As the largest club in the national AAA Federation, AAA Club Alliance serves six million members and has been committed to providing outstanding service for over 120 years. But with growth comes challenges, and their customer services agents were feeling the burden.

Learn how Panviva helped AAA Club Alliance successfully establish a culture of knowledge excellence.

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The Challenge

AAA Club Alliance was committed to raising its level of customer service. But with growing call volumes and increasing information complexity, they were running into roadblocks. The organization relied heavily on training, but disparate information stored in various locations without an effective search tool threatened contact center efficiency and performance. Senior management identified the need for a solution to empower their customer-facing agents by delivering fast, accurate, and consistent answers to resolve member needs efficiently. Key challenges included:

• Inconsistent messaging due to information stored in multiple places.
• Inefficient search processes that delayed agent response times.
• Difficulties in quickly training new recruits to full competency.
• Maintaining a high standard of service delivery across all contact centers.

The Solution

After a rigorous vetting process, Panviva’s knowledge management platform was identified as the solution best suited to strengthen AAA Club Alliance’s service delivery, increase agent effectiveness, and improve member satisfaction by providing a “single source of truth.” In 2019, Panviva was successfully piloted to 100 agents in the Roadside Assistance Contact Center. Following a successful proof of concept where agents and management reported positive experiences with Panviva, the project was expanded to include all AAA Club Alliance contact centers: Roadside Assistance, Membership, Member Care, Travel, and Dispatch.

Panviva delivered a robust solution by:

• Centralizing Knowledge: The system unified content and messaging, providing agents with consistent answers in three clicks or less.
• Customized Home Pages: Each business area—Roadside Assistance, Membership, Member Care, Travel, and Dispatch—developed a customized home page to support their specific needs.
• Dedicated Content Management: AAA Club Alliance onboarded dedicated Knowledge Base Content Editors to work with subject matter experts, ensuring all content was accurate and appropriate.
• Streamlined Feedback: Panviva’s built-in feedback process enables content editors to quickly address and implement requested changes for any business line.

“We have been able to supplement our training processes and improve speed to competency for our new recruits.”

The Results

With Panviva, AAA Club Alliance successfully established a culture of knowledge excellence. The platform provides clear organization for top issues and responses, allowing for content sharing between business units to ensure a consistent member experience. Key results include:

• Enhanced Service Quality: Agents have quick and easy access to accurate information, leading to a more consistent and superior customer experience.
• Improved Agent Proficiency: The organization supplemented its training processes, improving the speed to competency for new recruits.
• Increased Efficiency: Agents can find answers quickly, and share content between business units, reducing call handling times, ensuring consistency, and improving overall contact center performance.
• Enhanced Home Pages: Customizable home pages provide agents with a personalized dashboard, enabling quick access to the most relevant tools, notifications, and information.
• Positive User Adoption: Agents and management reported positive experiences, praising the system for having “all the answers.”

Creating a knowledge culture for ongoing success

After the initial launch, the Content Editors remained engaged via weekly maintenance meetings with the department leaders and SMEs to confirm that content and page layouts were functioning as needed, address any feedback, and discuss ongoing communication efforts to ensure success of the initiative.

As more departments are onboarded to Panviva, they are invited to the larger Quarterly User Group meetings hosted by the Content Editors and attended by the business area leadership to review usage, frequently accessed content, share best practices, identify opportunities to leverage content between areas, and brainstorm ways to make the knowledge base more engaging and useful. Panviva’s built-In feedback process enables Content Editors to quickly address changes requested for any business line, supporting a knowledge culture that grows with customer and agent needs to ensure success.

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