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.
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.
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.
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.
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.