Case Study: AAA Western and Central New York achieves reduced call times and 45% more documented member feedback with Ignite Technologies' Pivotal CRM

AAA Western and Central New York - Customer Case Study

AAA Western and Central New York, a large AAA club serving about 880,000 members across 14 branches and four call centers, faced fragmented, transactional member processes, data inconsistencies and inadequate reporting that limited visibility and efficiency. To move from manual, siloed interactions to a member-focused approach, they engaged Ignite Technologies to implement Pivotal CRM as their member relationship management solution.

Ignite Technologies customized and integrated Pivotal CRM with AAA WCNY’s transactional systems, modeled workflows, and supported a broad training rollout for roughly 470 daily users. The solution reduced call times, boosted associate productivity, improved cross‑line visibility, increased conversion of interactions to transactions, and raised recorded member feedback by 45% year-over-year — outcomes that AAA WCNY expects will further strengthen retention and drive additional member revenue.

AAA Western and Central New York

Bob Leac

CIO