California Auto Assoc. Wins Award for Windows Application
5 June 1997
A First for CSAA - 'OLGA' a Winner in the 1997 Windows World Open
SAN FRANCISCO, June 5 -- On June 3, 1997, the California
State Automobile Association (CSAA) won the prestigious Best Windows
Application award presented by Bill Gates in a ceremony at the Georgia World
Congress Center in Atlanta, Georgia. This international competition is
designed to award developers and their companies for custom applications that
solve internal business problems using the Microsoft Windows platform.
CSAA in an effort to place corporate knowledge at the finger-tips of their
employees, developed a computer online guide that provides information on a
variety of AAA services. CSAA's OnLine Guide and OnLine Guide Author (OLGA)
selected from 150 entries in the 1997 Windows World Open won the title for
Best Windows Application in the Customer Service & Support Category.
The CSAA OnLine Guide has dramatically improved service delivery. Member
inquiries that used to take 2 to 3 minutes, of flipping manual pages now takes
less than 30 seconds to access information. Based on the same kind of Help
functions in Windows, the system enables users to retrieve and save
information using search, glossary and bookmark features. Information such
as: auto and homeowner underwriting, touring, billing, automotive, DMV and
emergency road services are available in moments. The OnLine Guide Author
(OLGA) provides the knowledge database that maintains the integrity of the
OnLine Guide.
The CSAA OnLine Guide helps expand the breadth of tasks that service
representatives can perform without additional training. In the past, members
became frustrated when one customer service representative could not answer
all their questions. It frequently took several calls to a variety of
personnel before a problem was resolved. Moreover, CSAA was missing out on
potential sales opportunities because departmentalized staff were unaware of
other CSAA products and services they could offer callers. To be more
competitive, a one stop shopping approach was embraced, whereby members could
call one person for virtually everything.
"The idea behind CSAA's OnLine Guide was to provide 'just in time' help at
the moment the service representative needs it," said Autumn Wagner, Project
Manager. "The challenge was how to diversify the workload without adding
staff or putting undue pressure on our existing staff. To do that, the users,
our employees, needed to be involved every step of the way," Wagner continued.
During each stage of development, front-line personnel gave input that
resulted in a user friendly format and maximized results.
CSAA's OnLine Guide & OnLine Guide Author (OLGA) was named as one of three
finalists in the Customer Service Category competing with Lawson Products,
Inc. and Hewlett-Packard Company. CSAA's new innovative system, developed in
partnership with Luminare Multimedia, Inc. and Robertson Associates, has also
received recognition from several other national and international societies
for benchmarking and best practice applications.
CSAA is the not-for-profit AAA-affiliated auto club providing travel,
insurance, financial and automotive consumer services to more than 3.7 million
members in northern and central California, Nevada and Utah.
For additional reference on 1997 Windows World Open: http://www.wwopen.com.
SOURCE California State Automobile Association
