Oracle to drive NRMA member satisfaction

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Oracle to drive NRMA member satisfaction

Complete upgrade of CRM, financials and analytics.

The National Roads and Motorists' Association (NRMA) has hired software vendor Oracle to replace ageing customer systems running on a mainframe with the latest Siebel CRM platform in a bid to improve business efficiency and customer satisfaction.

The enterprise software giant has been contracted to deliver the new customer relationship management (CRM) system, a new financials system and automated decision-making software. All builds are expected to be operational by the end of the year.

Glenn Mason, Group CIO at NRMA said Oracle's Siebel CRM platform would provide a range of customer-centric services as the business looks to renew its focus on member experience.

"The key benefits of the CRM implementation are focused toward our members; particularly enhanced online capabilities for our members and an improved ability to match NRMA’s products and services to the needs of members through analytics," Mason told iTnews.

"It will improve the way members are able to interact with the NRMA across all interaction channels as well as our responsiveness due to [the system's] superior data quality."

The CRM platform will replace applications running on NRMA's mainframe, which has been in use for about 25 years. Mason said the Oracle CRM build would be completed towards the end to the calendar year, with deployment to follow in 2014.

Oracle will also provide NRMA with Oracle Real-Time Decisions; an automated analytical platform that aims to deliver recommendations in real-time at the point of interaction. NRMA will use this system to design service levels and promotions catered to specific customers. The insurer also wants to use the system to reward customer behaviour without requiring reports from IT.

And finally, Oracle will replace NRMA's financials with Oracle E-Business Suite Financials, Business Intelligence and Oracle Hyperion Planning.

"E-Business will replace a suite of in-house standalone legacy systems, from human capital management through to financials," Mason said. "The new system will provide advanced budgeting and forecasting capabilities, employee self-service and streamline internal efficiencies." 

NRMA would not disclose the value of the deal.

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