FIELD REPORT
Road Map
cloud to the
How AAA Western and Central New York used cloud technology to plot a winning course for its future
hen a call comes in to AAA Western and Central New York, it may not just be member satisfaction that is on the line. It could be the health and safety of the member, as well. Because of AAA’s promise of emergency roadside assistance 24/7/365, it is critical that the company’s technology perform reliably all the time. In addition to roadside assistance, AAA Western and Central New York offers a multitude of other services to its 860,000 members: directions, travel booking and travel advice, insurance, and more. The company’s 16 branch offices rely on its technology infrastructure to keep them connected and delivering world-class service. 10
Spring 2014
THE STARTING POINT: RELIABILITY In the late 2000s, that infrastructure, along with all of the company’s applications, was supported internally by its own data center. But while business was growing, the technology platform was aging. “I think it’s a problem for a lot of companies,” says Joe McLaughlin, vice president of information technology. “The business gets ahead of the technology, because technology represents cost. We were at a point where our reliability was, in my mind, threatened.” “Our technology environment is complex,” explains Frank D’Arrigo, director of technology and support.
