Case Study: AAA drives better member experience with Sinch SMS messaging

AAA drives meaningful member experience change through mobile messaging

AAA, the American Automobile Association, wanted to meet members in the mobile channels they prefer after discovering that many were texting its 800-HELP number, but those messages were not configured for SMS and were being lost. To solve this challenge, AAA partnered with Sinch and used SMS and toll-free numbers to create a more responsive member experience.

Sinch text-enabled the 800-HELP line and set up two-way SMS with automatic replies that directed members to a web link for roadside assistance requests. The result was nearly 10,000 inbound texts per month, about 800 roadside assistance requests, an estimated 8% conversion rate, and more than $30,000 in soft cost savings for AAA.

AAA

Terry Chegwin

Managing Director