Australian Motoring Services (AMS) has slashed call handling and dispatch response times by up to 50% after deploying the Boomi Enterprise Platform.
Jointly owned by Australia’s major motoring clubs — RACV, NRMA, RACQ, RAC, RAA, and RACT — AMS supports millions of drivers nationwide. In 2025, the company secured a major roadside assistance contract with a global luxury car manufacturer, requiring AMS to operate entirely within the client’s CRM system while continuing to use its own for auditing, reporting, invoicing, and supplier management.
This dual-system requirement created a complex integration challenge, making real-time updates difficult and forcing manual dispatch requests — a process prone to delays and errors.
Using Boomi’s low-code integration and automation tools, AMS connected the client’s CRM with its own systems, as well as those of its suppliers, eliminating manual data entry and ensuring seamless data flow across the ecosystem. The result: a 50% reduction in call handling and dispatch response times, saving around four to six minutes per call and improving satisfaction for both customers and staff.
The Boomi Enterprise Platform now enables real-time, two-way data synchronisation between AMS and the luxury car manufacturer’s systems, linking 11 separate platforms, including Salesforce, dispatch, incident management, and digital payment systems. AMS also leveraged Boomi to build reusable integration components that can scale across 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 contract requirements, the integration has created a robust, real-time data pipeline that synchronises incidents and policy data across AMS’s ecosystem. This consistent and reliable data foundation positions AMS to explore advanced analytics and AI-driven use cases, including predictive analytics, conversational AI, and generative AI for 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.
David Irecki, Boomi’s Chief Technology Officer for Asia Pacific & Japan, said: “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. AMS now has the foundation in place to unlock tremendous value from predictive analytics and generative AI.”
About Boomi
Boomi, the leader in AI-driven automation, enables organizations worldwide to connect everything, automate processes, and accelerate outcomes. The Boomi Enterprise Platform — including Boomi Agentstudio — unifies integration, automation, data, API, and AI agent management in a single solution. Trusted by over 25,000 customers and supported by more than 800 partners, Boomi is driving agentic transformation to help enterprises achieve agility, efficiency, and innovation at scale.
Learn more at boomi.com.
