Auto Club Takes The Performance Wheel


The Challenge:

To achieve sales and customer service objectives, executives at an auto club needed to closely monitor performance across a structurally complex enterprise of 70 branches, seven contact centers and a website.

The Results:

  • Leadership could identify KPI outliers and take immediate corrective action, resulting in dramatic increases in the generation and collection of revenue.
  • Customer-facing employees could track their performance and step up their game plan, resulting in continuously improving customer service.