Case Study: AAA Carolinas boosts customer loyalty and sales with Integrity Solutions

AAA Carolinas - Customer Case Study

AAA Carolinas, a large and fast-growing AAA club headquartered in Charlotte, NC, wanted a sales approach that matched its mission of “WOW” service while improving customer relationships and increasing multi-line sales. The organization needed a common selling process and language, stronger consultative selling, and a way to build long-term relationships that would improve satisfaction, retention, and household penetration. Integrity Solutions provided the Integrity Selling® program to help unify the sales team around a relationship-focused, values-based approach.

With Integrity Solutions’ Integrity Selling® process, the entire insurance agency sales group, along with managers and leaders, adopted a consistent sales and coaching framework centered on creating customer value. The results were strong: AAA Carolinas created a more consistent member experience, Net Promoter Scores rose from the low 60s to the high 80s in less than a year, policy sales and higher coverage limit purchases increased, and referrals improved. The program also helped new agents ramp faster and pushed experienced agents past plateaus.

AAA Carolinas

Jim McCafferty

Chief Executive Officer