2011 Service Provider
Meetings
Welcome & Introductions
AAA Overview
Programs and Benefits
Provider Recognition
Cash & Prizes
AAA Overview
Membership
Membership as of February 28th
1,024,104 Washington
52,518,665 National
Renewal Rate 2010
90.9% Washington
88.5% National
Growth Rate 2010
3.4% Washington
1.7% National
Automotive Strategy
• Ensure high levels of Customer
Satisfaction with roadside assistance
• Ensure the right truck and technician
arrive at the roadside
• Ensure that members are satisfied with
AAA Automotive Repair Solutions
Overall Satisfaction
AAA Washington – 89.4%
AAA National – 86.4%
Customer Service Index
Year End 2010
“Overall Satisfaction with Service Vehicle Driver”
National – 86.6%
AAA WA – 88.9%
Ranked # 5 out of 52 clubs
“Overall Satisfaction with C.S.R”
National – 81.7%
AAA WA – 85.4%
Ranked # 5 out of 52 clubs
Dispatch Technology
• 88% of calls dispatched electronically
• 51 providers using remote dispatch
• 84.8% of calls dispatched with D2ME or DHS
• 59 providers using D2ME
• 47 Providers using BB Web Dispatch
Marketing Campaign
Focused on emphasizing what sets us apart
Premier Membership
6291 memberships sold at the Premier level since January 1st
• All AAA Washington core benefits (Classic)
• All Current Plus benefits
• 200 mile tow up to 4 times per member, per year
• Trip interruption up to $1,500
• Home lockout reimbursement up to $250
• One day free rental car through Hertz
• Free Hertz gold membership
• Identity theft restoration program
Mobile Battery Service
• In 2010 AAA/CAA replaced 1,131,808 batteries in the U.S.
and Canada.
• AAA Washington currently has 28 Battery Service providers.
• Battery Service responded to 68,750 of 110,987 battery
related calls.
• Currently responding to 75% of battery related calls with a
battery service provider, and 68% with a battery service
vehicle.
• Members were Totally Satisfied with Battery Service 90.9% of
the time, compared to 88.4% with towing service.
Programs and Benefits
Online Driver Training
• Cost-effective training – topic specific modules priced
competitively
• Maximum scheduling flexibility – modules are 20–90
minutes long and drivers can take them in their downtime
• Simple to use management system – enables you to
track and monitor your drivers’ progress
• 25% discount off retail price to AAA Preferred Service
Providers
• 15% discount off retail price for ERS contractors
Go to aaa.biz/onlinedrivertraining for more information.
Online Driver Training
Equipment financing
Preferred Supplier since 1997
• Preferred rates and terms
• Credit decisions within one business day
• 100% financing of all equipment cost
• Experienced Account Management Team
dedicated to the AAA relationship
• No checks to write. Payments automatically
deducted from your AAA payment.
• No fees
• Pre Approvals. Shop with confidence.
Equipment financing
Preferred Supplier since 1997
For more information contact:
Account Manager
Phone
Email
Christine Lorenzen 631.531.0603 clorenze@sovereignbank.com
Credit Card Processing
Preferred Supplier since 1997
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Preferred rates
No annual fee
No set up fee – a savings of up to $250
Savings on each credit card, debit card and check
guarantee transaction
• No programming fees
• Full selection of payment terminals – including
wireless
• Customer service availability 24 / 7
Credit Card Processing
Preferred Supplier since 1997
For more information contact:
Account Manager
Kathleen Garofalo
Phone
Email
631.531.0607 kgarofal@sovereignbank.com
(509)924-7755
• Knowledgeable sales and support staff
• Combined Commercial Insurance staff experience of
over 60 years
• Preferred Insurance Agency for AAA and TRAW
• Comprehensive risk assessment without obligation
• Claims management
For more information contact Pete Jalbert
Advanced Messaging
and Dispatch
• Answered Live
• No recordings or automated systems
• Staffed 24/7 including all holidays
For more information, Call Scott Dahlquist
(360)425-6736
Advanced Messaging
and Dispatch
I am writing this letter on behalf of Advanced Messaging & Dispatch.
Our company began using their services in July 2010. Right from the
beginning things were running much smoother for my drivers, office
staff, and of course most importantly, our customers! Their team
seems to take pride in treating our company as their own. They are
efficient and hard working. They put their every effort into each task
to ensure we are very comfortable with leaving our business in their
hands.
Their positive attitudes and ability to work well with our drivers to
coordinate matching ETA's and customer satisfaction is one of our
most important requirements in a dispatch company, and they have
done an exceptional job filling that request.
Thank you for your time.
Craig Steketee
Owner of Crown Point Towing
AAA/Sprint Preferred Supplier Plan
• 12% off monthly service fees (exclusions apply)
• Special Sprint phone pricing
• 25% off Sprint accessories
• Dedicated customer care
• No AAA participation fee
For more information contact: Hendrick Zitter,
(425)278-7586 or hendrick.zitter@sprint.com
Background Checks
www.hireright.com/AAA
• For the safety of your business, and our members AAA requires
that all contracted providers with AAA provide proof of background
checks for all member contact staff.
• AAA Washington reimburses for background checks when
necessary
Go to Hire Right for• Discounted AAA screening packages
• Under 2-day average turn-around-time
• Applicant self-service capability via the internet
Take advantage of AAA
business benefits!
Go to partner.aaa.biz for more details!
Provider Recognition
Thanks a Million!
Outstanding
Service Awards
2010
Top Service Providers
Providers that maintained above average
customer service scores
Locksmiths and Light Service
• A-1 Mobile Lock and Key
• A2Z Lock N Key
• All Island Lock and Key
• B.E.A.R.
• Belfair Bob’s Locksmith
• Bigfoot Locksmith
• Bob Smith the Locksmith
• BST Roadside Service
• Dave Cook Enterprises
• E-Z Key Locksmith
• Grandpa’s Battery Service
• Jim’s Lock Service
• Key West Lock Service
• McCabe’s Automotive
• Mounts Lock and Key
• North Central Washington Locksmiths
• Olympic Lock and Key
• Panhandle Locksmith
• RRRaceway Automotive
• Seatown Locksmith
• SpiveCo Roadside Services
• West Plains Lock and Key
• Yakima Lock and Safe
• Yared’s Downtown Road Service
Top Service Providers
Providers that maintained above average
customer service scores
Towing Service
• 98 Towing
• A-1 Towing(Oak Harbor)
• AA Auto Salvage
• Advanced Towing
• Agri-Fix
• All American Roadside
• All Ways Towing
• Almazo’s Towing
• B.J.’s Towing
• Benewah Motors
• Bethel Towing
• Bilko Towing
• Brown’s Towing
• Budget Towing
• Carl’s Towing (Longview)
• Carl’s Towing (Sedro Woolley)
• Cascade Towing
• Citywide Towing
• Classic Towing
• Clyde’s Towing
• CMA Towing
• Colville Towing
• Dan’s Towing
• Davis Towing
• Dick’s Towing
• Direct Towing Services
• Dollar Towing
• Eagle Towing
• Eastsound Towing
• Evans Auto Rebuild
• Evergreen Towing
• G’Day Towing
• Gerber Towing
• Granite Falls Towing
• Grant’s Towing
• Gus Cooper’s Towing
Top Service Providers
Providers that maintained above average
customer service scores
Towing Service
• Heston Hauling
• Hubie’s Towing
• J&B Towing
• Jacobs Towing
• Jaeger’s Towing
• Jeff’s Towing and Recovery
• Jim’s Automotive
• Jim’s Northgate Towing
• Kitsap Towing
• Lakewood Towing
• Lightfoots
• Los Primos Towing
• Meridian Towing
• Miles Automotive
• Mr. Nice Guy Towing
• Nisqually Towing
• Noffke’s Towing
• Pacific Towing
• Pete’s 24 Hour Towing
• Quincy Towing
• R&R Star Towing
• River’s Edge Towing
• Rockford Auto
• Ruby’s Towing
• Safe-T Automotive Services
• Sam’s Towing
• Simmons Towing
• Sunset Towing
• Thompson Towing
• Troy’s Towing
Customer Service All-Stars
Providers that earned 100% for one or more
quarters.
• 98 Towing
• A-1 Towing
• A2Z Lock N’ Key
• Belfair Bob’s Locksmith
• Benewah Motors
• Brown’s Towing
• BST Roadside Service
• Budget Towing and Recovery
• Burkhard’s Towing
• Carl’s Towing (Longview)
• Classic Towing
• Colfax Body Repair
•Ell’s Service
•Evans Auto Rebuild
•Grandpa’s Towing
•Jacobs Towing
•Jim’s Towing
•Jim’s Lock Service
•Keywest
•Olympic Lock and Key
•Puget Sound Security
•Quincy Towing
• R&R Star Towing
• Red Line Road Service
• River’s Edge Towing
• Rockford Auto Towing
• Sam’s Towing
• Sherman Security
• Thompson Towing
Service Providers of
Excellence
2011 National Nominees
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Bethel Towing
Dick’s Towing
Evergreen Towing
Kitsap Towing
SpiveCo Roadside Services
Carl’s Towing and Auto Repair
GRAND PRIZE!!
$1,000 airfare to the location of your choice
Anywhere that Alaska Airlines flies
Winner will be notified after all the
2011 Service Provider Meetings
BON VOYAGE!!
Mariners
Get-Away Package
Package includes
• Two tickets to the M’s home game of your choice
• Accommodations at nearby hotel
• Dinner for two
• Winner will be notified after all 2011 Service Provider Meetings
Save the Date!
Service Provider Appreciation 2011
August 6th, Pacific Raceways
NHRA Northwest Nationals
Questions?