Case Study: USAA achieves 99% time-on-task savings and faster, more efficient social customer care with Khoros

How USAA Optimizes Social Customer Care for Greater Efficiency

USAA, which provides insurance, banking, investments and retirement products to over 12 million current and former U.S. military members and their families, faced rising costs and slower response times as social channels became members’ preferred support route. Manual social customer care documentation, non-automated identity validation and routing, and fragmented workflows made it difficult to meet SLAs and hit service-cost reduction goals, so USAA partnered with Khoros to execute a social media management platform and Social Customer Care strategy.

Working with Khoros, USAA implemented the Khoros social media management platform (Social Customer Care MSI), integrated platform data into their CRM, and deployed features like real-time member name-to-handle matching and advanced agent routing while training 104 users across 11 major business units. The Khoros solution removed 25+ manual processes, cut internal documentation time from 24 hours to 1 hour (99% time-on-task savings), delivered a 91% member service index, improved community management efficiency (+90) and produced measurable cost and FTE savings while speeding member service.

USAA

Heather Cronin

Executive Director, Social Business