AAA Selects Brightware to Provide Superior eCustomer Assistance to its 43 Million Members and Web Visitors
12 December 2000
AAA Selects Brightware to Provide Superior eCustomer Assistance to its 43 Million Members and Web Visitors
SAN RAFAEL, Calif.--Dec. 12, 2000--Brightware, Inc., the leading supplier of eCustomer Assistance software for the Internet, today announced that the American Automobile Association (AAA) has selected Brightware to expand its online customer service capabilities for its 43 million members and all online visitors. The AAA national office will use Brightware's Email Assistance 5.0, part of the recently announced Brightware 2001 suite of products, to assist in managing member email inquiries. With Brightware, AAA national will be able to respond to members within 24 hours and automatically route inquiries from its national Web site to the appropriate department or local AAA club."Brightware 2001 was the clear choice both for our national headquarters and our 84 clubs nationwide," said Jeff Zimmerman, director of travel information for AAA. "Brightware's flexible and integrated suite will meet the requirements of our smaller clubs, which may only need to implement a single solution such as Email Assistance, as well as our larger clubs, which may require the end-to-end eCustomer Assistance suite. And with Brightware, we're not just getting software, we're getting an expert team dedicated to a superior execution and positive experience for everyone."
"We are extremely proud that AAA selected Brightware for eCustomer Assistance to meet the complex and varied needs of the national organization and network of 84 clubs," said Chris Erickson, president and CEO of Brightware. "AAA is recognized as a leader in providing exceptional customer care, and its Web site visitors expect the highest quality of service. Brightware gives AAA the tools to provide top service by responding to customers in a consistent and timely fashion while managing internal workflow."
AAA, a federation of 84 clubs in the US and Canada that provides an array of travel, automotive and insurance services, selected Brightware after carefully reviewing other vendors' eCustomer Assistance solutions. Previously, the AAA national office responded manually to the 4,000 incoming customer emails received each month. AAA realized it required a system that would allow it to scale to meet the needs of its growing user base as well as its future plans for extended Web site functionality at AAA national and at the clubs.
Brightware was chosen for its unique intelligent automation technology that comprehends incoming emails and routes them to the appropriate club for immediate handling. Another determining factor included Brightware's willingness to package and price the various Brightware products to meet the needs of AAA's national office, as well as the various AAA clubs throughout the country -- each varying in size and email volume.
Additionally, Brightware was selected because it provides AAA the flexibility to seamlessly integrate additional products such as Brightware(R) Concierge(tm) and Brightware(R) Converse(tm) to support AAA's future online strategies, including Web self-service and chat. Brightware Concierge helps reduce incoming email by helping customers help themselves to the information they need while online, thereby freeing up Customer Service Representatives to respond more quickly to complex email inquiries requiring human assistance. Brightware Converse, a real-time chat application, enables Web visitors to engage CSRs and get immediate answers to their questions without leaving the Web site.
About AAA
AAA is the largest leisure travel agency in North America with more than 1,000 accredited, full service travel agency offices serving 43 million members and the public. Travel services include worldwide air, cruise and rail tickets; tour packages; hotel and car reservations; and a variety of travel insurance programs. Established 100 years ago, AAA offers a wide array of automotive, travel, insurance and financial services. For more information, please visit AAA's Web site at http://www.aaa.com.
About Brightware
Brightware, the leading supplier of eCustomer Assistance software for the Internet, helps companies build better customer relationships, one interaction at a time. The complete and integrated Java(tm)-based product suite includes Web, Email and Live Assistance solutions, plus analytics and eMarketing for closed-loop, insight-driven interactions with eCustomers. Using Brightware, eBusinesses can dramatically increase eService levels, eSales revenues, and eMarketing effectiveness while simultaneously reducing costs. Brightware's products, which can often be deployed within a week, leverage proven automation technology to deliver unparalleled scalability, performance, ROI and an exceptional eCustomer experience at every online touchpoint. For more information, please visit Brightware's Web site at http://www.brightware.com or call 800/532-2890.
Note to Editors: Brightware is a registered trademark of Brightware, Inc. All other company and product names may be trademarks of their respective owners and are acknowledged.