NRMA MotorServe is a wholly owned subsidiary of NRMA, Australia’s largest motoring group. Launched in 2007 in response to member requests for a higher standard in vehicle servicing and repair, NRMA MotorServe exists to offer car servicing, repairs and preventative maintenance and everyday discounts to NRMA members.
NRMA MotorServe’s strategy is to increase member engagement and retention through consistent customer satisfaction, attracting and retaining talented people and investing in new technology. To do this, the organisation is reinvesting back into the business by funding a number of service excellence initiatives. In 2013, MotorServe completed the roll out of Vehicle Visuals tool that includes a series of animations outlining the workshops and repairs required on a car available in tablet and desktop formats. Significant improvements have been made in the areas of customer contact and operational efficiency with the introduction of a SMS Booking Confirmation along with a call classifier and call routing system.
This year, MotorServe has been recognised as an ABA100 Winner for Service Excellence in The Australian Business Awards 2014.