Thursday, October 7th, 2010
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.



Portrait Software, marketing, campaign management, customer interaction, member centric,RACQ, marketing, technology



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