Case Study: The Auto Club Group improves member service and KPIs with Hi Marley

ACG Dramatically Improves KPIs with Hi Marley Coaching Capabilities

The Auto Club Group (ACG), a leading AAA club, wanted to improve claims satisfaction, employee productivity, and member communication. After implementing Hi Marley Inc’s insurance texting platform in 2021, ACG looked for additional ways to help claim representatives and supervisors use the tool more effectively through coaching and insights.

With Hi Marley Inc’s Coaching Capabilities, ACG gained organizational, team, and individual dashboards, plus real-time notifications, sentiment analysis, templates, and intelligent translation. The results were strong: time to first contact dropped by 82%, responsiveness improved by 13%, NPS scores rose by 4.4%, and opt-in rates reached 88%, while inbound calls decreased and empathy scores improved.

The Auto Club Group

Patty Bullis

AVP of Claims