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Expanding the IT Help Desk to Streamline the Business

AAA North East achieved Simplicity, Standardization and Improved Member Satisfaction by implementing BOSSDesk ITSM on the Cloud.


AAA Northeast serves 5.8 Million members in Connecticut, Massachusetts, New York and Rhode Island. The company has 3,300 employees, 7 Call Centers, 16 Driving Schools, 11 Fleet locations, 65 branch locations, and more than 165 Support Technicians.


AAA Northeast searched for a Help Desk solution that in addition to managing IT service requests, could also be expanded to support other business lines such as Automotive Services, Driving Schools and other internal departments including Human Resources and Facilities. To ensure that the company provided the best service for members any solution had to be very simple for users and could be standardized across the business lines.


BOSSDesk was selected because of the integrated service desk capability and a Service Catalog with an award winning user-friendly interface. It has been successfully implemented across many business lines and internal departments and using the BOSSDesk API, integrated with other systems such as SharePoint.


With BOSSDesk, AAA Northeast has seen significant time reduction and improved efficiency combined with faster responses and faster resolution resulting in improved member satisfaction.


“In collaboration with BOSS we were able to expand the Help Desk internally and streamlined operations in the business lines.”

David Coté - IT Project Manager at AAA Northeast


Watch the webinar with David to learn more:



Utilizing BOSSDesk, AAA Northeast created a Service Catalog that addresses the service management requirements of the following business lines and internal departments: