RAC

28,000 members of RAC will experience a tyre puncture this year and call roadside assistance for support.

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.

By valuing their customers experience above all else, RAC have delivered a solution that truly adds value for their members.

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:

• The RAC roadside assistants were given tablets to quickly walk through the new tyre purchase and alignment booking with the member during the tyre change.
• To visit the website themselves at a later date to review the tyre selection quote and pay at a time of their convenience.

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.

The platform is not only easy to use but deeply integrated into RAC business units.

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.