365 Assistance Group — Strategic Technology Plan
From Roadside Company to Technology Platform
Our CEO's strategic vision — shaped by the US Discovery Tour and a clear ambition to transform 365 from a roadside company into a technology platform.
"Human intervention in a digital workflow is a defect."
— Peter Richardson, CEO & Founder
400 IT staff. 13M events/year. 10 years to build. 65% fully digital, zero human contact.
Motoring Clubs own trucks. We need to own the algorithms. Physical execution vs. digital orchestration — 365 must own the platform layer.
Three weeks. Four companies. One clear message: the old model is dead.
"RSA is a portfolio, not a product." 7 business units. 200-250K events. Procurement-driven buying.
"65% fully digital." Swoop platform. Provider marketplace. They already made the shift.
"How to monetise roadside." Embedded, invisible, API-driven protection platform.
"The threat." Hardware + telematics + dispatch ambitions. If we don't own the platform, they will.
The honest assessment. CAPs has served us well, but it's reached its architectural ceiling.
Every change for one client risks breaking another. The team is talented but stretched — everyone doing everything, context-switching between legacy maintenance, new builds, and firefighting.
The cost of maintaining CAPs grows faster than the cost of replacing it. Every month we delay, the gap widens.
Not an upgrade. A complete architectural reset. Cloud-native, multi-tenant, API-first, event-driven.
End-to-end job management
AI-driven allocation
AR, AP, Invoicing
Real-time dashboards
Multi-tenant portals
Auth0 + role-based access
Network & marketplace
Catalogue & pricing
Onboarding & portals
Three phases. Deliberate sequence. Ledger first, execution second, commercial logic third.
Make Orbit commercially viable from day one.
Run roadside jobs end-to-end.
Define what you sell and how it behaves.
From Zoom to Amazon Connect, delivered through NeonNow — an AI-first customer engagement platform.
AI-powered voice and messaging. Intelligent routing, screen pops with full customer context.
AI-powered outbound SMS and email. Automated updates, ETA notifications, follow-ups.
Voice and messaging automation. Handle routine calls autonomously, smart escalation.
AI layer across all products. Conversation analytics, real-time insights, agent productivity.
Human-Enhanced Logical Intelligence for eXecution. Our unfair advantage. Approved, funded, and delivering results today.
Compresses 2 years into 6 months
24/7 operation · Human oversight mandatory · All code reviewed
From tangled to targeted. Four dedicated squads with clear missions.
* Paul shared: Orbit (primary) + Legacy (apps) | Sofia: TBA — anchored to ONE squad
Ziad's squad builds a production-ready BI platform. Raw data in, trusted decisions out.
CAPs, Xero, Stripe
Zoom, SendGrid, Orbit
Data Lake Raw
Data Lake Enhanced
+ External enrichment
Data Warehouse
Single Source of Truth
Dashboards
Self-service analytics
DLR live within 4-6 weeks. Ingest CAPs, Xero, Stripe, SendGrid. First raw-to-report Power BI dashboards.
DLE + Redshift deployed. Core models: Jobs, Revenue/Cost facts. Production dashboards: Ops + Financial.
External enrichment: Redbook, Weather, Traffic. Client SLA reporting packs. Provider performance dashboards.
Governance framework. Self-service datasets. Training & playbooks. Redshift optimisation.
Six parallel work streams, clearly owned and prioritised across all four squads.
Build 365 agentic capabilities. Enable co-working with AI across all staff.
Finance, Workflow, Product, Client & Supplier management. The core platform build.
Provider App with smart dispatch. 365 & Toyota App with real-time tracking.
CAPs stability, API/loaders, pass-through to Orbit. InfoSec: ISO, SOC2, Essential 8.
Zurich Portal, Tune Integration, Annuity Project, Drive Buddy MVP.
Data lake, warehouse, Power BI. The intelligence layer underneath everything.
Peter's sequential transformation framework. Each layer funds and enables the next.
Deploy AI agents to shadow staff. Hire 4 new HC. Enforce squad structure. Immediate productivity gains.
IN PROGRESSAlgorithmic dispatch replaces phone calls. Provider App mandated. Finance automation via Orbit.
Connected RSA at dealership level. Cover Genius play: Zurich, QBE, ENVEST. $1.2M baseline via API/self-service renewals.
Predictive dashboards sold to OEM/insurer partners. National EV orchestration. Full platform realisation.
Tech builds it, Ops validates it, together we ship it.
Michael Payne (COO) and Ops team engaged from day one. They know the edge cases.
Parallel workstream. Business readiness assessment before each phase goes live.
Marketing agency for independent strategic review. Fresh eyes on "roadside → tech platform" narrative.
Sprint cadence: 2-week sprints with demo-able deliverables | Visible output: Within weeks, not months | Phase 1 demos: 4-6 weeks from squad formation
This plan isn't a decree — it's a starting point for discussion. The market isn't waiting for us.
3 squads or 4? Should Data & BI be its own squad or embedded across others?
Shared across Orbit + Legacy — is this sustainable or do we need to pick one?
Which squad gets the TPM? Where does she create the most value?
Phase 1+2 in 4 months — what are the dependencies and risks?
Should Mobile Apps / Provider App / Drive Buddy be a separate squad?
4 new hires + infra + NeonNow licensing — what's the total commitment?
Three things we need to make this happen.
Approve the 4-squad structure and 4 new hires. Isolate the Orbit team. No more context-switching.
Fund the NeonNow/Connect implementation and AWS infrastructure. This is the platform layer.
Give us 4 months. Phase 1 and 2 delivered. Then judge us on results.
The alternative is clear — maintain CAPs, fall further behind, and watch the orchestration layer get claimed by someone else.
Agero took 10 years with 400 people.
We're doing it in 2 — with 11 humans and an AI workforce.