BCAA launches Innovative Feedback Program for Emergency Roadside Assistance

Share Article

How BCAA is using ResponseTek: CEM to make sure members are covered when and where they need

ResponseTek, a leader in Customer Experience Management (CEM) Solutions, is pleased to announce the launch of British Columbia Automobile Association's (BCAA) Emergency Roadside Assistance Feedback Program, the first of its kind in North America. This launch is part of BCAA's commitment to member satisfaction, and their innovative Voice of the Customer (VOC) Program. The Program itself has four primary objectives: enable feedback for all BCAA member touchpoints, measure and report customer experience and brand experience in real-time for all interactions, reinforce best-in-class practices, and gather insights for continuous business transformation.

"I truly believe that we are building an even better BCAA through the power of these collected voices," says Kent Waugh, manager of Customer Intelligence, "And we are very excited about the newest addition to our VOC Program as we incorporate Emergency Roadside Assistance in as one of the most critical touchpoints for our members." By listening and engaging with their members using ResponseTek:CEM, BCAA has been very successful in collecting and reacting on feedback in real-time, and with the addition of this new arm of the program, it is evident that they are investing in their ability to get feedback from their members.

As Emergency Roadside Assistance is one of the core services offered by BCAA, this new program will automatically gather feedback from those who have used the service by inviting them to answer questions regarding their initial phone call, as well as the experience at the roadside. By sending out an email survey within 24 hours of using the feature, their aim is to make this emergency service as efficient and effective as possible based on customer comments. This new addition to the VOC program adds to the already successful in-branch, web, call center, and mail feedback channels.

The overall customer experience is a major part of BCAA's mission as a not-for-profit member services organization. And together, with ResponseTek, they are creating a top-tier customer experience.

For more information on ResponseTek and the ResponseTek:CEM, call 1-866-484-2900 (toll-free in North America), or +1 (604) 484-2900 (toll worldwide).

About ResponseTek
ResponseTek is the leader in on-demand Customer Experience Management (CEM) solutions, transforming the voice of the customer into actionable business intelligence. ResponseTek provides its groundbreaking CEM solutions to Global 1000 corporations, including AAA, Aon Corporation, HSBC, and Sabre. ResponseTek is headquartered in Vancouver, Canada, with offices in Toronto, Canada and London, UK.

About BCAA
BCAA strives to deliver an amazing experience to its 795,000 members, providing peace-of-mind and meeting their automotive, road travel and insurance needs. BCAA is the largest organization of its kind in B.C., with $400 million in gross annual sales and a Member in one-in-four B.C. households. In addition to receiving award winning roadside assistance and insurance services, Members can also take advantage of CAA dollar rewards, insurance discounts and the Member exclusive Show Your Card & Save program. To learn more about BCAA's benefits, services and advocacy, visit http://www.bcaa.com.

Media Contact:
Gord Elder
Product Group Director
+1 (604) 484-2900 x239


Share article on social media or email:

View article via:

Pdf Print

Contact Author

Gord Elder
604-484-2900 ext. 239
Email >
Visit website