Last month AAA made some enhancements on how we communicate billing to your customers. To further improve the customer experience we collaborated with a company called Relay to launch a text messaging program. These text messages are set up to deliver 2 separate messages to your customers.
- First message is to notify them that their bill is on the way and they should receive it in their mailboxes soon.
- The second text message will be delivered to any of your customers with a message that their payment is due in one day.
Both messages allows your customer to log into the account management portal to pay their bill or alert AAA that a payment has been mailed.
Since these text messages are transactional, your customers require no opt-in.
Why did AAA do this?
The goal of the program is to accomplish the following:
- Increase retention by decreasing non-pay cancellations.
- Decrease complaints about delayed invoices
Here is an example of what your customers will see on their phones when they receive the text message: