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Customer Case Study: RAC Strategic Archive Modernisation

Replace outdated archive systemswith an AI-ready platform that improvesaccess, security, and operational performance.

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About the Client

  • Client: RAC
  • Industry: Insurance
  • Headquarters: Walsall, West Midlands, UK
  • Employees: 3,700
  • Customer Base: 2.2m individual customers, 4.5m corporate customers
  • Business Overview: The RAC provides roadside assistance, insurance, and a wide range of motoring services across the UK.

Challenges

RAC faced mounting challenges due to an ageing, unsupported document storage system:

  • Legacy document image storage (Acorde) was no longer supported
  • Frequent system failures impacted customer service delivery
  • Significant compliance and audit pressures
  • Slow and unreliable access to archived information
  • Operational inefficiencies caused by manual queues and inconsistent processes

Solution Provided

enChoice deployed a modern, secure content management and processing environment powered by Knowledge Capture (KC) and Knowledge Vault:

Document Processing Transformation

  • Implemented a new secure Document Image Processing storage facility
  • Introduced automated workbaskets and queues to streamline claims and case processing
  • Integrated with Talisman, RAC’s insurance claims system
  • Enabled departmental-level security and access controls
  • Delivered management reporting capabilities for operational oversight

Platform Delivered

The solution delivered a unified content management architecture including:

  • Restful API Document Portal for team-wide accessibility
  • Catalogue management for billing, membership details, and claims documentation
  • Lifecycle management aligned with RAC retention and compliance needs
  • System integration with key insurance systems
  • Process management for handling claim documentation and billing workflows
  • Analytics capabilities including operational and process analytics

Outcomes

  • Significantly reduced operational downtime
  • Improved service delivery for claims and membership teams
  • Strengthened compliance with industry and regulatory obligations
  • Faster access to archived documents
  • Future-ready platform supporting continued expansion and automation

About the Client

  • Client: RAC
  • Industry: Insurance
  • Headquarters: Walsall, West Midlands, UK
  • Employees: 3,700
  • Customer Base: 2.2m individual customers, 4.5m corporate customers
  • Business Overview: The RAC provides roadside assistance, insurance, and a wide range of motoring services across the UK.

Challenges

RAC faced mounting challenges due to an ageing, unsupported document storage system:

  • Legacy document image storage (Acorde) was no longer supported
  • Frequent system failures impacted customer service delivery
  • Significant compliance and audit pressures
  • Slow and unreliable access to archived information
  • Operational inefficiencies caused by manual queues and inconsistent processes

Solution Provided

enChoice deployed a modern, secure content management and processing environment powered by Knowledge Capture (KC) and Knowledge Vault:

Document Processing Transformation

  • Implemented a new secure Document Image Processing storage facility
  • Introduced automated workbaskets and queues to streamline claims and case processing
  • Integrated with Talisman, RAC’s insurance claims system
  • Enabled departmental-level security and access controls
  • Delivered management reporting capabilities for operational oversight

Platform Delivered

The solution delivered a unified content management architecture including:

  • Restful API Document Portal for team-wide accessibility
  • Catalogue management for billing, membership details, and claims documentation
  • Lifecycle management aligned with RAC retention and compliance needs
  • System integration with key insurance systems
  • Process management for handling claim documentation and billing workflows
  • Analytics capabilities including operational and process analytics

Outcomes

  • Significantly reduced operational downtime
  • Improved service delivery for claims and membership teams
  • Strengthened compliance with industry and regulatory obligations
  • Faster access to archived documents
  • Future-ready platform supporting continued expansion and automation

Fast & Easy

“It’s been a pleasure and great experience. Quite frankly refreshing to see a company truly dedicated to the clients’ needs, no matter what the size of the company.”

Client Focused

“It’s been a pleasure and great experience. Quite frankly refreshing to see a company truly dedicated to the clients’ needs, no matter what the size of the company.”

Quality Matters

“It’s been a pleasure and great experience. Quite frankly refreshing to see a company truly dedicated to the clients’ needs, no matter what the size of the company.”

Extra Mile

“It’s been a pleasure and great experience. Quite frankly refreshing to see a company truly dedicated to the clients’ needs, no matter what the size of the company.”

24/7

“It’s been a pleasure and great experience. Quite frankly refreshing to see a company truly dedicated to the clients’ needs, no matter what the size of the company.”

Minimal Downtime

“It’s been a pleasure and great experience. Quite frankly refreshing to see a company truly dedicated to the clients’ needs, no matter what the size of the company.”

Trusted by Organisations
Across the UK and Beyond

Backed by over twenty years of exceptional service and a consistent 9.5 out of 10 customer satisfaction rating.

Trusted by Organisations
Across the UK and Beyond

Backed by over twenty years of exceptional service and a consistent 9.5 out of 10 customer satisfaction rating.

9.5

out of 10 Average
Customer Satisfaction Rating

Fast & Easy

Quick implementation, clear communication, and responsive support.

Client Focused

Partnership-first approach tailored to your organisation’s needs.

Quality Matters

High standards across service delivery, security, and performance.

Extra Mile

Proactive service that solves issues before they impact operations.

24/7

Round-the-clock monitoring and support for mission-critical environments.

Minimal Downtime

Optimised cloud environments engineered for stability and resilience.

Fast & Easy

Quick implementation, clear communication, and responsive support.

Client Focused

Partnership-first approach tailored to your organisation’s needs.

Quality Matters

High standards across service delivery, security, and performance.

Extra Mile

Proactive service that solves issues before they impact operations.

24/7

Round-the-clock monitoring and support for mission-critical environments.

Minimal Downtime

Optimised cloud environments engineered for stability and resilience.