Case Study: National Roads and Motorists’ Association (NRMA) streamlines roadside technician knowledge with Oracle Knowledge Advanced (Oracle CX Service)

The NRMA Streamlines Knowledge for Its Patrol Service With Oracle Cloud

The NRMA, together with six affiliated Australian motoring clubs, supports roughly 3,000 roadside patrol technicians through its National Technical Support Unit (NTSU). Faced with an aging, unsupported technical database and growing demands from new vehicle models and mobile access, the organisation needed a cloud-ready knowledge platform and a partner to modernise how technical information is authored, published, and consumed across clubs.

The NRMA implemented Oracle Knowledge Advanced as part of Oracle CX Service, with Oracle Consulting providing a single point of delivery. Club-specific portals with automatic authentication give technicians 24/7 searchable access to NTSU-authored schematics, troubleshooting flow charts, images and videos; the new system simplifies publishing, enables measurement of knowledge use, and has levelled expertise across patrols to improve roadside support.

National Roads and Motorists Association (NRMA)

Mark Williams

Senior Manager, Motoring Technologies and Support Services