AAA of Northern California, Nevada and Utah Selects ResponseTek CEM for Voice of the Customer Program
ResponseTek’s customer experience management solution will enhance AAA club’s ability to incorporate the customer voice into all areas of the business
September 10, 2008 – Vancouver, BC – AAA of Northern California, Nevada and Utah, the second-largest regional AAA club in the United States, has selected ResponseTek to provide its ‘voice of the customer’ solution, as part of an ongoing strategy to deliver superior customer experiences to all its members.
ResponseTek customer experience management (CEM) software will allow all members of AAA of Northern California, Nevada and Utah to provide feedback about their experiences with the club. Actionable customer insight will be delivered in real-time to AAA business units, allowing the organization to incorporate feedback into frontline customer service delivery over the web, at branches, in the contact center, and at the time of bill payment. Information generated by the CEM solution will also be used in corporate planning initiatives and prioritization.
With more than 7,000 employees, AAA Northern of California, Nevada and Utah, provides insurance, travel and roadside assistance services to over 4.5 million members, from 120 offices in California, Nevada and Utah.
“Members drive the priorities of our business, and positive experiences have huge impacts on their decisions to renew with us, and recommend AAA to their friends and family.” said Cyndie Beckwith, vice president of customer experience for AAA of Northern California, Nevada and Utah. “We chose ResponseTek because it allows members to provide feedback at every interaction. That feedback is shared across the organization, and helps us prioritize our time and resources to ensure we are improving our business and providing superior service, benefits and value to our members.”
“Our objective is to be the leading customer-driven, employee-powered membership organization in the western United States, and ResponseTek will be a key component to our success.”
One out of every five drivers in northern California, Nevada and Utah is insured by AAA, and half of all adults are members of the club. ResponseTek:CEM will enable the club’s Voice of the Customer Program to identify and resolve member service issues in order to retain members, and solidify AAA’s reputation as the leader in customer service in a competitive insurance industry.
“Like many insurance industry leaders, service differentiation and the delivery of seamless customer experiences is important to the AAA brand,” said ResponseTek CEO Syed Hasan. “AAA of Northern California, Nevada and Utah, is serious about integrating the voice of the customer across the organization. They’re bold enough to walk the talk by making operational changes necessary to drive action on the front lines, and embed the customer voice in the management planning process. We’re thrilled to be working with them on this initiative”
As part of implementing the CEM solution for AAA of Northern California, Nevada and Utah, ResponseTek will be a key partner in operationalizing AAA’s VOC program across the entire organization. This will allow AAA to identify key customer service issues requiring attention, and allow the club to understand where to focus its financial and organizational resources to ensure member advocacy and satisfaction.
About AAA of Northern California, Nevada and Utah
AAA of Northern California, Nevada and Utah offers a wide array of automotive, travel, insurance, financial services and consumer discounts to more than 4 million members. AAA has been a leader and advocate for the safety and security of all travelers since it was founded more than 100 years ago. For more information about AAA of Northern California, Nevada and Utah visit http://www.csaa.com.
About ResponseTek
ResponseTek is the leader in on-demand Customer Experience Management (CEM) Solutions, transforming the voice of the customer into actionable business intelligence. Using ResponseTek:CEM, global Fortune 1000 corporations like Aon, HSBC, Lastminute.com and Xerox create complete, real-time views of the customer experience across their organizations. ResponseTek is headquartered in Vancouver, Canada, with offices in Toronto and London, UK. For more information about ResponseTek CEM solutions, visit www.responsetek.com.
For more information
Colin Stein
Director of Marketing
+1 (604) 484-2900 ext.242
colin.stein@responsetek.com
