Case Study: AAA Ohio Auto Club achieves consolidated membership analytics and boosted customer satisfaction with Information Builders' WebFOCUS

AAA Ohio Drives Membership Analytics With WebFOCUS

AAA Ohio Auto Club, an independent affiliate of the American Automobile Association serving members nationwide, struggled to use data strategically because critical information lived in siloed operational systems. Managers relied on Excel and legacy BI tools (and found Tableau and Cognos costly or cumbersome), making it difficult to get a consolidated, timely view of membership sales, operations, fleet performance and customer satisfaction.

AAA Ohio implemented Information Builders’ WebFOCUS platform (along with Portal, AppStudio, education and professional services) to deliver customized self-service analytics portals and executive dashboards. The solution enabled real-time event and fleet monitoring, technician productivity tracking, and detailed satisfaction analysis—driving faster response to issues, broader data access across the organization, improved efficiency, reduced reporting costs, and measurable time savings (e.g., monthly driver-satisfaction reporting dropped from over six hours to about 15–20 minutes).

AAA Ohio Auto Club

Andy Miller

Director of Business Intelligence Reporting and Analytics