RAC have been a part of the West Australian community for over 110 years and offer roadside assistance and insurance cover for customers. Continually evolving to better serve their customers, RAC wanted an industry first and leading edge solution to facilitate a stronger experience when called out on puncture repair requests.
While customers have always been happy with RAC roadside assistance, there was an opportunity to improve the experience even further. RAC knew the importance of this service to its members but only could provide a temporary “change tyre” service, the customer would drive away with a spare tyre but without direction to replace their punctured tyre.
Integrating the latest eCommerce and Sitecore technology, Switch developed a unique solution with RAC to support their members finding a replacement tyre(s), purchase the tyre(s) and book in an alignment in a matter of seconds – providing an industry best experience for their customers. Leveraging Sitecore Experience Platform and uCommerce, Switch developed two options for the member:
Since the solution has been live, transactions have been growing expediently. Furthermore, there is now rich customer data collected which enables retention strategies and implements visibility on key performance indicators, previously opaque to the organisations reporting.
RAC are now in a position to deliver their customers a much more personalised experience using Sitecore, manage content directly via Sitecore CMS 7.2 and rapidly deploy updates. This application will continue to evolve and support the customer experience of RAC members. Using technology solutions Sitecore and uCommerce, RAC are able to stay true to their motto “For the Better” and service members better than any roadside assistance service in the world.
“uCommerce has been pleased to work with Switch, who have shown detailed knowledge and experience with eCommerce. As one of the first Australian based agencies working with uCommerce integration for Sitecore, Switch stand out as being both knowledgeable and proactive.”