2011 Service Provider Meetings
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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

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Welcome introductions aaa overview programs and benefits provider recognition cash prizes

2011 Service Provider Meetings

Welcome & Introductions

AAA Overview

Programs and Benefits

Provider Recognition

Cash & Prizes


Welcome introductions aaa overview programs and benefits provider recognition cash prizes

AAA Overview


Welcome introductions aaa overview programs and benefits provider recognition cash prizes

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

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

Overall Satisfaction

AAA Washington – 89.4%

AAA National – 86.4%


Customer service index

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

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

Marketing Campaign

Focused on emphasizing what sets us apart


Premier membership

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

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

Programs and Benefits


Online driver training

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 training1

Online Driver Training


Equipment financing

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 financing1

Equipment financing

Preferred Supplier since 1997

For more information contact:


Credit card processing

Credit Card Processing

Preferred Supplier since 1997

  • 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 processing1

Credit Card Processing

Preferred Supplier since 1997

For more information contact:


Welcome introductions aaa overview programs and benefits provider recognition cash prizes

(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

Advanced Messagingand 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 dispatch1

Advanced Messagingand 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


Welcome introductions aaa overview programs and benefits provider recognition cash prizes

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 [email protected]


Welcome introductions aaa overview programs and benefits provider recognition cash prizes

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

Take advantage of AAAbusiness benefits!

Go to partner.aaa.biz for more details!


Provider recognition

Provider Recognition


Welcome introductions aaa overview programs and benefits provider recognition cash prizes

Thanks a Million!

Outstanding

Service Awards

2010


Top service providers providers that maintained above average customer service scores

Top Service ProvidersProviders that maintained above averagecustomer service scores

Locksmiths and Light 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

  • 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


Top service providers providers that maintained above average customer service scores1

Top Service ProvidersProviders that maintained above averagecustomer 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 scores2

Top Service ProvidersProviders that maintained above averagecustomer 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

Customer Service All-StarsProviders that earned 100% for one or morequarters.

  • 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

Service Providers ofExcellence2011 National Nominees

  • Bethel Towing

  • Dick’s Towing

  • Evergreen Towing

  • Kitsap Towing

  • SpiveCo Roadside Services

  • Carl’s Towing and Auto Repair


Welcome introductions aaa overview programs and benefits provider recognition cash prizes

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!!


Welcome introductions aaa overview programs and benefits provider recognition cash prizes

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


Welcome introductions aaa overview programs and benefits provider recognition cash prizes

Save the Date!

Service Provider Appreciation 2011

August 6th, Pacific Raceways

NHRA Northwest Nationals


Welcome introductions aaa overview programs and benefits provider recognition cash prizes

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