AAA Northern of 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
    

    VANCOUVER, Sept. 11 /CNW/ - 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
http://www.responsetek.com.





For further information:

For further information: Colin Stein, Director of Marketing,
ResponseTek, (604) 484-2900 ext.242, colin.stein@responsetek.com

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