✦ CUSTOMER SUCCESS STORY
AAA Auto Club Enterprises Turns Communications into Moments of Care
By transforming the way communications are created and delivered, ACE gave employees the agility to provide faster, clearer, and more compassionate support when members needed it most.
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Impact at a glance
20X Faster
Communication Performance
Improved transaction speeds after migrating to the Conversation Cloud™.
3 Months
to Cloud Modernization
Completed SmartCOMM cloud migration, accelerating time-to-value across the business.
Legacy Replacement
OpenText Exstream & CLIP
Modernized aging communication infrastructure.
Faster Response
at Critical Moments
Empowered adjusters to personalize comms when members needed it most.
About AAA Auto Club Enterprises
AAA Auto Club Enterprises (ACE) is one of the largest membership and insurance organizations in North America, serving millions of members across insurance, roadside assistance, travel, and financial services.
Built on a longstanding commitment to trust, reliability, and service, ACE helps members navigate both everyday needs and unexpected moments with confidence. From roadside emergencies to catastrophe response, the organization is focused on delivering fast, clear, and human-centered support when it matters most.
Location
United States
Industry
Insurance
Products
SmartIQ
SmartCOMM
Integrations
Guidewire Cloud
The Journey to success
When Members Need You Most
When members reach out during a catastrophic event, they're not thinking about your systems or workflows. They're looking for reassurance. Clear Answers. A sense that someone is there to help.
For ACE, delivering that experience has always mattered deeply. But as catastrophe events became more frequent and customer expectations continued to evolve, the organization recognized that legacy communication systems were making it harder to respond with the speed and and flexibility those moments demanded.
Manual processes, aging infrastructure, and disconnected workflows created friction behind the scenes, slowing communications and placing additional pressure on employees during already high-stress situations.
At the same time, teams were spending valuable time navigating operational complexity instead of focusing on the people who needed support most.
ACE knew the experience had to improve. Not just for members, but for the employees working tirelessly behind every interaction.
Because in critical moments, communication becomes more than information.
It becomes reassurance. Guidance. Care.
Legacy Communication Systems Slowed Response
Manual Processes Increased Pressure on Teams
Members Needed Faster, Clearer Updates
Catastrophe Response Demanded Greater Agility
"People aren't calling with a plan. They're looking for clarity. Next steps."
"What matters most in that moment is being there for our member."
Johnny Thornton, National Catastrophe Manager, ACE
Designed to Adapt Under Pressure
As part of its broader digital transformation initiative with Guidewire Cloud, ACE modernized its communication ecosystem by replacing OpenText Exstream workflows and CLIP (their homegrown claims system) with SmartCOMM, creating a more agile, cloud-native foundation for member communications.
The transformation helped simplify and standardize communication workflows across the organization while giving teams the ability to adapt more quickly during catastrophe response scenarios. With SmartCOMM integrated directly into Guidewire Cloud, communications could be generated faster, delivered more efficiently, and tailored to the needs of each situation.
Just as importantly, SmartCOMM gave ACE the flexibility to communicate with members the way they preferred, helping ensure important updates and next steps remained accessible during stressful and often unpredictable situations.
For claims teams, the impact was immediate. Automation and streamlined workflows reduced the time spent manually creating letters and processing communications, so adjusters could spend more time supporting members directly.
By reducing friction behind the scenes, ACE created a communication experience designed not just for operational efficiency but for clarity, responsiveness, and human connection in times of crisis.
Integration with Guidewire
- Claims Correspondence from Guidewire Cloud
- Policy Packages from Guidewire PolicyCenter
- Billing and statements from Guidewire Billing Center
Transform Your Claims Processes Today
Learn how the Conversation Cloud™ connects communications, data, and workflows to improve experiences.
Outcomes and Impact
- Achieved more than 20x faster communication transaction speeds across claims and member communications
- Completed SmartCOMM cloud migration in just 3 months, accelerating enterprise modernization efforts
- Enabled adjustors to generate and personalize communications significantly faster during catastrophe response situations
- Replaced legacy communication workflows across OpenText Exstream and CLIP with a more agile cloud-native foundation
- Improved communication agility and responsiveness through automated, streamlined workflows and digital delivery capabilities
- Reduced operational friction for employees, allowing teams to focus more time on supporting members during critical moments
Ready for What Comes Next
For ACE, modernization was never just about improving communications for today. It was about creating a foundation that could continue evolving alongside member expectations, business needs, and the realities of catastrophe response.
Today, ACE leverages SmartCOMM across claims, policy, and billing communications, supporting correspondence generated through Guidewire ClaimCenter, PolicyCenter, and BillingCenter with faster, more connected workflows across the organization.
But the transformation is continuing to expand. With SmartPATH™ set to launch across the enterprise, ACE is evolving toward even more proactive and connected member experiences through real-time notifications and digital engagement journeys. The organization plans to use SmartPATH to notify members when important documents are available within their portal, while also enabling digital delivery of key communications directly through email when appropriate.
Together, SmartCOMM and SmartPATH will help ACE create a more responsive communication ecosystem designed to scale across the enterprise while simplifying experiences for both employees and members.
As customer expectations continue to evolve, ACE remains focused on what matters most: delivering clear, timely, and human-centered communication that helps members feel supported and cared for.
"We're now operating in a space where innovation is not just possible, it's exciting. This project has opened the door to a new era of agility and creativity for our teams."
Valerie Labarba, Head of Technology and Transformation, AAA SoCal
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