It's Not Magic, but It's Close

As AAA technology improves, so does your membership.
By John C. Moyer

Imagine you're on a country road, late at night. Your car has just hit a pothole that flattened one of your tires. You’re not quite sure of your location—and there are no lights, no intersections and no street signs. But you don’t have to worry—because you can now request Roadside Assistance via a free app on your iPhone. The GPS chip in the iPhone allows the app to determine your location and send it to AAA. Not in your hometown? No worries. AAA technology allows any responding AAA contact center across the U.S. and Canada to verify your membership within seconds.

The app also includes a feature called While You Are Waiting, which lets you search for nearby AAA Approved Auto Repair shops, AAA branch offices, lodging, car rental, auto-part stores and other retail locations that offer AAA discounts. But don't get too involved in discount hunting because, before you know it, the AAA service vehicle will be by your side, your tire will be changed and you will be on your way.

Now let's get you off that dark highway and take you shopping. Imagine you're out for a ride, and you remember reading about AAA’s 30 percent discounts on eyewear and a discount at Tanger Outlets, but you can't remember the specifics or where the nearest LensCrafters might be... .There's an iPhone app for that, too.

Using GPS, the AAA Discounts app automatically determines your location and displays all participating Show Your Card & Save partners nearby, letting you know where you can save money by just flashing your AAA membership card. By selecting an individual store, you can see the address, a touch-to-call phone number and directions from your current location, along with details of all available discounts.

Roadside—World-class Technology
These days, no matter how you contact AAA—by phone, online or via iPhone—our AAA call-taking and dispatch system automatically matches the breakdown location and the vehicle problem with the closest, best AAA service provider available. Using a laptop or a cell phone, the service provider accepts the call and inputs an estimated time of arrival. If the arrival time changes, the system automatically calls to let you know. From our operations centers, we can see and spot each and every one of our service vehicles responding to a call. We can determine the speed of their travels, any delays in traffic and any detour or stop the driver makes.

"Our call-receiving and dispatching system enables us to process the member request for service much more rapidly than in the past," says Lance Sabouni, vice president of Automotive Services. "Members are able to contact us online at AAA.com to request service or call us at 800/AAA-HELP, or they can reach us by using the iPhone app, and their location is quickly identified, and in many cases, their request for assistance is wirelessly communicated to the service vehicle within seconds, often without the need for human intervention. As a result, our average response time is 29 minutes."

Dead Battery?
If your battery is the problem, a specialized Mobile Battery Service vehicle might be sent out. Armed with a state-of-the-art mobile battery-testing unit, the AAA driver can test the battery and the vehicle's charging system and provide you with a comprehensive evaluation and a printout of the results. If the battery is weak, you can purchase a new battery from the driver and have it installed on the spot. Your old battery will be removed by the AAA driver and recycled at no charge. If you suspect that your battery is weak, the Mobile Battery Service is available to check it at your home or place of work, just call for an appointment.

Of course, with improved technology comes the need for training, and we take care to keep our associates updated on the latest additions to our service arsenal. AAA service drivers are trained in the use of the in-truck dispatch devices via webinar. Using an emulator that connects through the Internet, a AAA service driver in Roanoke, Virginia, can receive hands-on training from an instructor located in Wilmington, Delaware. In fact, when a new piece of technology is introduced into the member-service process, service drivers throughout the AAA territory can receive the same training in the same webinar session, saving money and time for all involved.

Calling In?
Utilizing state-of-the-art phone switches, the two operations centers—one in Newark, Delaware, and one in Hamilton, New Jersey—seamlessly coordinate and share all incoming phone traffic. Calls to the centers cover the full range of services provided by AAA, from roadside assistance to travel to insurance. Our member contact centers answered more than 930,000 calls in 2008, and the Roadside Assistance center answered more than 2,738,000 calls last year. The highest one-day total for roadside assistance in 2008 was 12,500 calls.

Insurance on the Cutting Edge
When you think about it, being a little conservative isn't such a bad thing for an insurance company. As a policyholder, you want to know that your premium payments are being used effectively. You want to know that you can rely on the company when you need it to step up and help. Beginning 80 years ago with the Keystone Insurance Company, both members and nonmembers have trusted the companies that make up the AAA Mid-Atlantic Insurance Group.

Where does the “cutting edge” come in? With the technology, of course. Just click on AAA.com/insurance for free online rate quotes for automobile, homeowner’s, travel-accident and term life insurance. Simple and straightforward, you get an instant quote online—no muss, no fuss, no offices to visit. Questions? Contact an agent by phone or e-mail, or request a call back.

The AAA Mid-Atlantic Insurance Group offers policyholders free online bill payment for automobile and homeowner’s premiums using a debit card, credit card or check. Policyholders can also utilize the company’s free electronic signature program for both new policy applications and ongoing policy changes.

"The automation providing policyholders the electronic signature program also provides insureds a central, secure location to store paper-free electronic versions of all their signed insurance documents," says Nick Eppinger, senior vice president, Insurance Sales. "There's no more fumbling around, remembering where these documents were filed. They are just a click away."

As for being there when needed, if you have an emergency homeowner’s claim, the company can provide you with a prepaid Visa debit card as advance payment. The card can be accessed immediately so you have cash available to address your most urgent needs, such as housing, clothing, food or other essentials. This card can be replenished remotely as needed to ease your recovery.

Better Travel Through Improved Technology
Travel planning and reservation booking on the Internet is nothing new, but you've got to check out the solutions, services and savings at AAA.com/Travel. If you've been there before, you'll notice the new AAA.com travel interface makes it easier to find what you’re looking for.

If you like to do your travel planning on your own, the site offers better self-service capabilities for air, car and hotel planning and booking. Select a hotel based on map location; proximity to attractions, restaurants and Hertz locations; and even member discounts. You can also get directions, see hotel photos and read reviews of the hotels from other members before you decide.

When you visit AAA.com to book a hotel room, you are more likely to find a better rate there than on other leading Web sites, according to a recent survey conducted by PhoCusWright, an independent research organization. Its researchers reviewed online travel booking sites and found that AAA.com offered the best publicly available rate on AAA Preferred Vendor hotels 67 percent of the time. The survey compared AAA.com with Expedia, Travelocity, Orbitz and AARP. AAA.com had the lowest rates 67 percent of the time, followed by AARP, 16 percent; Travelocity, 15 percent; Orbitz, 11 percent; and Expedia, 10 percent.

In addition to air, car and hotel planning and booking, the Web site's searchable TourBook guides provide you with info on AAA Diamond-rated restaurants and thousands of adventure activities, city tours, off-the-beaten-path experiences, educational tours, family-friendly activities, theater and show tickets, city passes and day trips.

The new technology also offers you a chance to get in on a series of Virtual Travel Shows—just like attending in-branch travel shows, but no need to change out of your PJs. Past shows have included Royal Caribbean’s Oasis of the Seas, Disney and the World’s Biggest Cruise Night. Upcoming shows include the Best & Biggest Sales Event on November 10, 2009.

And Don't Forget Your TripTik
If you're considering a road trip, don't go anywhere before checking out AAA's TripTik Travel Planner (TTP) online. It was called the “Best Web Site for Mapping Road Trips” in the September 2009 edition of Consumer Reports' Shop Smart magazine. In the “Road Trip Ready” article, the magazine evaluated six Web sites that could best help travelers save time and money. The article gave high marks for TTP's overview map and turn-by-turn directions; availability of construction information; ability to add stopovers and click and drag the itinerary; the MyPlaces map feature for creating custom guide books; and its print and e-mail capabilities. The article also tabbed the AAA Travel Guide as a "cool tool" for destination content.

Be sure to check the many convenient features on the TTP. For instance, say you're heading to D.C. to visit your Aunt Eleanor, but that's not the only stop you want to make. The TTP allows you to customize your map, adding multiple stops—such as Aunt Eleanor’s address, Georgetown University (no need to know the address—just click on it), the Smithsonian (again, no address needed), your hotel (click away, you don't need the address here, either)—and end the map with a direct route back home (you know that address).

Within that cool tool, we've got extensive information on more than 65 popular destinations, including Don't Miss Picks, tips and insider information provided by expert AAA travel editors. You can access more than 400,000 listings for lodgings, restaurants, attractions, recreation areas, events, repair stations and member discounts, as well as view key details from the map routing, including photos and reservations where available.

On the Road AAA Directions—GPS
Do you have a GPS yet? AAA Editions of the Magellan RoadMate and Maestro GPS units include AAA TourBook ratings and descriptions on attractions and AAA-approved hotels and restaurants. Those units will also show where to find AAA member discounts. Some of these units offer highway lane assist, Bluetooth capability, voice command, multidestination routing, pedestrian mode and even a tool to help you find your car in a parking lot.

More AAA Online
It all starts with membership. Of course, AAA.com has that covered, too. Nonmembers can join AAA online, and members can upgrade their memberships from Basic to Plus and from Plus to Premier online. So that you don’t forget to renew your membership, you can go online and sign up for automatic membership renewal. While you're there, register to receive e-newsletters detailing all the AAA discounts and savings opportunities. There is even an online guide to membership benefits.

Did you know that you can be rewarded for finishing your holiday shopping on the couch? At the AAA Online Mall, you can earn up to 15 percent cash-back rewards on purchases from a network of more than 250 stores—everything from Gap to Toys R Us to Borders—as well as receive coupons from some merchants for additional savings.

Serious bloggers and casual message board readers are all welcome in AAA.com's online social networking communities. In the Cars and Driving community, join with AAA experts and discuss all things automotive. Over in the online Travel community, swap stories and share tips, trends and travel news. Blogs and message boards on both sites offer you ample opportunity to provide feedback. In 2010 we are adding tools that will enable members and customers to read and give ratings, reviews and recommendations on AAA products and services on AAA.com.

Through AAA.Mobi, if you've got a portable internet-capable wireless device—cell phone, PDA, Smart Phone or BlackBerry—you can access AAA.com travel information; locate and get driving directions to hotels, restaurants and attractions; and even find local event information.

Last, but certainly not least, AAA World, your AAA member publication, has two online versions, one with video and audio capabilities, the other with new Web-only stories every month. Check these out next time you are online.

But Wait, There's More
While AAA will continue to lead the industry in using the best technology to provide you with the best member service, we will never forget the human element—you, that person stuck on the dark road who'd like to hear from another person. Sometimes members, policyholders and clients want or need to talk to a person. We get that, and that is why some of our technology investments are used to train and cross-train associates who will be ready to help you with whatever you need whenever you need it. Anytime you get one of our automated phone menus, just dial "0" and your call will be directed to a call receiver.

The technology has changed the process, but not the company's priorities. The call receivers, insurance agents, travel agents and other caring, dedicated associates of AAA will always be available, ready to deliver the best in customer service—no magic required.

The information in this story was accurate when it was published in the November/December 2009 issue of AAA World.