NRMA

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

For NRMA Motoring & Services to be recognised as an outstanding service organisation to its Members it must consistently:

Know its Members as individuals,
Value the depth of a Member’s relationship with the NRMA, and
Anticipate and be responsive to Member needs

NRMA Motoring & Services required a program to address gaps in process, cultural and system change to enable this vision.

The Solution

The NRMA commenced the One Member View program to deliver process, cultural & system change, the key objectives of which are to:

Capture a complete set of information on NRMA Members and on the detail of their interactions with the NRMA across their range of motoring, travel and lifestyle needs,
Be able to access this information at different points of NRMA service interaction,
Ensure that NRMA service interactions and communications with Members are tailored, knowledgeable and reflective of the length and depth of their relationship with the NRMA,
Be ready to respond appropriately and differentially to Member needs for information and assistance

The One Member View approach is not to immediately replace our legacy systems, but to put a layer of new technology above them. This gives the ability to deliver in a relatively short timeframe and mitigates the risks of a “big bang” CRM system approach. This staging will enable delivery of quick wins whilst building capacity for the future.

The NRMA engaged Unique World to provide a team with business process, application development and enterprise integration consulting capabilities to support delivery of the One Member View program

The Benefit

Improve Member retention by making membership contact relevant to individual members
Identify hidden Members by identifying family relationships so that NRMA families receive membership benefits
Cross sell relevant products & services that are valued by our members
Develop more sophisticated segmentation of our membership base to assist with individualised offers
Enable differentiated service delivery on the basis of members preferences
Maintain and enhance service excellence and the Member experience.

BROWSE

Industry Solutions

Expertise

FEATURE PROJECTS

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nib

NIB's existing internet web site, although providing customers with the necessary information and functionality necessary to transact with NIB, adopted technology that make it cumbersome and labour intensive to keep the site content and features current and fresh.

CLIENT LIST