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BOSTON - October 1, 2002 -- Cross Country Automotive Services (Cross Country), a leading provider of integrated vehicle and driver programs, including emergency roadside assistance, telematics services, consumer affairs handling, and direct marketing services, today celebrates its thirty-year anniversary. The company's heritage in providing safety and security services, combined with its unparalleled competencies in network management, contact center operations, customer relationship management services, and technology integration, enable Cross Country to deliver fast, accurate, and quality service to motorists in need. In its three decades, the company has charted three courses of achievement: providing substantial value to the consumer through award-winning service delivery; maintaining and enhancing brand loyalty for clients through high quality, innovative, and customized product solutions; and supporting a critical need for industries who serve mobile consumers. Since the company's founding in 1972, Cross Country has successfully emerged as the leader in the industry, evidenced by their impressive client list of 50% of all automotive brands, nearly 50% of top Property & Casualty insurers, and leading financial services and affinity groups, including DaimlerChrysler, Volvo, Hyundai Motor America, Kia Motors, Liberty Mutual, GMAC Mortgage, among others.
"It is truly amazing to pause and reflect on the evolution and success of Cross Country. Turning thirty puts us in elite company with other businesses that have built upon a core foundation of customer value," said Michael Saxton, President of Cross Country. "We're proud to have grown from providing roadside assistance to be the leading provider of vehicle and driver programs today. Through the dedication and vision of our employees, we will continue to evolve, innovate, and deliver solutions that create broad value for an organization; increasing customer satisfaction, brand loyalty, and revenue generation."
Cross Country's Offerings: Representing an Array of Established, Growth, and Emerging Business Opportunities
Led by a seasoned management team representing significant industry and functional expertise focused on technology investment, process improvement, and product innovation, the company has built upon the success of its original roadside assistance program and today has evolved to offer services through four primary business lines, including emergency roadside assistance, telematics services, consumer affairs, and direct marketing.
Cross Country's emergency roadside assistance program is offered to automotive OEMs, Property & Casualty insurers, and other leading organizations on a private-label basis. Cross Country's roadside assistance program offers peace-of-mind to clients' customers traveling anywhere in North America by delivering services through knowledgeable, professional customer service specialists and a network of over 30,000 service providers. Cross Country's telematics services comprise safety and security-based solutions that combine the power of wireless communication, location-based technology, and vehicle systems monitoring capabilities. Cross Country's telematics offerings include location-enabled roadside assistance, mayday services, theft and alarm tracking and notification, vehicle systems monitoring and reporting capabilities, portal management, navigation assistance, traffic, turn-by-turn directions and other lifestyle services to automotive OEMs. Through its consumer affairs programs, Cross Country develops customized solutions to address specific client-driven needs. Cross Country's solutions span full service telephone, direct link web site, and sophisticated e-mail contact handling, recall campaign management, turnkey sales and service follow-up surveys, as well as the company's highly successful Total Case Management program. Cross Country's direct marketing services business line markets auto club memberships directly to consumers on an affinity basis to build brand awareness and generate revenue using direct mail, inbound/outbound telemarketing, and the Internet.
Since the formation of the company, superior customer service has been a top priority for Cross Country. The company's industry-leading employee training and adherence programs, as well as technology investments, have made its contact centers among the industry's most advanced with more than 1,500 associates assisting customers 24 hours a day, 365 days a year in four geographically dispersed contact centers. For the last two consecutive years, Cross Country has been awarded with the ATSI Award of Excellence. Cross Country was also awarded the 2001 MVP Quality Award from CUSTOMER INTER@CTION Solutions magazine. Such commendation underscores Cross Country's commitment to providing unmatched customer service to their clients and their over 40 million customers.
Cross Country – Leading the Future of Vehicle and Driver Programs
This past summer, Cross Country was selected to be the exclusive telematics provider for Ford Motor Company's Enhanced Crash Notification Safety Pilot Program. For the purposes of this program, Cross Country developed and deployed an industry-first telematics solution, enabling the transfer of voice and data communications into the existing 9-1-1 emergency network. Cross Country's innovation and technology investments will enable the company to continue to deliver next-generation services through advanced wireless and location-based technologies that enable fast, accurate service delivery, enhanced data-mining and analysis capabilities that identify unique marketing opportunities, and customized product offerings that complement brand expectations.
"We are inspired by the milestones Cross Country has achieved and we are in a unique position to leverage our success and break new ground in the future," said Peter Van Alstine, Vice President of Product Management and Marketing. "We are energized about the next-generation of Cross Country and we will continue to build upon the innovations that have taken us this far."
Headquartered in Medford, Massachusetts, Cross Country Automotive Services is a leading provider of integrated vehicle and driver programs in North America. Over 1,800 Cross Country employees serve more than 100 corporate clients and their more than 40 million customers each year. Cross Country Automotive Services is a member of The Cross Country Group, one of the largest privately held providers of customer service programs in the United States. For additional information on Cross Country Automotive Services, please visit their Web site at www.crosscountry-auto.com. |
