Key Insight
Client
International Assistance Group (IAG)
End Users
118M end users covered
Travel Cases
478,735 travel cases
Medical Cases
623,640 medical cases
International Assistance Group (IAG) is one of the world’s largest alliances of independent assistance companies. Its members operate across more than 90 countries, providing medical, travel, roadside, and specialty assistance services to clients who need a coordinated response wherever in the world the call comes from. For IAG, the alliance model is the product: clients work with IAG because the network gives them global reach without surrendering the relationship-driven service quality that comes from independent local providers.
That model only works if the network is visible, searchable, and easy to engage with – for clients evaluating coverage, for prospective members considering joining, and for the alliance itself in operating across borders.
The Challenge
In 2022, IAG engaged IONYX to rebuild the corporate website. The previous site presented IAG as a single-purpose alliance focused on travel and medical assistance, but the actual service offering had grown wider.
Roadside assistance across Europe, assistance careers, specialty service lines — and the site wasn’t reflecting that reality. More fundamentally, the alliance’s most important asset, the member network itself, wasn’t operationally accessible to anyone visiting the site. The directory of who-does-what-where lived in IAG’s systems, not in front of the audience that needed it.
Operating the world’s largest alliance of independent assistance companies and accredited providers, IAG had limited systems to manage and communicate to their growing network.
The organisation identified inefficiencies in case management, procurement and cost efficiency, in addition to a lack of visibility over partner operations.
Main pain points
- No central system to manage the interactions for Case Management
- Deficiencies in internal and partner communication
- Limited insight into the operations of their partners
- Inept data analysis and reporting
The Solution
IONYX delivered a full rebuild of the IAG corporate site, structured around the alliance’s expanded service offering and integrated with the platform that runs IAG’s day-to-day operations.
The technical centrepiece is the public-facing member directory, powered through API by Globus – the proprietary alliance management platform IONYX built for IAG. Visitors to the IAG website can search the network by country, region, or service capability and find the independent assistance companies operating in that geography, with member profile data flowing live from Globus rather than being maintained as a separate static directory. As IAG’s network changes – new members joining, existing members updating service capabilities, regional coverage shifting – those changes appear on the public site automatically through the API connection.
The corporate site itself was rebuilt to position IAG’s full service offering – alliance services, roadside assistance across Europe, assistance careers, specialty lines – and to give each audience (existing members, prospective members, corporate clients, candidates) a clear path through the content.
IONYX partnered with International Assistance Group to design and develop a centralised system to support and streamline operations for 140 independent assistance companies and accredited providers worldwide. The IAG portal combines CRM technology to host a 230,000+ database that has the capacity to scale in tandem with the business.
- In-built communication platform and digitised partner workflows
- Integration with international healthcare accreditation bodies
- A custom web trawling system to build healthcare directory
- Globus validation program to allow for verification of service providers
- Enhanced location search tool
Flexibility and robust functionality all in one platform
A proprietary database exclusively available to IAG Partners, offering flexibility and robust functionality.
Overview of ground level operations
The web dashboard provides an overview of operations and Case Management interactions. The solution also combines an enhanced Globus directory where bookings and requests with and between partners can be made.
- Cloud-based for ease of access and scalability
- Rich data collection and reporting
- Electronic requests/tickets
- Broadcast auto-alert via email and SMS
The Results
IAG now operates a digital presence where the alliance’s most valuable asset – the member network – is the centrepiece of the public experience, not an afterthought hidden behind a login. A potential client looking for assistance coverage in a specific country can find the IAG member in that geography in seconds. A prospective member considering joining the alliance can see the scale and shape of the network they’d be joining. The corporate site reflects what IAG actually does, and Globus – the operational platform that runs the alliance – is connected to it rather than running in isolation.
The architecture scales with the network. As IAG’s member companies, service lines, and geographic coverage evolve, the public-facing site moves with them automatically. There’s no manual republishing, no static directory drifting out of date, no gap between what the alliance is today and what the website says it is.
The portal has increased engagement and transparency across the IAG Partner network.
Reducing administrative costs of managing interactions between customers, service providers and other IAG Partners, and providing visibility to IAG HQ of the operations across the entire network.
