The Royal Automobile Club of Queensland (RACQ) is an Australian-owned organization that provides a range of motoring, insurance, membership, and advocacy services and products in Australia. RACQ employs approximately 2,000 people and is headquartered in Eight Mile Plains, Queensland. Five years ago, the Club’s Technology team began to investigate how and where it could invest in RPA for the benefit of its employees, and the lives of members across Queensland. Initially, RACQ started small, launching a pilot program, leading to additional rollouts, and ultimately culminating into a multi-year initiative to leverage RPA across the entire organization. Here are the details.
One of the first processes to be automated was a part of RACQ’s insurance fulfillment workflow. Approximately 30% of insurance fulfillment transactions slowed because of inaccurate or missing information, among other data input issues. These transaction issues triggered re-key processes, which required staff members to manually fill out fields with the correct information. Software robots were able to automate that entire process, eliminating a huge chunk of manual work. Tech, innovation, and business improvement teams collaborated on a custom RPA solution that addressed the organization’s unique requirements. An aggressive change management strategy won over skeptical employees and paved the way for widespread use.
RACQ plans to increase the number of attended robots in its RPA strategy and expand automation’s reach into more complex workflows like contact centers.
Business Impact
- 60+ Processes automated
- 180+ Attended robots in production
- 50,000+ Hours saved through automation increasing capacity in different departments
