KEY GOALS:
The implementation of a new customer retention system.

CHALLENGES:
Management were concerned that the new system could be sidestepped or ignored and that training alone would not be sufficient and therefore an incentive strategy needed to be developed. EVT’s incentive programme targeted 5000 people across NRMA.

EVT's APPROACH:
EVT spent a great deal of time understanding the new system and how it connected to the entire area of the business. Quality of reporting formed an integral part of the measurement element. Behaviours by work area were identified and individuals were measured on their compliance and action.

The rewards were designed to be participative within a team to suit the culture of the business. The rewards were experientials for team building and the ultimate being recognised at the annual NRMA Event.

A key element was the audio-visual launch of the programme, which was designed to interact with the staff, the theme and for management to present the programme to their team.

The campaign was called “Slay the Dragon” in relation to beating the competition, St George, who were their main competitor in that particular space of insurance. The programme included a full interactive component with theatrical elements including knights with swords walking around the main NRMA building on the hunt for a dragon.

OUTCOME:
The results of the programme spoke for themselves. The new system was fully embraced, all partners were proactive in their roles and very team focused. All objectives set by management were embraced and KPI’s achieved at most levels. Another key positive included the motivation derived by the ongoing results and recognition.