Customer Success - AAA Western & Central New York

Pivotal CRM improves member relationship management for AAA Western & Central New York

Pivotal CRM improves member relationship management for AAA Western & Central New York

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.

AAA Western & Central New York

Quick Facts

  • Member of the national AAA regional club system.
  • Best-known for roadside assistance but also offers a host of travel planning services to its members.

INDUSTRIES

Associations & NFPs

EMPLOYEES

500+

HEADQUARTERS

Buffalo, NY

SOLUTIONS

Pivotal CRM

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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.