The Royal Automobile Club of Queensland (RACQ) chooses ProV for Field ServiceManagement

Challenge:
The Royal Automobile Club of Queensland is the largest club in Queensland, Australia providing a wide range of services to its approximately 1.75 million members. With such a large customer base, the challenge was to provide timely solutions to customers in different locations, manage their field service team, capture quote and claim requests, standardize their workflows, and create invoicing rules for contract management.

Partner of Choice:
RACQ recognized that their challenge required expertise in field service management and selected ProV as their partner of choice. ProV has a proven track record in this area and was able to provide RACQ with a solid implementation plan, resource allocation plan, and a list of go-live activities.

Implementation:
ProV assisted RACQ in implementing a self-service customer engagement module to improve the customer experience. This included dispatch calendars, notifications, business rules for contract management, removal of approvals in workflows, digital signatures, portals with attachments, easy task allocation for field or repair technicians, work order management for claims, billing and invoicing customers.

ProV customized and implemented IFS Field Service Management, which automated and centralized RACQ's tasks in one simple dashboard. The system captures service requests and issues in detail in one call and automatically generates field service and preventative maintenance tasks.

Quote from the IT Director:
"ProV proved to be the right choice for RACQ. Their expertise in field service management and customization of IFS Field Service Management has improved our efficiency and standardized our workflows. The self-service customer engagement modules and dispatch calendars have improved the overall management of our field service team and the system's ability to capture service requests and issues in detail in one call has streamlined the process. ProV has been a great partner, and we are very satisfied with the results."

Conclusion:
The Royal Automobile Club of Queensland was able to overcome its challenges and improve its efficiency with the help of ProV and the implementation of IFS Field Service Management. ProV's expertise in field service management and customization of the solution has improved RACQ's workflows and customer experience, making it the partner of choice for RACQ.

Results:
The implementation of IFS Field Service Management has improved RACQ's efficiency, standardizing their workflows and improving the customer experience. The self- service customer engagement modules have accelerated the customer experience and the dispatch calendars, notifications, and business rules for contract management have improved the overall management of the field service team. The system's ability to capture service requests and issues in detail in one call has streamlined the process and the automatic generation of field service and preventative maintenance tasks has increased efficiency.