AAA’s personalized service puts 60 million in the driver’s seat.
Learn how AAA - The Auto Club Group reduced response times by 10% with automation.
“We understand we’re not a software company. That’s why we’ve partnered with Salesforce to deliver digital engagements that consistently exceed member expectations.”
Table of Contents
2. Deflect 30% of cases using self-service capabilities.
3. Create a single, 360-degree view of members by consolidating multiple lines of business.
4. Build a scalable digital foundation for member-centric innovation.
5. Plan for the future with generative AI.
1. Automate roadside assistance to decrease response times by up to 10%.
Calling AAA Roadside Assistance from a busy highway requires different service than accidently locking your keys in your car. With more than 32 million roadside events per year, AAA - The Auto Club Group knew it needed to provide specialized service wherever and whenever members needed it.
“Being able to differentiate between a real-time emergency and an event where a member is safe at home allows us to reevaluate the capacity we have on the roadways and send a resource more promptly to a member in crisis,” said Scott VerBracken, VP, Automotive Services.
Using Service Cloud’s field service capabilities, reps can provide personalized service to members in crisis and quickly connect them to dispatch. From there, dispatchers can easily assign the case to a nearby service tech with the right tools and skills using Appointment Assistant. Service techs can seamlessly manage the entire experience, ranging from work order notifications to safety checklists, on the field service mobile app.
The best part? The entire process is automated, allowing the team to be more productive. This has allowed AAA - The Auto Club Group to decrease response times by up to 10%.
This approach has even helped the company reduce gas costs with more efficient scheduling that connects the closest and best qualified service tech to the right member. Plus, the team has optimized fleet management to ensure the right truck gets to the right service event, eliminating large truck costs for smaller or simpler requests.