Work
BACK
SOLUTIONS
SERVICES
INDUSTRIES
ABOUT
We have helped leading brands win the digital customer for over ten years.
We're all about creating meaningful experiences for your customers.
From specializes in working with enterprises across these industries.
We're called FROM because we help companies go from where they are to where they need to be.
View all
View all
View all
WORK

FROM Transforms AAA’s Back Office Experience​

OVERVIEW

The American Automotive Association, Inc. (AAA) offers roadside assistance, hotel booking, and map routing to their 61 million members across 32 motorclubs and over 1,000 branches in North America and Canada.

AAA identified opportunities to improve its invoicing and billing processes to minimize errors, increase data accuracy, and achieve efficiencies in the back office, while providing its partners, employees and customers a better overall experience. The company’s leadership reached out to FROM to develop the strategy that helped to execute AAA’s objectives.

APPROACH

  • Understand the customer - FROM conducted ethnographic research, deployed surveys and interviewed a wide range of stakeholders to develop empathy for the target audiences. Once a thorough understanding of both the desired outcomes and current friction points were attained, FROM utilized design thinking to develop the vision and future state.
  • Map the customer journey - Breaking down each step in the journey illuminated the issues in the current process, and identified the key levers to improve the experience at scale. A root cause analysis was completed on over a hundred friction points and prioritized for impact, leading to a compelling vision of the future.
  • Build the future - FROM presented a digital strategy to address all pain points and proposed several technology solutions, such as AI, robotic process automations, and interactive portals that maintain flexibility for each club, but still gain efficiencies from a unified process.
  • Optimize the short term - while working on the long-term objectives, FROM was able to identify opportunities that had immediate effects on the user experience and ROI.
  • Lead the change - FROM conducted several Design Thinking and alignment workshops to encourage communication, creativity, transparency, and unity across clubs.

RESULTS

  • Provided great ROI with less than 1 year payback
  • Created an agreed upon Roadmap to deliver the vision across the company and clubs
  • Delivered a transformational vision for scalability included 5 digital enablers, 6 digital capabilities, and 11 capability initiatives

CONCLUSION

Successful, large-scale initiatives require many data points to minimize risks and identify root causes.

Transparency and communication are critical to unify the work of organizations with multiple, independent groups.

Transformations that minimize human error can both help employees focus on their work and ensure data accuracy.

Finding short-term solutions while working towards a larger objective can help reduce the time necessary to achieve long-term goals and immediately ease glaring points of pain.

FROM was able to deliver all of the above through their five-step roadmap for digital transformation and design thinking workshop.

Related Case Studies

FROM Identifies Irresistible Products for Taunton Press
FROM helped Taunton Press create compelling digital products to attract more subscribers, encourage community engagement, and increase sales.
FROM Helps HealthPlanOne Increase Online Conversions Through A New Digital Experience
FROM worked with HealthPlanOne to build an engaging digital tool that helps customers choose the best Medicare plans for their needs. This enhanced customer experience delivered cost savings and increased online sales.
ADP’s Payroll Experience Transformed Through Design Thinking
FROM helps ADP improve the experience of their flagship payroll product through a research-driven redesign.
HomeServe Launches their New Total Home Warranty Business through Salesforce
FROM designed a new website that helped HomeServe introduce their new service resulting in an increase in HomeServe’s web presence and a seamless enrollment experience.
NBC Universal New Employee Portal
FROM designed and created a new HR engagement portal for NBC Universal employees to have access to their employee information and HR tools wherever and whenever they want.
AVIS’ secret weapon since 2013
FROM has been playing a critical role in AVIS’ continued digital growth in a challenging market.

Recent News

Medical Supply Website Built by FROM Clinches Win at International Digital Marketing Awards
FROM Unites with One of India’s Fastest Growing Tech Service Providers
FROM: Vision to Victory has joined forces with Algoworks, an India-based IT service provider known for their top-notch tech expertise as an AWS Consulting Partner, Microsoft Gold Partner, and Salesforce Summit Partner.
FROM CEO Leads Master Class on Building Customer-Centric Teams at CMSWire Connect
FROM Founder and CEO, Howard Tiersky, led a comprehensive Master Class on creating customer-focused teams at the CMSWire Connect conference on May 10 in Austin, Texas.
Former JCPenney, Pep Boys Marketing Leader Joins FROM’s Executive Roster
Veteran marketing executive Scott Allen, who has led omnichannel strategies for brands like JCPenney, Ralph Lauren, Pep Boys, and Dollar General, is joining FROM, The Digital Transformation Agency as Senior Vice President.
FROM Wins 2022 New York Award in Marketing Agency Category
FROM, The Digital Transformation Agency has received the 2022 New York Award in the Marketing Agency category.
Former Capgemini, Vodafone Executive Joins FROM’s Leadership Team
Former Capgemini VP of Digital Practice and Vodafone Head of Cross-Channel Program, Jared Slomack, is joining FROM, The Digital Transformation Agency’s senior management team.