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Letter to the Editor
Thursday February 20
AAA Takes Road Service Online
With approximately 35 percent of requests for road service originating from the homes or offices of AAA and Canadian Automobile Association members, the nearly 46 million-member association is leveraging the power of the Internet to make road service even more accessible via personal computers for members of select AAA clubs in the United States, as well as several Canadian Automobile Association clubs.By logging onto AAA's web address, members are quickly routed to their local club site where they can access a variety of services. Using special road service prompts and screens, members are then guided through the online road service request process. AAA is the first road service provider to offer this service via the Internet. Using AAA Road Service Online saves time for members since their online road service request is able to bypass sometimes busy telephone operators, and it creates efficiency for AAA's road service call centers by reducing the number of telephone calls they receive.
Responding to more than 28 million requests for road service each year, AAA has been an innovator in using technology to increase road service quality. The association was the first to use radio-dispatched tow trucks following World War II and an early adopter of terminals that could receive analog, and then digital road service call information in the cab of tow vehicles.
"AAA member reaction to the new service has been overwhelmingly positive," said Marshall L. Doney, vice president of AAA Automotive. "Reasons for using the Internet rather than a telephone to contact AAA include a preference for sending specific written information on the type of service needed and the vehicle's location, the ability to send this information directly to AAA's dispatchers, and the receipt of an e-mail message confirming the call has been processed along with an estimated arrival time for the tow truck."
As North America's largest motoring and leisure travel organization, AAA provides its 45 million members with travel, insurance, financial and automotive-related services. Since its founding in 1902, the not-for-profit, fully tax paying AAA has been a leader and advocate for the safety and security of all travelers.
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