Power Apps, Office 365
Motoring and mobility, home, leisure, financial services and general insurance
Large (3,000+ employees)
RACV recognise that providing a great experience to its members is critical to the success of their business. As part of their operations, RACV’s call centre and shop staff are subject to regular quality and compliance assurance reviews. Historically, this process was managed using an aging system that was no longer fit-for-purpose or able to be adapted to meet the needs of their evolving monitoring program.
Their existing legacy system was inefficient and often required extensive manual data manipulation by end users to extract compliance reports. Often, it could take up to 3 days each month for a staff member to complete relevant compliance reports.
On top of this, their legacy systems were end-of-life, and no longer supported, meaning feature updates to the system (to reduce inefficiencies) were no longer possible.
In order to mitigate any risk of potential data loss or system failure, and to improve efficiency and reporting quality, a project to build a new database with Engage Squared was established.
The first step was to choose a suitable technology platform to host the new solution. Business requirements were developed and RACV’s procurement and technology teams were engaged to assist in identifying an appropriate technology to replace thier existing system. Through this discover process, the decision was made to leverage the capabilities of the Power Platform.
RACV and Engage Squared worked collaboratively to understand requirements of the solution, before launching into a sprint-based approach to complete the project. The sprint-based approach provided RACV with frequent development updates allowing them to provide input on the solution along the journey.
From manual to automatic
Engage Squared helped develop a new Power Platform solution that allows compliance consultants to quickly and seamlessly input their data into the solution, which has increased their overall productivity. RACV compliance staff have found the new app to be very stable with no downtime or performance issues reported since its introduction, even when working remotely. Feedback from staff is that the new database is very user friendly and intuitive requiring minimal training.
Pat Bianchi, Risk & Compliance Manager at RACV, has reported that the biggest benefit has been the saving of up to 3 days’ worth of manual administration effort each month. As the Power BI dashboard refreshes every hour, the reporting data is virtually real-time and managers and stakeholders can ‘self-serve’ the data whenever they please. Management now, no longer have to wait until the end of the month to see the performance figures. With their new database, front-line managers can be more proactive with the results and find development areas in real-time, then resolve them instantly through direct coaching with individuals on the phones or in the shops. Ultimately, it has given front-line managers a great resource to monitor their overall compliance performance and ensure the best possible member experience is being provided.
The solution is hosted within Office 365, so no extra licenses were required as part of the implementation. Following an initial outlay investment, running costs are minimal and the versatile platform means that there is opportunity to continuously improve the app and adapt it as the business and its requirements evolve. Changes and improvements can be made easily without any downtime on the live platform. Feedback received about the app has been overwhelmingly positive from all staff.
The opportunity for customised apps has truly been realised by RACV, with exciting opportunities being considered to integrate this solution with other systems and database currently being used to produce even richer management information.
The cloud-based solution was implemented in time, enabling the Risk and Compliance team to shift their working environment seamlessly to work remotely during Covid-19, which would have been very difficult with the stability of the legacy systems. The overwhelming success of this project has created interest from other parts of the business to consider how they can leverage this solution investment in their business units.
This has been a great investment to not only improve RACV’s internal procedures but also continue to ensure that management has up to date and accurate information to ensure they are meeting their regulatory requirements and providing the best service possible to it members.