NRMA Motoring & Services

The Client

NRMA Motoring & Services provides roadside assistance, vehicle inspections, batteries, touring advice and a host of membership benefits for almost 2 million members.

The Challenge

In order to better serve its members, NRMA Motoring and Services (NRMA) identified a need to be able to provide "One Member View" capabilities to all of its customer care channels. This ability would enable the NRMA to better serve it member needs by providing relevant member information immediately when a member interacts with one of the many customer care points, reducing the time consuming need to harvest this information from a variety of back end systems, if it is available at all. In addition the correct architectural approach would enable NRMA IT to more gracefully replace back end systems, as they would no longer be interfaced directly by staff so the change management implications would be reduced.

The Solution

The solution provided by Unique World utilised the Microsoft Customer Care Framework (CCF) as a desktop UI aggregator combined with custom .NET components, and CTI telephone integration. This architecture enabled the new One Member View application to be used as the new interface between the user and the mainframe and other legacy environments. In addition, by changing the system entry point for the users, this architecture enables the graceful retirement of legacy systems over time as you only need to change the back-end integration points, not the user access points.

The Benefit

Customer care operatives now have the ability to access to consolidated, timely, relevant membership information at the point of call, thus increasing the responsiveness and member satisfaction. Additionally, data updates need only be performed in one place as opposed to multiple, thus resulting in a less mistakes, reduced call time and higher member service levels.