RAC Insurance has completed a successful 6-month pilot of a new ‘track-my-tradie’ service using technology provided by UWA-based tech company Spatula.io to reduce the stress of waiting for insurance assessors and glass repairers.
Spatula is a smart platform for improving the critical ‘last-mile’ of deliveries and home services through innovative customer engagement, automated job assignment, realtime transparency and advanced reporting. But it’s the opportunity to create a repeatable, improved customer experience that attracted RAC Insurance.
“We know that our members are waiting at home to meet with assessors and tradies and that the wait can be frustrating. Spatula is helping us take away the suspense and lets members do things like go to the local shops or wait at a local café with the confidence to know they won’t miss their appointment – and from the feedback we are getting it is making a big difference to their day.” RAC spokesperson Glen Walker said.
There is no need for the customer to download an app or remember a claim number. They simply receive an SMS when the RAC Insurance-approved provider is on the way. The SMS includes a link that takes the customer to the live tracking page for that job in the phone’s web browser with one click, allowing the customer to track them in real time on a map, and view their current ETA.
The success of the trial will see ‘track my tradie’ continue for those already participating, with investigations into extending the service to other parts of the business commencing in early 2018.