Primary Matters Signs Agreement with AAA
AAA selects Primary Matters as a Preferred Supplier
Tiburon, CA - February 19, 2003- Primary Matters, Inc., whose business impact analysis software products and services support budget and resource planning, total cost of ownership, return on investment analysis, scenario analysis and activity-based costing, announced today it has been selected by AAA as a preferred supplier. Under terms of the agreement, Primary Matters will provide The Primary Matters Guide™, activity based, content rich software that uncovers underlying costs of contact centers, to AAA and Canadian Automobile Association (CAA) clubs at a discounted price.
This agreement provides a premium tool to AAA and CAA clubs designed for understanding what drives costs in the contact center environment, while analyzing the impact of any change, initiative or investment.
The Guide is valuable to the association due to the importance of contact centers in delivering AAA and CAA automotive, travel, insurance and financial services. The Guide is useful in analyzing activity-based costs and projecting budgets in a call center intensive environment due to the call center specific pre-populated content.
Using The Guide, AAA and CAA clubs will be able to easily model the process steps within a call center and produce resource and budget reports that give a clear understanding of what activities and tasks drive the costs within the call center. Planned changes or investments can be run against this “baseline” to obtain a clear picture of the impact they will have on the call center.
In addition to calculating valuable results such as “cost per call,” The Guide provides detailed cost information on all work performed in the center, leading to significant insights into the total cost of supporting customer transactions. The Guide may be used in other areas as well. It can model any work environment where process steps are performed by a definable resource. .
Patty Kleinfeldt, Director, Quality and Education Services, AAA Automotive, explains “the tool offers AAA and Canadian Automobile Association clubs the ability to look at several different scenarios in determining budget and technology requirements, business opportunities and return on investment. The Guide is easy to use and can highlight opportunities in the call center environment that could save money or improve operations. Once we saw The Guide’s ability to provide data quickly and easily, we recognized the value this tool could offer our organization.”
Brian Hinton, Vice-President, Product Management, Primary Matters, is pleased with the agreement and further states, “ We had generated a great deal of interest with several AAA clubs about The Guide and its use with their call centers, back office functions, retail locations, and contractors. We realized we could offer better deals and faster, more customized service by coordinating The Guide’s purchase and use through a national agreement."
As North America's largest motoring and leisure travel organization, AAA provides nearly 46 million members with travel, insurance, financial and automotive-related services. Since it’s founding in 1902, the not-for-profit, fully tax-paying AAA has been a leader and an advocate for the safety and security of all travelers.
About Primary Matters, Inc.
Primary Matters, Inc. provides software products and services, which support business impact analysis that enables improved planning decisions in virtually any operationally intensive business environment. Its flagship product, The Primary Matters Guide™ is activity based, content rich software that uncovers underlying costs of corporate functions such as contact centers, sales groups, field organizations, technical support groups internal help desks, and any other operational function that is activity, task and resource based. With The Guide, business goals are linked to the resource requirements needed to meet these goals. For more information, contact Cate Eranthe of Primary Matters on (707) 833-1564.