CUSTOMER STORY
Auto Club Group Stabilized Business Operations by Identifying High Turnover in Business-Critical Roles
Auto Club Group leveraged Visier to turn talent data into business results. By cutting turnover and improving insights, they boosted operational efficiency and customer service quality, enabling strategic, proactive planning.
INDUSTRY
Insurance
HEADQUARTERS
Dearborn, Michigan, USA
EMPLOYEES
10,000+
Auto Club Group (ACG) is a leading AAA subsidiary serving over 13 million members in North America with insurance, roadside assistance, and travel services.
With Visier's people analytics solutions, The Auto Club Group has:
Stabilized business operations
Reduced turnover in critical roles
Improved manager effectiveness
THE CHALLENGE
High turnover in customer-facing and operational roles jeopardized service quality and business continuity
By 2018, Auto Club Group recognized that talent instability in certain key roles was having a direct, negative impact on their ability to serve customers efficiently and maintain smooth operations. High turnover in these positions wasn't merely an HR metric; it translated into longer service times, potential decreases in customer satisfaction, and strain on teams trying to cover gaps. These were roles foundational to delivering on their customer promise and keeping the business running effectively.
Pinpointing the roles most susceptible to turnover and gaining insight into the root causes of this instability was a significant hurdle. The business lacked the predictive visibility required to anticipate and prevent talent-related disruptions that could impact service delivery and operational performance. They needed a solution that could provide the data and insights necessary to protect key business functions from talent risks. This is why they turned to Visier.
"People analytics is not just an HR concern, it's an organizational concern. It starts with your employees. So if I have a better understanding of what my employees are experiencing and how they're interacting, it can have a positive impact on the organization.”
Brittani Whitney
HR Optimization Manager, Auto Club Group
THE SOLUTION
Gaining data-driven visibility into operational talent risks
Auto Club Group needed a way to move beyond simply tracking HR metrics to tackle the challenge of talent gaps impacting customer service and operational efficiency. They required a solution that could connect workforce data directly to operational outcomes. Using Visier, they gained a single source of truth that allowed them to deeply analyze the roles vital to service delivery and operational flow.
Visier's platform enabled them to look beyond surface-level turnover rates within these key positions. They could examine factors like average tenure (revealing potential inexperience impacting service quality) and performance rating distributions within these roles (highlighting potential links between talent quality and operational output). This provided crucial data points that explained why certain operational areas or service functions were experiencing difficulties.
This detailed, business-contextualized analysis allowed ACG to pinpoint exactly which roles and which underlying talent dynamics were contributing most significantly to service delays or operational inefficiencies. They gained the data-driven insight needed to understand the root causes of these business disruptions and identify the most impactful areas for intervention, moving from simply seeing turnover to understanding its tangible impact on their operations and customer experience.
THE OUTCOME
Targeted talent strategies lead to better operational efficiency and improved customer experience
By leveraging the deep business insights provided by Visier, Auto Club Group was able to translate workforce data into tangible improvements in operations and customer experience.
Using data points from Visier, ACG developed a model to identify roles most critical not just for HR, but for maintaining key business functions, specifically customer service and operational flow. Focusing on these top roles, they conducted targeted compensation analysis and gathered engagement feedback. This proactive, data-driven approach allowed ACG to address potential talent risks before they disrupted service or operations. As a direct result, the organization achieved a significant decrease in turnover within these crucial positions. This reduction in talent churn directly contributed to greater consistency in service delivery, reduced operational delays, and improved team productivity in areas vital to the business.
"We want to ensure our managers are happy because they are essential to our organization. The concept of burden management is just one of the many ways Visier has helped us gain a better understanding of our workforce."
Brittani Whitney
HR Optimization Manager, Auto Club Group
Helping managers be more effective
Visier provided visibility into the factors impacting manager effectiveness, enabling ACG to better support the leaders overseeing customer-facing and operational teams. By analyzing manager responsibilities and team structures (such as direct report count and seniority), ACG could identify leaders who might be facing excessive burden. This allowed senior leadership to implement targeted support strategies, which in turn helped these managers lead their teams more effectively. This ultimately contributed to more engaged and productive teams capable of delivering higher-quality service and maintaining operational standards critical to the business's success.
Minimizing business disruption by predicting future talent needs
Crucially, ACG also gained the ability to proactively manage future talent needs. By implementing Visier People® Talent Acquisition, the organization gained powerful insights into its internal recruitment pipeline. They can now accurately predict key recruitment metrics, such as the typical time required to backfill specific roles. This predictive foresight allows ACG to initiate recruitment efforts well in advance of a vacancy occurring, ensuring essential operational and service roles are filled swiftly to maintain continuity and efficiency.
"It's been very helpful for our TA team to better tell their story about all the work that their recruiters are doing. Because sometimes it's not understood. And the difference is monumental. If I know this position is hard to fill and typically takes 90 days to fill this position, I need to start planning now. Or if I know someone will be retiring soon, I can be prepared."
Brittani Whitney
HR Optimization Manager, Auto Club Group
Learn how Visier is transforming workforce productivity at top global companies
Meet Visier's Workforce AI Solutions
Discover how Visier’s AI-powered solutions give you a Workforce AI Edge—unlocking the full potential of your people and organization.
Maximizing Workforce Productivity & Performance: The Role of AI
Discover how AI-powered workforce intelligence boosts productivity, reduces inefficiencies, and drives business impact.
5 Trends for 2025: Embracing the AI-Driven Workforce
This report equips business leaders with the insights and strategies needed to lead their organizations confidently into an AI-enabled future.
About Visier
Visier is the recognized global leader in people analytics, workforce and compensation planning, embedded solutions, and GenAI for people answers. At the core of Visier’s innovations is a simple premise: People impact is business impact, and you can’t manage what you don’t measure. Visier gives people-powered organizations the tools and insights to drive productivity, performance, and business outcomes through people impact. Founded in 2010 by the pioneers of business intelligence, Visier has over 65,000 customers in 75 countries, including enterprises like BASF, Panasonic, Experian, Amgen, eBay, Ford Motor Company, and more. Visier is headquartered in Vancouver, BC with offices and team members worldwide.
For more information, visit visier.com