RAC are a leading provider of breakdown services and motor insurance in the UK. RAC needed to deliver intelligent and relevant messages across all channels. They wanted to provide their customer service agents with a ‘Next Best Action’ system to optimise their retention and upselling to their best customers.
RAC wanted an NBA platform to enable their agents to recognise who was calling them and offer the most relevant products and be aware of key messages relevant to that caller
RAC already had an Apteco FastStats solution and wanted to harness the solution to keep costs down
RAC wanted to use their exisiting technology to save time and get the system up and running
What we did:
Occam provided a Single Customer View as a foundation to create a Next Best Action (NBA) platform
We harnessed the modular capabilities and data management powers of Apteco’s FastStats
We built a decision engine around a number of predefined functions. This was built alongside CACI and RAC
Occam has been able to provide RAC with a cost-effective solution that utilises existing FastStats technology to deliver a flexible and highly effective system
The NBA solution allows RAC users to control the rules around the NBA messages
Through NBA - RAC are showing increased rates of retention and revenue- full results below
This work was then selected as a finalist at the 'Best Use of FastStats' award 2014.
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