Royal Automobile Club of Queensland

Company Overview

Royal Automobile Club of Queensland (RACQ) is Queensland’s largest automobile organisation, with memberships for roadside assistance, insurance, travel, and home assistance. RACQ’s recent merger with QT Mutual Bank means they have approximately 2500 employees servicing Queenslanders.

Business challenge

RACQ has a dynamic and diverse workforce throughout Queensland, including office-based, call centre, mobile roadside operators, retail and branch staff. Due to this complex staff community, the business has a variety of competing communications needs to enable staff to be connected, engaged, and informed with the business. Due to this, RACQ identified the need for a solution that offered a dynamic environment that broke down geographical barriers and organisational silos to enable cross-Group connectivity and collaboration.

“RACQ made significant inroads to working in a more collaborative and innovative way with the launch of the RACQ Yammer Network. Thanks to the thorough handover and up-skilling of our communications team by Data^#3, the network is now regularly used by our approximately 2500 strong workforce and has seen monthly active engagement and participation levels of over 80% for the past 15 months, comfortably surpassing industry standards. These great results help foster an engaged and connected RACQ staff community.”

Luke Gilpin, Internal Communications Advisor, RACQ

Solution details

Yammer was selected for its ability to facilitate communication, connectivity, and break down barriers that inhibited collaboration across RACQ. Data^#3 was engaged due to its success with prior Yammer deployments, and in particular, the capability for delivering mobility solutions.

Data^#3’s solution included the provision of strategy documentation, governance and engagement services, which aligned with RACQ’s strategy. The solution provided RACQ with an engagement plan that aligned to RACQ’s organisational strategy and internal collaboration strategy. Data^#3 also prepared a user guide, a ‘YamJam’ guide (a question and answer forum between c-suite executives and employees), and a YamJam instructional paper for the executive team.

To support leader ownership with the new platform, the executive team received one-on-one training and the CEO was involved in a video introducing Yammer to the business.

Outcome

The Data^#3 approach aligned to RACQ’s strategy and focused on user adoption and engagement for long-term benefits. Yammer offered employees an efficient way to connect and collaborate, regardless of their physical location. Training to C-suite executives influenced their preparedness and engagement in the Yammer launch, which influenced employees’ buy-in and adoption with Yammer.

Throughout the launch, RACQ employees demonstrated a positive engagement, enabling the organisation to be one-step closer to achieving their vision.

Download the RACQ Customer Solution Snapshot

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