Case Study: AAA achieves 28% higher engagement and 10.2% faster response times with Khoros

AAA Standardizes Customer Experience Across Its Distributed Business

AAA, a trusted member organization serving over 64 million people across North America with a distributed network of clubs and branches, needed to standardize customer experience and unify communications across its federation. To create a centralized communication hub and share content and best practices organization-wide, AAA turned to Khoros for a customer engagement platform and strategic support.

Khoros implemented a centralized engagement platform plus best practices, competitive analysis, and tailored strategies so AAA’s clubs could share cohesive messaging and align processes. The partnership helped AAA handle 15% more conversations and drove measurable gains: a 28% increase in engagement rate, a 10.2% reduction in average response time, a 24% rise in Millennial followers, and $11.2M in earned media value.

AAA

Veronica Anjelica Duarte McCants

Social Media Manager