Canadian Automobile Association Improves Customer Service With QlikView

SOLUTION OVERVIEW
Canadian Automobile Association (CAA) is a leading automotive club, representing the interests of more than 1.9 million Members in South Central Ontario

INDUSTRY
Insurance 

FUNCTION
Service & Support, and Sales

GEOGRAPHY
Ontario, Canada 

 
Staff members have had a very positive response to the tool. They found QlikView to be simple to use and consider it to be a critical tool for data analysis. As a result of using QlikView, employees who were once unfamiliar with Business Intelligence now have the information they need at their fingertips
— Emilio Rojas-Silva - CAA

The Canadian Automobile Association (CAA) is one of the largest membership organizations in Canada. CAA helps provide freedom and peace of mind to six million Members through nine automobile Clubs and 140 offices located across the country. CAA’s largest club is CAA South Central Ontario (CAA-SCO). The club has over 1.9 million Members in South Central Ontario. CAA-SCO prides itself in providing excellent service to every Member they engage with, every single day.

Emilio Rojas-Silva, Manager of Business Solutions at CAA-SCO, recognized that enabling excellent service requires rapid access to information for employees across the organization. Accordingly, Rojas-Silva set out to find a new toolset that would enable CAA-SCO employees to have greater visibility into their data, and permit them to find faster answers to their data questions, regardless of their technical ability. 

Prior to finding a solution, staff members would send in multiple custom report requests per week to answer their data questions. Our average turnaround on new report requests was five days, and commonly required multiple iterations to satisfy the original requests
— Emilio Rojas-Silva - CAA

With more than 900 static reports already in existence, the reporting team realized that some form of self-service data analysis tool was essential to reduce the demand on the reporting team, and allow other employees to easily interact with the data and gain insights themselves, without IT assistance.

Using QlikView, CAA-SCO employees can explore and utilize their data in ways that they never could before. “Staff members have had a very positive response to the tool. They found QlikView to be simple to use and consider it to be a critical tool for data analysis. As a result of using QlikView, employees who were once unfamiliar with Business Intelligence now have the information they need at their fingertips,” explained Mr. Rojas-Silva. 

In the future, CAA-SCO plans to roll out its next phase of QlikView dashboards to several other departments within the organization and to continue to expand their QlikView user base.