“Our Program Architect’s day-to-day work with us allows us to not only iterate more quickly, but it drives the principles of thinking Salesforce-first. We’re moving forward faster because he’s here.”
“By bringing in Salesforce Architects, I wanted to make sure we had perspective on the best way to deploy cloud services. If we didn’t get it right, we’d always be limping along saying we wished we’d done this better.”
The organization embarked on a transformation aimed at creating a “broader, deeper, and more enriching experience for the member,” according to Holcomb. One of the core ways of doing that was to consolidate data into a single member record and to align field sales and member management processes around it.
AAA Carolinas expanded its Salesforce licenses and embraced Salesforce technologies as the platform for this transformation. To ensure success, AAA Carolinas engaged with Salesforce Architects, which assigns program architects to provide strategic planning, deep industry and product knowledge, and on-the-ground technical advisement and best practices.
“By bringing in Salesforce Architects, I wanted to make sure we had perspective on the best way to deploy Salesforce,” said Holcomb. “If we didn’t get it right, we’d always be limping along saying we wished we’d done this better, or naysayers would say, ‘See, it didn’t work.’”
To gradually win over any potential naysayers, the leaders of AAA Carolinas and the Salesforce program architect (PA) focused on creating small successes to drive recognition and adoption. Chief among these successes, the implementation of LiveAgent for online chat support increased member engagement by 330% and reduced service response time by 54%.
The PA also helped AAA Carolinas develop an automated way to flag new insurance opportunities for sales reps when members transferred into the Carolinas club from other regions. This generated around 1,250 new opportunities per month and is expected to drive $99,000 to $200,000 in additional gross revenue annually.
Another benefit of this change was the excitement it built internally.
“The team began to rally around every opportunity inside of Chatter and collaborated on what went right and wrong,” said Rob McCloskey, Manager of Enterprise CRM Applications for AAA Carolinas. “They started to organically form best practices, and we saw the quote rate rise two points in two weeks just from that community aspect.”