,
| CHANGE
WALNUT CREEK, Calif., April 3, 2017 – CSAA Insurance Group received a bronze Stevie® Award in the “Customer Service Leader” category in the 11th annual Stevie Awards for Sales & Customer Service. The Stevie Awards are among the world’s top honors for customer service, contact center, business development and sales professionals.
“AAA Members are at the center of everything we do,” said John Ingersoll, CSAA Insurance Group’s vice president of brand. “This prestigious recognition validates our accomplishments with our customer experience management initiatives. We remain committed to making insurance simple, proactive and personal.”
With a plan to change the way people feel about insurance, CSAA Insurance Group recognized that competing with other insurance companies isn’t enough because companies such as Amazon, Zappos and Airbnb are raising the bar for consumer expectations. Using company and consumer data, CSAA Insurance Group implemented a customer experience management initiative: using customer feedback to design interactions that meet or exceed customer expectations and increase satisfaction, loyalty and advocacy. Opportunities to support the evolving needs of customers were identified and the company made significant improvements in processes and technology as part of a larger company initiative to build new, scalable capabilities to better serve AAA Members.
“For example, a Customer Relationship Management solution was deployed to sales, service and marketing users,” said Ingersoll. “It provides tools for customer engagement and a 360-degree customer view and enables the company to become more innovative and customer-centric.”
The CRM tool effort was part of CSAA Insurance Group’s recent transformation to better serve AAA Members. The company also invested in capabilities including policy and claims systems, digital, data and analytics and innovation.
“The Stevie Awards for Sales & Customer Service continue to be among the most competitive and fastest-growing of our awards programs,” said Michael Gallagher, founder and president of the Stevie Awards. “The growth of the program illustrates the importance of sales, business development and customer service in successful enterprises of all types, and shows how integral recognition in these domains are to building and maintaining corporate reputations.”
The awards were presented during a banquet on Friday, February 24, at Caesars Palace in Las Vegas, Nevada. More than 650 executives from numerous industries around the world attended. More than 75 members of several specialized judging committees determined the awardees, and finalists were determined by another 77 judges.
About The Stevie Awards
Stevie Awards are conferred in seven programs: the Asia-Pacific Stevie Awards, the German Stevie Awards, The American Business Awards, The International Business Awards, the Stevie Awards for Great Employers, the Stevie Awards for Women in Business and the Stevie Awards for Sales & Customer Service. Stevie Awards competitions receive more than 10,000 entries each year from organizations in more than 60 nations. Honoring organizations of all types and sizes and the people behind them, the Stevies recognize outstanding performances in the workplace worldwide. Learn more about the Stevie Awards at www.StevieAwards.com.
About CSAA Insurance Group
CSAA Insurance Group, a AAA Insurer, offers automobile, homeowners and other personal lines of insurance to AAA members through AAA clubs in 23 states and the District of Columbia. Founded in 1914, CSAA Insurance Group has been rated A or better by A.M. Best for 90 years and is one of the top 20 personal lines property casualty insurance groups in the United States according to the National Association of Insurance Commissioners. The company was also named one of the 50 most community-minded companies in America by Points of Light in 2016.