Case Study: RAC achieves 30x faster member insights with Kapiche

RAC saves 11,856 hours with Kapiche

RAC, a major Australian insurance provider with over 1.2 million members, was undergoing a transformation to become more member-centric. This shift led to a massive increase in qualitative feedback data from its 19 continuous experience trackers. The organization's Voice of Member team, led by Steven Hill, was challenged by an overwhelming volume of unstructured text data and intense stakeholder pressure for rapid insights, all without a specialized tool to process it efficiently.

To address this, RAC implemented Kapiche's text analytics solution. The platform enabled RAC to analyze its open-ended feedback approximately 30 times faster, removing human bias and allowing for a shift from closed to open-ended survey questions. The most significant measurable impact was the saving of 11,856 man-hours in a single year, which equates to roughly six years of manual labor. This efficiency gain allowed the team to expand its capabilities and solidify its transformation into a data-driven, member-focused organization.

RAC