El CAA aumenta la satisfacción del cliente mejorando la eficacia del servicio

Aumento de los índices de respuesta

46%

Satisfacción global por tiempo de respuesta

87%

Aumento de NPS en carretera durante COVID-19

5 puntos

"Our implementation with Medallia was the most seamless SaaS implementation I have experienced in my career. For over 100 years we’ve been focused on serving our Members' needs, and Medallia helps us fuel this mission."

- Jeff Walker

Presidente y Director General de CAA North & East Ontario

Canadian Automobile Association (CAA) siempre ha estado muy centrada en la satisfacción del cliente, pero se dio cuenta de que, aunque siempre han tenido puntuaciones NPS altas, la falta de conocimiento de los datos hace que las decisiones se tomen basándose en suposiciones. CAA descubrió la necesidad de comprender mejor los datos en su organización para poder tomar mejores decisiones empresariales e identificar áreas de mejora continua.

CAA leverages Medallia to understand and enhance the experience its customers have with its Emergency Roadside Assistance Service, contact center agents, retail locations and it’s website. CAA uses Medallia Experience Cloud to identify and react to ever changing customer expectations and set goals to meet those expectations. The company is using closed-loop processes and coaching of individual employees to develop understanding and empathy for customers’ needs to optimize their experiences. Text Analytics helps them understand common issues that occur, enabling CAA to solve problems quickly.

With Medallia, CAA has seen their response rate increase to 46%, enabling them to get more insights, make better business decisions and close the loop. Members’ Overall Satisfaction by response time is very high at 87% and CAA has also seen positive feedback during the COVID-19 outbreak with a 5 point increase in Roadside NPS.

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