Aptean Case Studies Customer Success - AAA Western & Central New York

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	Customer Success - AAA Western & Central New York Aptean

Customer Success - AAA Western & Central New York

Aptean

Technology Category	Functional Applications - Enterprise Resource Planning Systems (ERP)
Applicable Industries	Automotive
Applicable Functions	Sales & Marketing
Services	Software Design & Engineering Services
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. Read More
About 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. Read More
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. Read More Log in to view content
Contents

Technology Category

Functional Applications - Enterprise Resource Planning Systems (ERP)

Applicable Industries

Automotive

Applicable Functions

Sales & Marketing

Services

Software Design & Engineering Services

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.

About 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.

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.

Impact #1	Pivotal CRM has helped reduce call times, increasing user productivity.
Impact #2	The solution has improved the integration of marketing promotions, allowing for more effective marketing strategies.
Impact #3	The implementation of Pivotal CRM has enabled AAA WCNY to convert more member interactions into transactions, improving their overall service efficiency.

Impact #1

Pivotal CRM has helped reduce call times, increasing user productivity.

Impact #2

The solution has improved the integration of marketing promotions, allowing for more effective marketing strategies.

Impact #3

The implementation of Pivotal CRM has enabled AAA WCNY to convert more member interactions into transactions, improving their overall service efficiency.

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Overview

Customer Success - AAA Western & Central New York

Operational Impact