2004-05 Annual Report - Australia Post

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MORE THAN
A BUSINESS
PARTNERSHIP
For the Royal Automobile Club of
Victoria (RACV), our business is an
important part of keeping in touch
with its 1.3 million members. The club’s
statewide retail network consists of
22 RACV shops and 140 third-party
agents boosted by 1,050 Post outlets.
RACV, a leading Australian automobile club, has been
meeting the needs of its members for more than 100 years.
Today, the organisation offers a range of products and
services, including roadside assistance, member advocacy,
insurance, hospitality, travel and tourism, home security and
financial services. And for all of these services, Post offers
an essential point of connection with the RACV’s members
and customers.
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We offer a range of agency-based services for the
RACV via our network of Post outlets. In 2004–05,
our Postbillpay (p. 26) service was used to accept
membership, insurance policy and finance payments
on behalf of the RACV.
With such a huge membership, the RACV knows
(from experience) that customer relationship
management is a terrific opportunity to promote its
services. That’s why the RACV sends out thousands
of direct mail items to its members and customers
each year.
RACV also uses the Address Notification Service,
offered by Post’s Geospend Division (p. 22), to stay
in touch with members who have moved.
Messenger Post Couriers (p. 32) provides daily
scheduled and express courier services for RACV’s
urgent deliveries between its Melbourne head office
and its shops and suppliers. For the RACV, one of the
main benefits of using Messenger Post is knowing
that our drivers have all undergone security clearance.
And, of course, our Print Post service (p. 21) is used to
deliver 1.1 million copies of RACV’s monthly magazine,
RoyalAuto, to members throughout the state.
Additionally, RACV uses our letters service to send
statements; our parcels and logistics services to
manage the fulfilment of its centenary merchandise;
and our information logistics business, Decipha, to
handle inbound and outbound mail at multiple sites.
And this year, on a trial basis, we stocked RACV maps
and travel guides in 50 PostShops.
Australia Post Annual Report 2004/05 Report of Operations
Core business case study
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