Client: Motor Accidents Authority (MAA)
Title: Creating Value for Motor Accidents Authority

The Motor Accidents Authority (MAA) is the New South Wales Government regulator of Compulsory Third Party (CTP) Personal Injury Insurance, also known as the Green Slip. 

The MAA encourages all motorists to shop around for the cheapest Green Slip, and provides a helpline using voice technology, to assist them in their purchase decision. 

The existing Interactive Voice Response (IVR) solution was servicing a proportion of their callers. The MAA wanted a solution that was consistent, friendly and efficient for their users. 

The new system, implemented by Salmat, allowed callers seeking policy information and premium quotations to service themselves over the telephone, without the intervention of a call centre agent. 

Since implementation, the MAA have significantly improved customer service and decreased their cost; whilst reducing their call costs.

Download the Case Study (122 Kb)