Henley-on-Thames, UK, 22nd April, 2008 - Portrait Software has been selected by RAC, Western Australia, as the customer interaction platform to offer a range of services including roadside assistance, motor and home insurance and travel services to their members. The contract, worth in excess of £2.6m (AUD6m), was won by Portrait from a shortlist of three vendors.
The RAC, first established in 1905, has since grown with more than 650,000 members and aims to increase this to 700,000 by 2011. It is also looking to expand the range of products and services to its members as well as increasing its additional member benefits.
“RACWA has a large member base and diverse products and services to offer them. We needed an integrated system that enabled us to build stronger, deeper relationships with them by allowing us to treat them as individuals. Portrait became an obvious choice based on its success and experience with Nationwide Building Society and also China Automobile Association, Beijing, where membership services and customer relationships are paramount. ” said Paul Downes, CIO, RACWA. “Portrait will enable us to more effectively achieve our corporate vision of putting our members first, every day ’, he added.
The RAC’s key goals include the ability to customise and bundle products tailored to members’ needs, to determine the profitability and lifetime value of each member’s relationship and to drive up revenue via increased retention and products per member.
Portrait Software is providing an enterprise-wide licence based on a 25% increase in the number of users over the next three years. Portrait Foundation™ and Portrait Customer Analytics™ will be at the heart of three new business systems:
Membership Management (new member registration, renewals, contact management, and customer feedback management) through all channels.
Roadside Assistance handling (request capture, service vehicle dispatch, towing dispatch)
Insurance, Travel Service and Finance (quotes, new business, renewals, cross-sells)
This will be delivered through multiple channels including branches, sales & service contact centres, internet and mobile service teams. The solution will enable all channels to have a single-view of information for each and every member across multiple legacy systems which will allow the RAC to personalise its marketing.
Downes further commented “Competitive differentiation through exemplary customer service is going to be key to the success of the RACWA and Portrait can help us achieve that. We will have flexible applications that will allow us to scale easily as demand increases. They are easily integrated with existing systems and, critically, easily changed. Furthermore the software provides an audit trail for all interactions enabling the RAC to provide compliance, fairness and sensitivity to our members.”
The project is currently being implemented with ‘go-live’ scheduled for the fourth quarter of 2008.
Nick Randall, CEO of Portrait Software commented, “We are delighted that Portrait has been selected by RACWA. It is a further testament to the inherent power of the technology that it enables organisations globally to develop and maintain lifetime value customers.”
About Portrait Software
Portrait Software provides Customer Interaction Optimization software that helps best-of-breed companies deliver great customer experiences, increase sales, drive down costs and manage risk. We do this by helping organizations with millions of customers do some important things:
• Quickly understand their customers. See who’s profitable, who’s loyal and who’s most likely to buy, defect or default.
• Design intelligent interaction strategies. Know what to sell, when and to whom; know when to talk, when to listen and when to reach out.
• Make every interaction count. Hold intelligent conversations, make relevant suggestions and surprise customers by showing an understanding of their needs.
• Respond to change. Implement new campaigns and customer management strategies and ideas quickly and consistently; respond in minutes to changes in the market, the competition, the product line and the customer.
Our 300 + customers are organizations that lead the world’s most demanding customer-intensive sectors. They include Nationwide Building Society, Bank of Ireland, Telenor, Merrill Lynch, T-Mobile, Fiserv CBS Worldwide, Bank of Tokyo, Bank of New Zealand, RAC Western Australia, China Automobile Association, and IAG.
Portrait Software plc
+44 (0)1491 416600
Kieran Kilmartin, Product Director
For more information on Portrait Software, please visit: http://www.portraitsoftware.com
Happy to be of service...since 1905.
The Royal Automotive Club (RAC) was formed by a small group of enthusiastic car owners in 1905.
We've come a long way since then. With more than 650,000 members, we're now a vital part of Western Australian life.
As the independent voice for road users in WA, we're concerned with all aspects of road and community safety (http://rac.com.au/go/community). We also offer Motoring services and advice (http://rac.com.au/go/motoring), Insurance (http://rac.com.au/go/insurance), Travel services (http://rac.com.au/go/travel), Finance (http://rac.com.au/go/finance) and exclusive benefits for our members (http://rac.com.au/go/membership).
The RAC Group comprises the Royal Automobile Club of WA (Incorporated), RAC Insurance Pty Limited, RAC Travel Services Pty Ltd, RAC Finance Ltd and RAC Security Services Pty Ltd.
For more information please visit http://www.rac.com.au
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