CAA Contact Center Transformation Advisory

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Program Overview & Stakeholders

Establish the scope, sponsorship, and governance of CAA's contact center refresh initiative.

0/8 answered

A1Who is the executive sponsor for the contact center refresh program?*

A2Which CAA business units are in scope? (Select all that apply)*

Roadside Assistance

Home & Auto Insurance

Travel Services

Membership Services

Rewards & Loyalty

Maple Virtual Healthcare

Corporate / Shared Services

A3What is the primary driver for this initiative?*

A4Who are the key stakeholders and decision-makers? List names and roles.

A5What is the target go-live date or timeline for the new platform?

A6Is there an existing RFP or vendor evaluation process underway?

Yes — RFP issued

Yes — in planning

No — starting fresh

Unsure

A7What is the approved or estimated budget range for this initiative?

A8Describe the governance structure for this program (steering committee, PMO, etc.).

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