Stay Upright is Australia's favourite motorcycle school and the nation's most trusted motorcycle training provider. Founded in 1981 by two police rider trainers who recognized the need for public motorcycle training, Stay Upright has grown from Australia's first riding school to a nationwide operation spanning NSW, ACT, Victoria, Tasmania, Queensland, and Western Australia.
As a Registered Training Organisation (RTO) with over 40 years of experience, Stay Upright operates in a highly regulated environment where precision matters. From learner licensing to advanced courses, motorcycle training involves complex state-specific requirements, safety protocols, and coordination with various transport authorities across Australia.
"We're not just teaching people to ride motorcycles," explains their general manager Kristy Wachs. "We're creating a portal to a whole new world while maintaining the highest standards of safety and compliance. Every interaction with a student matters—whether it's about course eligibility, bike hire requirements, or state-specific licensing rules."
The complexity of motorcycle training support
Managing student inquiries across Australia's varied licensing systems creates unique challenges. Each state has different requirements for learner permits, provisional licenses, and course prerequisites.
Before implementing Aide, support agents needed to manually navigate between multiple systems—checking student records in Arlo (their training management software), verifying course details, and cross-referencing state requirements—all while maintaining the fast, helpful service students expect.
"When someone calls asking about NSW P's license requirements versus Queensland learner permit eligibility, you need instant access to their booking history, course details, and the specific regulatory requirements for their state," notes Kristy. "Without that context immediately available, every conversation becomes a complex research exercise."
Intelligence at the moment of truth
Aide transformed how Stay Upright's team handles student inquiries by surfacing critical information instantly. When an agent opens any conversation, they immediately see:
- Context: Complete student information from Arlo including booking history, course enrollments, payment status, and any special requirements or notes.
- Topic Detected: Automatic identification of the inquiry type—whether it's about course availability, bike hire, state licensing requirements, or rescheduling—with feedback loops to improve accuracy over time.
- Generated Drafts: AI-powered responses that incorporate student-specific details, relevant policies, and state requirements, with proper citations to knowledge articles and policies.
- Suggested Actions: Pre-configured scenarios for common inquiries like NSW license requirements, Queensland course options, bike hire policies, payment processing, and rescheduling requests.
The integration with Arlo means agents have complete student context without switching systems. Course dates, payment status, bike preferences, medical requirements, and booking history appear automatically, enabling personalized, accurate responses from the first moment.
Beyond email: the ripple effect
While Aide's immediate impact was faster, more accurate email responses, the broader effect surprised the team. As email response times improved and answers became more comprehensive, secondary support channels experienced reduced volume.
"When students get complete, accurate answers to their questions quickly via email, they don't need to call or visit in person for clarification," explains Kristy. "The second-order effect is that our phone volume decreased and walk-in inquiries became less frequent. We're not just handling email faster—we're reducing the overall support load."
This ripple effect is particularly valuable in in-person education, where students often have time-sensitive questions about course schedules, licensing deadlines, and equipment requirements. Quick, comprehensive email responses prevent anxiety-driven follow-up calls.
The feeling of flow
The best tools don't just increase efficiency—they change how work feels. At Stay Upright, the Agent Panel has created what team members describe as a sense of flow. Instead of juggling multiple systems and remembering complex state requirements, agents can focus on what matters most: helping students navigate their motorcycle training journey safely and successfully.
"It's the difference between feeling scattered and feeling prepared,when everything you need is right there—student history, course requirements, policy information—you can have genuine, helpful conversations instead of just trying to find the right information."
This transformation reflects Stay Upright's broader mission: being a portal to a whole new world. Just as they help students transition from pedestrians to confident motorcyclists, Aide helped their support team transition from information gathering to relationship building—creating better experiences for everyone involved in the journey.
Transform your support operations with Aide
For more information or to schedule a demo, visit aide.app/demo or contact [email protected].
