AAA Western and Central New York

Pivotal CRM improves member relationship management for AAA WCNY.

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.

“A lot of service systems are so prepackaged and don’t work with our particular set of workflows, products, services, and so forth. We found that Pivotal CRM really lent itself to customization and to our workflows.”

Lesley Lannan, Vice President of Member Experience

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.

Solution

AAA WCNY selected Pivotal CRM to create a customized member relationship solution that reflects the organization's unique workflows and enables them to provide more informed, consistent and efficient member service.

Result

Pivotal CRM has helped reduce call times, increased user productivity and improved integration of marketing promotions. This solution has enabled AAA WCNY to convert more member interactions into transactions.

Topline Results

Increased recorded feedback items by 45%.
Reduced call times.
Increased agent productivity.