Travel Industry Case Study
AAA Northeast

AAA Northeast Improves Operations Efficiency with BOSS

AAA Northeast a member of the AAA family offers roadside assistance and exclusive travel benefits to its members. The organization has over 2500 employees and is one of the largest AAA clubs serving customers on the east coast.

The search for an efficient and cost effective solution that would help them provide better service to their customers, led AAA Northeast to evaluate BOSSSupport Central. Staying complaint was a top business requirement and they were also looking for a solution that was user friendly, cost effective and one that would help them resolve incidents in a timely manner.

The Problem
With 2500 employees, over 3500 work stations and multiple groups requiring access to their ticketing system, AAA Northeast was looking for a robust solution that would help them meet their needs. One important requirement was to protect and maintain compliance as they had to meet periodic audit requirements. Maintaining audit logs and a record of tasks and actions were essential for adherence to compliance. They also needed a better ticketing system to improve customer satisfaction. Automating Employee On-Boarding and Facilities Management were a few of the additional requirements on their mind when they chose to evaluate the BOSS solution.

The Solution
AAA Northeast primarily uses the BOSS Support Central ticketing system to handle all incidents and requests. The audit logs and reports help with Sarbanes Oxley and PCI audit requirements. This also improves the overall operational efficiency and user satisfaction performing checks and balances. They are also automating Employee On-Boarding for new hires and for terminating employees utilizing the parent child ticket capability. This provides a good trail of all privileges accorded to new hires and ensures security of their environment when people leave or retire by making sure all their privileges are removed.

AAA Northeast recently extended the solution for managing their Facilities as well. The department uses BOSS Support Central to track costs, time sheets, purchasing information and preventive maintenance with the help of custom reports. They created very specific Service Catalogs to meet their needs. Users can now easily report and log issues or resolutions in their customized portal with the help of BOSS web services. This was a great collaboration where the AAA Northeast team created their own customized forms while BOSS created the web services to access and update from the database. This has empowered them to customize the solution the way they want it. The BOSS Survey module is being used to get useful feedback from customers.

BOSS Support Central is an Enterprise Systems Management tool that goes beyond just workstation inventory. It incorporates software distribution, software license management, interactive remote control, reporting, and asset tracking all of which can be accessed from a single console.

The Result
In the words of Brian J Carmello, Regional Manager, Information Technology at AAA Northeast, "BOSS Support Central has helped us to increase our efficiency and response time dramatically. Support Central allows our helpdesk staff to track trends and analysis, thereby being more effective and proactive. I am so impressed with the application we have begun deploying this to our building services group as well. The team at BOSS has been a pleasure to work with and have far exceeded our expectations."

The BOSS team worked hand in hand with AAA Northeast so they could derive the maximum value from the solution.Tremendous help came from the technical support team at BOSS. With their support, AAA Northeast created custom forms and reports that was of immense value to them and catered to their specific needs. BOSS has been serving several AAA clubs across the USA. BOSS is an Infrastructure Management firm and specializes in IT Lifecycle Management, comprehensive Asset Management, Integrated Service Desk solutions and IT Services.

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