“Protecting motorists on the side of the road and being there for you on a cold winter morning when your car won’t start is about bringing together many people, disciplines, processes and technology,” says Anita Mueller, senior vice-president of club and automotive at CAA Club Group.

On an average day in winter, CAA South Central Ontario gets approximately 5,000 calls. However, extreme-weather events can cause huge peaks in volume, she notes. “I remember when we received over 32,000 requests for service on a single day!” To tailor responses to specific conditions efficiently, CAA uses a detailed “high call volume” playbook. Dispatchers are at the ready to connect Members in need with tow trucks, and control-tower associates help triage and monitor the highest-risk rescues.

In the background is a learning and development team alongside analysts to ensure that staff are properly trained and operating safely. Forecasters work with technology teams to predict the demand for assistance and make sure enough resources are available in harsh conditions. Meanwhile, Geo-Temporal Generation 2 (CAA’s proprietary software) leverages historical and real-time roadside data, traffic and weather conditions to anticipate where vehicle breakdowns may occur and help position rescuers accordingly. The team behind Gen 2 is comprised of technology experts and operational staff with real-world emergency experience, including tow truck drivers and 911 dispatchers.

Every winter brings with it different challenges, and conditions determine how teams respond. Freezing temperatures require plenty of light service vehicles outfitted with battery packs and replacement batteries, while wheel-lift tow trucks are used to winch cars out of snowy ditches in a storm. “Using state-of-the-art technology and optimally refined business operations, we push ourselves to live up to the expectation of keeping Members safe, day in and day out,” says Mueller. “Minutes matter when motorists are stranded on a highway, so everything we do is to ensure efficiency and accuracy in the entire process.”