Lifelong Partner for Millions

AAA: A Trusted Partner for Life

For millions of members, AAA is more than just a service—it’s a dependable partner through life’s toughest moments. Serving over 60 million members across North America, including more than 13 million in The Auto Club Group’s territory (spanning 14 U.S. states, Quebec, and two U.S. territories), AAA has built its legacy on reliability and trust.

To keep pace with rising expectations for speed and accuracy, AAA – The Auto Club Group embarked on a digital transformation journey. By harnessing real-time data, the organization now provides precise arrival estimates, optimizes fleet deployment, and maintains a comprehensive view of each member’s needs—ensuring first-class service, whether for routine requests or emergencies.

Partnering with Salesforce, AAA – The Auto Club Group revolutionized its operations with automation and personalized service. Here’s how they achieved a complete digital overhaul:

“We know we’re not a software company—that’s why we teamed up with Salesforce to deliver digital experiences that consistently surpass our members’ expectations.”
— Scott VerBracken, VP of Automotive Services

1. Faster Emergency Response with 10% Shorter Wait Times

With over 32 million roadside assistance events annually—from highway breakdowns to simple lockouts—AAA needed a smarter way to prioritize emergencies. Using Service Cloud’s field service tools, the company now automatically distinguishes urgent cases from routine requests, optimizing resource allocation.

The result? Up to 10% faster response times, lower fuel costs, and more efficient dispatching—ensuring the right technician with the right tools arrives quickly.

2. 30% Fewer Cases Thanks to Self-Service

For non-emergencies like at-home lockouts, members can now resolve issues independently through AAA’s automated self-service portal. What once required an agent’s time now accounts for 30% of service interactions, freeing up staff for critical situations while giving members greater control.

3. A Unified View for Personalized Member Experiences

From insurance to travel and financial services, AAA offers a wide range of products. Financial Services Cloud now provides a 360-degree member profile, enabling personalized recommendations—like bundled insurance policies or tailored vacation packages—across all business lines.

4. Proactive Readiness for Any Situation

Extreme weather and major events can strain resources. By integrating external data with Salesforce dashboards, AAA anticipates demand surges and adjusts staffing in real time—ensuring members receive uninterrupted support, 24/7/365.

“We know how weather impacts drivers—but awareness alone isn’t enough. Whether it’s snow, rain, or extreme heat, we ensure the right teams and tools are ready when our members need us most.”
— Scott VerBracken, VP of Automotive Services

5. The Future: Smarter Service with AI

Next, AAA plans to deploy Salesforce Einstein AI, empowering agents to instantly retrieve policy details and generate accurate responses—speeding up resolutions and enhancing productivity.

Ready to Elevate Your Field Service?

In today’s fast-moving world, your team needs agility, efficiency, and intelligence. Salesforce Field Service helps you:
✔ Dynamically schedule resources
✔ Automate workflows
✔ Leverage AI for on-time, high-quality service