AAA Environmental committed themselves to providing environmental solutions
despite decreased margins and the need to trim staff. Reducing common inbound customer
inquiries which could no longer be handled by remaining staff was critical. Also needed was
consolidation of their data and the ability to provide environmental reporting for specific regulatory
requirements.
Upon the completion of an assessment it was determined a custom, web-based application
would best fit this customer both from a functionality perspective and a cost perspective. Baecore
developed a custom solution with role based security for the customer service portal allowing both internal
and external views. The application integrated directly with accounts receivable and payable eliminating
the need for double entry.
- Customers could log in and manage their information, view a transaction history, and print reports.
- Larger customers were able to see the history of individual offices providing drill-down visibility to the program’s success.
- Customer messaging allowed AAA to effectively communicate program changes and additions to customers easily.
- Internal reporting allowed staff to quickly determine the effectiveness of the program at their various customers.
- AAA Environmental was able to increase their processing volume by 100% during a personnel reduction from 5 staff to 2 staff.
- The growth and profitability of the company was up 35% in the first year.
- Inbound routine customer inquiries dropped by 60% allowing more time for staff to handle business growth and new customer requirements.
