AAA Selects OnStation as Preferred Provider of CRM

Motor, Jan 2004 by Nash, Tom

OnStation Corp. has been named by the American Automobile Association (AAA) as the preferred provider of online customer relationship management (CRM) services for AAAs network of 7600 Approved Auto Repair (AAR) shops nationwide. AAA is North America's leading provider of automotive and travel services, with nearly 47 million members.

The AAA Approved Auto Repair program is a public service that independently inspects and identifies quality repair businesses. Special benefits are available to AAA members when their vehicles are serviced by these facilities.

AAA and OnStation have been collaborating to provide automotive repair customer service solutions for two years. OnStation has extended its services to include customer relationship management with the introduction of AAR ShopConnect, which will send repair customers timely service reminders for their vehicles from their favorite AAA-approved facility. The reminder will list manufacturer-recommended services to help AAA members reduce breakdowns and repair costs.

"With AAR ShopConnect, we can e-mail custom promotions along with the automatic service reminders that get sent out routinely at no additional cost," said Dave Cardoza, owner of three AAA-approved Made In Japan/Made In The USA locations in Campbell, California. "We used to hand out more than 300 customer feedback cards every week and we would only get about three responses. But the day we turned on AAR ShopConnect, we got 13 immediate responses. Online customer satisfaction surveys are crucial for us because 80% of our business comes from repeat customers. The online surveys give us immediate feedback, helping us increase customer retention and loyalty."

"The AAR ShopConnect will help AAA's affiliated repair providers enhance communication with their customers," said Marshall L. Doney Vice President, AAA Automotive. "Improved communication will help AAA members take better care of their vehicles. We're pleased to be able to assist our members and our affiliated repair providers in this way."

Phillip Whalen, president and CEO of OnStation, said his company "is delighted to provide AAR shops with the customer relationship services that will keep shops highly competitive in the auto repair industry. AAR ShopConnect is immediately useful to every AAR facility and has already brought tremendous results at the early AAR facilities."