CUSTOMER STORY
AAA
Standardizes customer experience across its distributed business
EXECUTIVE SUMMARY
AAA is a trusted member organization for millions across North America. From roadside assistance to insurance, AAA gives its members peace of mind during life’s pivotal moments. A distributed business model helps AAA serve its customers wherever. The company deployed content-sharing best practices to support its goal of delivering a seamless customer experience across its federation.
1,000 branches and 32 motor clubs work together to deliver results:
- 28% engagement rate increase
- 10.2% reduction in average response time
- $11.2M earned media value
- 24% increase in Millennials followers
“Because of our dispersed operations, it is vital that all AAA clubs have access to the same information wherever they are. We knew we needed a centralized communication hub to share content and best practices across our business lines. But even more, we wanted to promote discussion and alignment across our distributed footprint.”
– Veronica Anjelica Duarte McCants, Social Media Manager
