The Road Ahead : February March 2012
MAKES YOUR DAY 71 FEB/MAR 2012 THE ROAD AHEAD ROADSIDE ASSISTANCE MEMBER ESSENTIALS OUR STRENGTHS SERVICE • Comprehensive 24/7 service with 116,921 breakdowns per year occurring between the hours of 6pm and 6am. • Roadside assistance Australia-wide through network of partner clubs. • The average speed to answer roadside assistance calls: 23 seconds. • Patrol to member within 40 minutes 85 percent of the time, and to 95 percent within an hour. SATISFACTION • 99.6 percent customer satisfaction for roadside assistance. INNOVATION • Each patrol vehicle's mobile data terminal holds 2GB of up-to-date technical data and videos. • Each new patrol vehicle costs $56,000 to get on the road and is equipped with the latest mechanical and diagnostic technology. TRUSTED • 98.1 percent of members satisfied with RACQ's trustworthiness. • 114,785 new members in the 12 months to November 2011. RELIABLE • 93 percent go rate. • Responded to 1,034,000 breakdowns in 2011. EXPERIENCE • Queensland's largest club with more than 106 years experience in serving its members. SIZE & REACH • 764 service vehicles on the road throughout Queensland. • 1.2 million members. IT'S A SCENARIO that could happen to any of us on any given day -- you turn the keys in the car, only to hear a splutter and a plonk in return. After a few more unsuccessful attempts, and with stress levels rising, despair turns to relief as you pull out your RACQ membership card and call the roadside assistance number, 13 1111. Your call should be quickly answered by a RACQ service consultant -- the average speed to answer roadside assistance calls is 23 seconds -- who will take your member details, get a run-down of the problem and confirm your location. From then on you sit and wait, but behind the scenes your breakdown job is whizzing past the cogs in the well-oiled RACQ machine that aims to get your broken-down car back on the road as quickly as possible. According to RACQ's roadside assistance executive manager John Hamilton, once a member calls RACQ, a patrol will be with them within 40 minutes 85 percent of the time, and 95 percent of members will be attended to within an hour. RACQ's service providers attended 1,034,000 breakdowns in 2011. "Offering a 24-hour service of this standard to 1.2 million members across a state as large as Queensland relies on world's best practice operations through our call centres, technology, performance, equipment and capability," Mr Hamilton said. The service consultant you spoke to, in RACQ's service delivery department, dispatches your job through the computer system with your name and member details, the problem and where you are located mapped on the GPS system. The job then instantly wings its way through the system to the onboard computer of patrol officers close by and is accepted by the closest available patrol, one of 764 service vehicles on the road throughout Queensland. The patrol then reviews the information on screen and follows the GPS to your location. This is when you'll experience the relief of seeing the bright yellow patrol van pull up at your car and be greeted by one of the Club's friendly and experienced patrols. The patrol then gets to work at diagnosing the problem with your vehicle, combining a wealth of technical expertise and training with access to a range of diagnostic equipment in the well-equipped patrol vehicle. According to Mr Hamilton, the patrol's job is to get the vehicle mobilised, which they do in nine out 10 cases. "When we send a patrol out, in nine out 10 cases we can get them moving again," he said. "In the remaining cases, we can organise a tow to take the vehicle to a mechanical workshop of their choice or an approved RACQ workshop and discuss any additional benefits the member may be entitled to, and help access them through the call centre. Safety for all parties is a major consideration when accessing your needs at the breakdown site." Battery problems are one of the most common call-outs, with 256,387 calls last year relating to a battery related issue. RACQ patrols carry new batteries in their vans, which can be purchased and installed on the spot saving the hassle of organising one elsewhere. As motor vehicle technology continues to advance, so too must the technical expertise of RACQ's patrols, especially in terms of unlocking ever more sophisticated key-less entry systems. Mr Hamilton said it was a constant challenge for patrols to be up-to-date with the latest motoring innovations, but one that RACQ addressed through a significant investment in technical training. "RACQ has an internal training and support team who put together comprehensive on- line manuals and videos to keep the patrols informed, alongside regular bulletin updates on key issues and a 24 hour technical support across the state," he said. Job complete, the patrol heads off into the sunset leaving you with an engine that's now ticking over -- a tangible reminder of the immense value of your RACQ membership. RACQ's service providers attended 1,034,000 breakdowns in 2011.
April May 2012