- 7 October 2010 10:49
RACQ revitalises member interaction platform with Portrait Software - costs savings of over $6m
Sydney, NSW - 7 October 2010 - Portrait Software, a leading provider of customer interaction optimisation software and now a part of Pitney Bowes Business Insight (PBBI), today announced that The Royal Automobile Club of Queensland Australia (RACQ) has chosen it as the technology platform for RACQ’s Member Relationship Management (MRM) Program.
According to RACQ, the technology refresh and resultant efficiency improvements are estimated to provide cost savings of more than A$6 million, together with significant future benefits from improved member retention and increased cross-sell revenue.
RACQ has more than 1.2 million members in Queensland and has been providing motorist services for 105 years. These services now include roadside assistance, insurance, travel and community services. Portrait’s customer interaction optimization solution will enable RACQ to have a ‘single view’ of each member, including past interactions and products owned. This will allow RACQ staff to provide the most accurate and targeted sales, service and retention offers, in real-time, for each individual.
The MRM revitalisation is part of the RACQ drive to be more member-centric and provide greater value to each member throughout every interaction.
‘Our old membership system was aging and not able to support our corporate push for better member service where each member could be treated as an individual,’ said Bruce Rice, CIO at RACQ.
‘To say we did our homework is an understatement - we scoured the world, visited similar organisations, undertook a complete proof of concept exercise and engaged KPMG on due diligence. Portrait Software proved to have a kindred culture together with the kind of technology on which we could confidently build our business, achieve our vision and gain more than A$6 million in efficiencies,’ Mr Rice said.
The customer interaction solution includes Portrait Foundation as the core member relationship management system; Portrait Interaction Optimizer to provide best next offer recommendations during each member interaction; and Portrait Customer Analytics to gain decision making insight from the immense data streams into the organisation.
The revitalised RACQ MRM programme is expected to be live in a staged rollout during the latter half of 2011.
About Portrait Software Portrait Software is now part of Pitney Bowes Business Insight (PBBI).
Portrait Software enables organisations to engage with each of their customers as individuals, resulting in improved customer profitability, increased retention, reduced risk, and outstanding customer experiences. This is achieved through a suite of innovative, insight-driven applications which empower organisations to create enduring one-to-one relationships with their customers.
Portrait Software was acquired in July 2010 by Pitney Bowes to build on the broad range of capabilities at Pitney Bowes Business Insight for helping organizations acquire, serve and grow their customer relationships more effectively. The Portrait Customer Interaction Suite combines world leading customer analytics, powerful inbound and outbound campaign management, and best-in-class business process integration to deliver real-time customer interactions that communicate precisely the right message through the right channel, at the right time.
Our 300 + customers include industry-leading organisations in customer-intensive sectors. They include 3, AAA, Bank of Ireland, Bank of Tokyo Mitsubishi, Dell, Fiserv Bank Solutions, Lloyds Banking Group, Merrill Lynch, Nationwide Building Society, RACQ, RAC WA, Telenor, Tesco Bank, T-Mobile, TrygVesta and US Bank.
For more information please visit: www.portraitsoftware.com or www.pbinsight.com