Keynote Helps AAA Michigan's Web Site Avoid
Going Flat
The Challenge: Enable Continued Expansion While
Assuring Superior Performance and Quality-of-Service
for a transaction-oriented Web site
The AAA Michigan chapter of the Automobile Association
of America may have been founded more than 83 years
ago, but the Midwest chapter has its sights set solely
on the future. AAA Michigan began the 21st century,
growing from 1.7 million members to more than 3 million
members by merging with the Chicago and Wisconsin auto
clubs. The newly formed AAA Auto Club Group will depend
on AAA Michigan's award-winningWeb site to aid customer
acquisition and retention.
According to Rick Semack, eCommerce Manager at AAA
Michigan, the auto club is fully aware that yesterday's
customer checked the Web only for information, but today's
customer wants to conduct business online. As a result,
AAA Michigan's Web site offers a comprehensive list
of online transactions and services that goes far beyond
emergency roadside towing. Auto club members can go
online to purchase insurance, financial services, make
travel reservations, apply discounts to shopping items,
obtain maps and travel information, purchase vehicles,
and obtain real-time traffic and construction reports.
Because the company has to compete against others who
specialize in each of its product categories, site performance
offers a true competitive edge. AAA Michigan understands
that increased revenue results from a superior quality-of-service
experience for the end-user.
"The online market is highly competitive,"
said Semack. "The better our performance, the more
likely we are able to keep a customer online. You can't
sell if the customer doesn't stick around."
The Solution: Keynote Perspective™
AAA Michigan selected Keynote Perspective to provide
real-time performance measurements of its Web site.
The ability to download pages fast and consistently
is a high priority for the auto club. They utilize Keynote's
customizable, error-based alarm functions to respond
immediately to Web site problems or bottlenecks that
might slow down or prevent end-users from accessing
the site.
"Superior quality and public service have always
been the hallmarks of AAA," said Rick Semack. "As
we develop more of our business on the Internet, we'll
continue to uphold this tradition with the help of companies
such as Keynote. Keynote's robust diagnostic and measurement
services help ensure our members and prospective members
have the same high quality of customer experience as
they would at any of our in-person branches or call
centers."
The Result: Continued Expansion with Superior
Performance
The newly formed Auto Group Club has matched its growth
in membership with an expansion of services. The Web
site, which won an award for "innovative practices
in the field of Information Technology" from AAA
National, offers cutting-edge services such as mobile
wireless Internet access through the new Palm VII personal
organizer and Internet-ready telephones.
"Using Keynote as our testing lab and monitoring
tool helps us keep an eye on our complex environment,"
says Semack. "Ultimately, fast sites equals happy
customers. It's really that simple. Keynote helps us
deliver."
AAA Michigan - http://www.aaamich.com
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