What We did
The Challenge
Continuing their relationship with Future Medium since 2000, RACT accepted our 2007 proposal to define a digital strategy to increase customer engagement in the online space.
It had become evident that customers wanted more from RACT online, in particular in the areas of Insurance (lack of quoting/lodgement facilities etc), and Roadside (inability to change details or perform upgrades). Opportunities were also identified to allow customers to be able to complete new business online.
The website needed to make customer support easier through the provision of a Member Services Area and Online Vehicle Quoting System interfacing RACT back-office systems.
The Solution
Through close collaboration with RACT IT in development of APIs for accessing back-end systems, Future Medium was able to develop an interface for RACT members to create online accounts where they could update their contact details and view their current membership and insurance policy details.
For non-members, facilities were created to allow a user to join roadside online, receive a vehicle insurance quote or even take out a policy.
Throughout these areas, the use of an address suggestion system meant that RACT were able to ensure a higher degree of accuracy in customer-supplied data.
The online vehicle quoting system also contains many innovative features including:
- The ability to retrieve a quote that is in progress
- An AJAX-powered vehicle suggestion system
- An AJAX-powered address suggestion system
During the course of this project an opportunity also arose to improve the Fuel Watch platform. By integrating the system with third party Web Services RACT staff were no longer required to manually collect fuel prices.
RACT's community centric offering was further enhanced through an innovative use of Google Maps to show service station locations and highlight cheapest fuel. This data was also now disseminated via a customisable RSS feed.
In addition to this, further user engagement was achieved by integrating FM's own Footy Tipping system with RACT's Member Services Area via a single sign-on mechanism.
