Customer Success - AAA Western & Central New York
Customer Company Size
Mid-size Company
Region
- America
Country
- United States
Product
- Pivotal CRM
Tech Stack
- CRM
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Productivity Improvements
- Customer Satisfaction
Technology Category
- Functional Applications - Enterprise Resource Planning Systems (ERP)
Applicable Industries
- Automotive
Applicable Functions
- Sales & Marketing
Services
- Software Design & Engineering Services
About The Customer
AAA Western & Central New York (AAA WCNY) is a member of the national AAA regional club system. The organization is best known for providing roadside assistance but also offers a host of travel planning services to its members. AAA WCNY provides auto and homeowners insurance, roadside assistance, travel information and booking, financial services and member discounts through 14 travel and insurance branches staffed by 170 frontline associates and 4 call centers with 200 associates. The organization is headquartered in Buffalo, NY and has over 500 employees.
The Challenge
AAA WCNY's transactional systems and manual processes did not capture member information or feedback effectively, which led to data inconsistencies and inadequate visibility into member needs. The organization was struggling to provide consistent and efficient member service due to these limitations. The lack of a comprehensive system to manage member relationships was hindering their ability to effectively serve their members and convert interactions into transactions.
The Solution
AAA WCNY selected Pivotal CRM to create a customized member relationship solution that reflects the organization's unique workflows. The solution was designed to enable the organization to provide more informed, consistent and efficient member service. Pivotal CRM was chosen for its ability to capture and manage member information effectively, eliminating data inconsistencies and providing better visibility into member needs. The solution was implemented across the organization, replacing the previous transactional systems and manual processes.
Operational Impact
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