Case Study: RACV achieves 16% fewer call-backs and AU$46–53,000 savings with Sinch MessageMedia

RACV members enjoy the benefits of SMS

RACV, the Australian motoring and services organisation, needed a reliable way to reduce call-centre volume, cut callbacks and no-shows, and improve member communications for roadside assistance and other business units. To address this, RACV engaged Sinch MessageMedia to trial and deploy SMS messaging as a core notification service.

Sinch MessageMedia implemented SMS notifications (via its customer web portal) for roadside assistance alerts, booking confirmations, drive‑school scheduling and accessibility services, and integrated messaging into RACV systems. The trial delivered a 16% reduction in callbacks, AU$46–53k in resource savings, and SMS reminders cut no-show rates by up to 50%; the service also reduced average handling time and staff workload. RACV reports improved customer experience and finds Sinch MessageMedia’s portal easy to administer, with in‑app SMS integration planned.

RACV

Sherman Ho

Roadside Assistance Systems Support Manager