CSAA Insurance Group received a bronze Stevie Award in the Customer Service Leader category for their customer experience management initiatives. They implemented a customer relationship management solution and invested in digital capabilities to better understand customer needs and provide a personalized experience. This recognition validates CSAA's efforts to make insurance simple, proactive, and focused on the customer.

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CSAA Insurance Group Wins Stevie® Award for Sales
& Customer Service
April 03, 2017
WALNUT CREEK, Calif., April 3, 2017 – CSAA Insurance
Group received a bronze Stevie® Award in the
“Customer Service Leader” category in the 11th annual
Stevie Awards for Sales & Customer Service. The Stevie
Awards are among the world’s top honors for customer
service, contact center, business development and sales
professionals.
“AAA Members are at the center of everything we do,”
said John Ingersoll, CSAA Insurance Group’s vice
president of brand. “This prestigious recognition
validates our accomplishments with our customer experience management initiatives. We remain
committed to making insurance simple, proactive and personal.”
With a plan to change the way people feel about insurance, CSAA Insurance Group recognized that
competing with other insurance companies isn’t enough because companies such as Amazon,
Zappos and Airbnb are raising the bar for consumer expectations. Using company and consumer
data, CSAA Insurance Group implemented a customer experience management initiative: using
customer feedback to design interactions that meet or exceed customer expectations and increase
satisfaction, loyalty and advocacy. Opportunities to support the evolving needs of customers were
identified and the company made significant improvements in processes and technology as part of
a larger company initiative to build new, scalable capabilities to better serve AAA Members.
“For example, a Customer Relationship Management solution was deployed to sales, service and
marketing users,” said Ingersoll. “It provides tools for customer engagement and a 360-degree
customer view and enables the company to become more innovative and customer-centric.”
The CRM tool effort was part of CSAA Insurance Group’s recent transformation to better serve AAA
Members. The company also invested in capabilities including policy and claims systems, digital,
data and analytics and innovation.
“The Stevie Awards for Sales & Customer Service continue to be among the most competitive and
fastest-growing of our awards programs,” said Michael Gallagher, founder and president of the
Stevie Awards. “The growth of the program illustrates the importance of sales, business
development and customer service in successful enterprises of all types, and shows how integral
recognition in these domains are to building and maintaining corporate reputations.”
The awards were presented during a banquet on Friday, February 24, at Caesars Palace in Las Vegas,
Nevada. More than 650 executives from numerous industries around the world attended. More
than 75 members of several specialized judging committees determined the awardees, and finalists
were determined by another 77 judges.
About The Stevie AwardsAbout The Stevie Awards
Stevie Awards are conferred in seven programs: the Asia-Pacific Stevie Awards, the German Stevie
Awards, The American Business Awards, The International Business Awards, the Stevie Awards for
Great Employers, the Stevie Awards for Women in Business and the Stevie Awards for Sales &
Customer Service. Stevie Awards competitions receive more than 10,000 entries each year from
organizations in more than 60 nations. Honoring organizations of all types and sizes and the
people behind them, the Stevies recognize outstanding performances in the workplace worldwide.
Learn more about the Stevie Awards at www.StevieAwards.com.
About CSAA Insurance GroupAbout CSAA Insurance Group
CSAA Insurance Group, a AAA Insurer, offers automobile, homeowners and other personal lines of
insurance to AAA members through AAA clubs in 23 states and the District of Columbia. Founded
Jason WillettJason Willett
Public Relations
jason.willett@csaa.com
Office: 925.279.4878
Cell: 925.278.3312
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in 1914, CSAA Insurance Group has been rated A or better by A.M. Best for 90 years and is one of
the top 20 personal lines property casualty insurance groups in the United States according to the
National Association of Insurance Commissioners. The company was also named one of the 50 most
community-minded companies in America by Points of Light in 2016.