Case Study: AAA Carolinas achieves a unified member view, faster service, and 330% higher engagement with Salesforce

AAA Carolinas is driven to provide the best member experience with Salesforce Architects

AAA Carolinas, the regional club serving North and South Carolina for more than 100 years, needed to modernize its member experience. The organization had siloed customer databases and transactional processes across lines of business, so leadership set out to consolidate data around a single member record and shift to a more relational, contemporary experience.

Partnering with a dedicated Salesforce Program Architect and expanding Salesforce across the organization, AAA Carolinas consolidated member data, launched LiveAgent chat (member engagement +330%, service response time -54%), and automated transfer-based insurance opportunity flags (~1,250 new opportunities/month, $99K–$200K projected annual gross). Improved internal collaboration lifted quote rates by two points in two weeks, and architectural guidance on APIs and Field Service Lightning set the stage for better vehicle insights and a modern dispatch system, accelerating adoption and efficiency.

AAA Carolinas

Richard Sexton

Chief Marketing Officer