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MEDFORD, MA – August 20, 2007 — Cross Country Automotive Services (Cross Country), a leading provider of vehicle and driver programs, including its flagship roadside assistance service, announced today that it has been honored with the 2007 CRM Excellence Award from Customer Inter@ction Solutions Magazine for the 4th consecutive year, and International Quality and Productivity Center’s (IQPC) Best Use of Technology Award. The editors of Customer Inter@ction Solutions selected Cross Country for its new service delivery platform that has substantially improved the contact handling process by streamlining and facilitating the flow of information between the company and its customers. IQPC also recognized Cross Country for its customer service delivery platform, highlighting specifically Cross Country’s use of enabling technologies.
Cross Country has long been recognized as a leader in providing “best of breed” customer service. Cross Country is constantly pursuing new and innovative ways to use process excellence and technology to increase customer satisfaction. Cross Country recently implemented a new and proprietary universal contact center application throughout its four contact centers. This state-of-the-art CRM platform - which features proven operational processes and technologies resulting from the company’s more than 35 years in the customer service industry - enables effective call-routing strategies across all contact center locations. The innovative platform has increased Call Center employee satisfaction, increased customer satisfaction and enables Cross Country to continue to deliver world-class customer service. The platform features technologies such as GIS, POI, and mobile technologies that allow Cross Country to quickly respond to customer’s needs. The platform features a portfolio of more than 50 unique integrated web services, a managed enterprise data warehouse hosting terabytes of information and a continuous availability. State-of-the-art technology based on the Microsoft.Net development environment and Oracle 10 database technology -- a web-based, services oriented architecture (SOA) that enables simplified integration.
“We are truly honored to be recognized by both Customer Inter@ction Solutions Magazine and the IQPC. This industry recognition underscores our commitment to adopting new technologies that improve processes and increase customer satisfaction,” said Mark Carbrey, Chief Information Officer of Cross Country Automotive Services. “The implementation of our new platform has enabled us to respond to customer requests for assistance more quickly and efficiently, with the flexibility to tailor programs to specific client needs and integrate new services and partners on demand. The flexibility of this platform is critical to implementing more complex and market-leading applications such as telematics and location-based services.”
Since the company’s founding in 1972, Cross Country has been recognized for its ability to deliver solutions that create broad value for organizations by increasing customer satisfaction and brand loyalty. Cross Country serves the automotive, insurance, and diversified markets with a client list that includes GM, Nissan/Infiniti, Volvo, Liberty Mutual, and GMAC Mortgage.
About CUSTOMER INTER@CTION Solutions Magazine
CUSTOMER INTER@CTION Solutions Magazine is written for executives in all industries who are seeking practical solutions to contact center issues, such as technologies, direct marketing techniques, human resources, and current industry news.
About Cross Country Automotive Services
Headquartered in Medford, Massachusetts, Cross Country Automotive Services ( www.crosscountry-auto.com ) 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 75 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 North America.
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