AAA: AI Lead-to-Quote
About AAA:
AAA Mountain West Group serves members across four business lines - smart home security, insurance, auto repair, and roadside assistance - and is modernizing the Salesforce platform that runs sales and service for all of them. The work touches sales, service, marketing, operations, field technicians, finance, and warehouse and logistics teams across the organization.
Business Impact:
AI Quoting: Built a production Agentforce agent that turns a manual, multi-step quoting process into a single prompt. Used by 500+ sales team members, it builds the quote for them, including recommended products, cutting quote creation time by 90%. Closed deals quoted through the agent averaged a 23% higher sale price than deals quoted without it.
Sales Efficiency: Cut residential lead-to-quote from 20 screens to 4 on CPQ, making it 42% faster, with member details auto-filled from AAA’s membership lookup.
Revenue Operations: Leading the move from legacy CPQ to Revenue Cloud Advanced, from migrating commercial DocuSign contracts onto Revenue Cloud quote objects to letting members run their own soft credit check from the quote email.
Pricing & Product Rules: Built once in Revenue Cloud and applied everywhere - add a smart home camera and the matching hub comes with it, professional installation adds the labor charge, and over four cameras adds the monitoring charge Alarm.com passes on to AAA. The same rules drive quotes in Sales Cloud and Field Service Lightning, so technicians on site can re-quote changes, like an extra camera or a doorbell cam instead of a mounted one, with the same pricing and promos - nothing built twice. Out-of-the-box promotions arrive in the next release, expected to make discounts easier to run.
Service: Implemented Genesys inside Salesforce through CX Cloud, bringing customer details front and center whenever sales and support teams make or receive a call - all the info and context they need at their fingertips.
Finance: Designed automated SMS payment reminders with payment links across Salesforce, Apigee, GCP, and Fiserv, plus automatic collections cases at 31 days past due.
Marketing: Cleaned up 170,000+ duplicate leads and added campaign attribution tracking for Google and Meta.
Delivery Leadership: Run intake and delivery for the Salesforce team across all four business lines, with priority tiers, a discovery step before sprint planning, UAT sign-off before weekly releases, and one executive dashboard for leadership.