Australia’s leading wholesale roadside assistance provider lays the foundation for AI-powered customer support and seamless system integration
SYDNEY, AUSTRALIA – NOV 14 2025 – Boomi, the leader in AI-driven automation, today announced Australian Motoring Services (AMS) has considerably improved automation and integration using the Boomi Enterprise Platform, underscored by a 50 percent reduction in call handling and dispatch response times.
AMS is one of the country’s leading wholesale roadside assistance providers, jointly owned by Australia’s major motoring clubs – RACV, NRMA, RACQ, RAC, RAA and RACT.
In 2025, AMS signed a major roadside assistance deal with a global luxury car manufacturer, requiring it to work completely within the customer’s customer relationship management (CRM) system, while still using its own for auditing, reporting, invoicing, and managing suppliers. This created a considerable integration challenge, making real-time incident updates difficult and forcing dispatch requests to be completed manually, which caused delays and errors.
AMS successfully integrated the CRM system with both its clients’ and suppliers’ platforms, eliminating the need for manual data entry between systems. This streamlined approach reduced call handling and dispatch response times by up to 50 percent when dispatched digitally, saving around four to six minutes on every call and significantly boosting satisfaction for both customers and staff.
The Boomi Enterprise Platform has created ultrafast data flows between 11 separate systems and established two-way, real-time integration between AMS and the luxury car manufacturer’s CRM. Integrations ranged from Salesforce to dispatch, incident management, and digital payment systems. Boomi also helped the company build reusable components that scaled to multiple incident types and policy workflows.
“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.”
Beyond the immediate and time-sensitive needs of the luxury car manufacturer contract, the Boomi Enterprise Platform has created a robust data pipeline that synchronises incidents and intersystem policy data in real time. This delivers consistent, reliable data to AMS for future analytics and AI use cases such as predictive analytics, conversational AI, and GenAI-driven customer support.
“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 personalized roadside experience for drivers nationwide,” added Sid Shekar.
Boomi’s Chief Technology Officer for Asia Pacific & Japan, David Irecki, says the partnership with AMS showcases how integration and automation projects can quickly scale and create value across the business.
“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.”
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