manager at the RAC, about her experiences with learning, compliance, and engaging content.

The RAC founded in 1897, has a long-standing reputation for providing exceptional roadside assistance and insurance solutions to over 14 million customers across the UK. With a workforce approaching 4,500 employees and a commitment to continuous improvement, the RAC is a trusted and iconic brand.

The ability to manage compliance seamlessly and under one umbrella has been instrumental in supporting RAC’s Learning strategy. To highlight a few areas:

• Workspace – no need to login to multiple platforms.
• Ease of navigation making it user friendly
• Ability to see compliance scores in real time by use of the compliance apps for both admin and line managers.
• Administrators – having the ability to quickly and easily allocate training 
• Automation and digitalisation of forms
• Digitalisation of Key HR processes
• Mobile App – for on the go learning

Our colleagues now have access to a vast library of over 5000 online resources, including:

• Career enhancement tools: CV 360, Interview 360, digital career coaching, career assessments, and more.
• Personalised learning: Weekly newsletters highlight relevant content tailored to individual needs.
• Flexible learning: Colleagues can access training whenever and wherever it suits them.
  
  

To maximise each of the platform's value, the RAC has:

• Customised the platform with our branding and messaging.
• Promoted it through our intranet to encourage colleague engagement.
• Leveraged analytics to track colleague activity, engagement, and learning outcomes.

"The RAC has been a strategic partner with Access for nearly a decade, utilising both Abintegro (Access Career Development) and Access Learning to enhance our training and development initiatives. This collaboration has been instrumental in transforming our operations and ensuring compliance with industry standards” Laura explained.

“Over the years, we have consistently seen a rise in colleague participation in CPD and mandated training, reaching a remarkable 97%. This achievement is a testament to the effectiveness of our partnership and our commitment to providing our members with the highest quality service."

What features of the Access tech do you lean on the most?

"We're particularly impressed with Workspace's ability to create simple landing pages that provide users with essential information and direct access to necessary applications," Laura commented. "This feature has been invaluable in streamlining our processes and improving user experience."

"As a heavily regulated financial services company, compliance is a top priority," Laura explained. "Access's compliance apps have been instrumental in ensuring that our employees stay up to date with the latest regulations and complete required training efficiently.

One feature that has exceeded our expectations is the forms functionality within the Learning Management System (LMS). I initially underestimated its value, but it has become an indispensable tool for streamlining and standardising our training and competency processes, including annual performance reviews and induction sign-offs. 

"The platform provides a comprehensive digital record of each colleague's training history, including dates, locations, and completion status," Laura continued. "This is especially important for us as a heavily regulated insurer. The HSE also imposes strict regulations on our operations, given the inherent risks of roadside assistance."

How does the RAC ensure its colleagues are equipped with the latest knowledge and skills to address the evolving needs of motorists?

"Electric vehicles present unique challenges when they break down on the roadside. Unlike traditional vehicles, you cannot simply disconnect the battery and fix the issue. This requires specialised equipment and a workshop setting" said Laura.

"Fortunately, electric cars are less prone to breakdowns due to their simpler design. However, we still need to ensure our patrols are equipped to handle any potential issues. While most of our electric vehicle training is hands-on and in-person, our system has been invaluable for tracking and managing these training sessions. We can easily record attendance, send out reminders and invitations, and monitor which patrols have received specific training."

"With a workforce of nearly 4,500 employees, over 50% of whom are roadside patrols, mobile mechanics or recovery technicians, we have had to adapt our training delivery to accommodate our dispersed team," Laura explained.

"Access has been instrumental in enabling us to streamline our training processes and ensure that our colleagues have the necessary resources and support, regardless of their location.

Line managers have also benefited from the platform's enhanced visibility into compliance reports and colleague performance. This increased oversight has played a significant role in our impressive compliance improvement, from 83% to 97% within just six months of implementation."

"The Access team has been instrumental in the success of our partnership," Laura emphasised.

"Their dedication, expertise, and collaborative approach have played a vital role in our ongoing relationship. From our Customer Success Manager to developers, support team, account managers, and marketers, everyone has been incredibly supportive and helpful.

Learn more about how Access Learning can help you deliver effective learning throughout your organisation.

The Access Group's HCM division, Access People, offer an unrivalled suite of solutions for businesses, including HR and Payroll, Absence Management, Workforce Management, Compliance, Recruitment, Talent, Learning, Employee Benefits and Engagement, Health & Safety, all of which are underpinned by the powerful Access Workspace platform. 

The Access Group is one of the leading providers of business management software to small and mid-sized organisations in the UK, Ireland, and Asia Pacific. We help over 100,000 customers across commercial and not-for-profit sectors become more productive and efficient.