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DALLAS, BOSTON - May 14, 2001 Cross Country Automotive Services (CCAS) today introduced its Closed Loop Technology, which has been incorporated as a core element of the company's Roadside Assistance Program. Powered by InterVoice-Brite's (Nasdaq: INTV) OneVoice - a call automation platform with text-to-speech technology - CCAS' dispatch system now automatically follows up with drivers requesting roadside assistance to let them know that help is on the way, as well as ensure that a tow truck, locksmith or mechanic has arrived as promised.
The Closed Loop Technology is yet another customer relationship management (CRM) tool CCAS offers its clients - which include: American Honda Motor Co., Inc.; BMW of North America, Inc.; DaimlerChrysler Corporation and Farmers Insurance Group, among others - to ensure that their customers receive the best roadside assistance service available, and that they are kept informed while waiting for a tow truck, locksmith or mechanic after contacting CCAS' Roadside Assistance Contact Center. "When a Farmers driver needs roadside assistance, it is imperative that he or she be made confident that help will arrive on schedule and as promised," says George Bahls, Home Office Claims Manager - Vendor Management at Farmers Insurance Group. -- more -- "It's because of technological innovations such as the Closed Loop Technology that we've contracted our roadside assistance to CCAS for more than 7 years."
After receiving a roadside assistance request and dispatching service, CCAS' Closed Loop Technology uses InterVoice-Brite's text-to-speech software to retrieve information from the CCAS dispatch database and interpret the roadside assistance service provider's name and estimated time of arrival (ETA). The OneVoice platform then automatically calls the motorist with the information, and reads the information following a scripted message that is consistent with the CCAS client's branding strategy. Once the ETA has lapsed, InterVoice-Brite's system contacts the driver one more time to ask whether or not service was received. If a tow truck or other service is late, or if the driver needs further assistance, drivers can use touchtone or voice commands to transfer to a CCAS customer service associate. All ETA data collected by the Closed Loop Technology is then incorporated into the Argosi.net'sSM Service Performance Center, a feature on CCAS' online business portal that evaluates roadside assistance providers' ability to meet prescribed customer service objectives.
"Cross Country's Closed Loop Technology is just one more way that we're instilling clients' confidence in our roadside assistance programs by making sure their customers receive the best service possible," said Michael A. Saxton, CCAS's President and CEO. "CCAS is only just beginning to utilize InterVoice-Brite's call automation technologies into our systems; there is more to come. As we have done for nearly 30 years through our roadside and telematics CRM offerings, CCAS will continue to develop and implement technologies that strengthen our clients' relationships with their customers."
"There's nothing worse than waiting for a tow truck and wondering if it will ever arrive, and CCAS' Closed Loop Technology is the perfect use of our OneVoice system," said Bob Ritchey, President of iVB Enterprise Solutions. "I believe this service is what motorists have been waiting for. They won't have to worry anymore because the automated system will call them back to make sure help has arrived. When you're stuck on the side of the road, it can't get any better than that.
"Since 1972, CCAS has provided a variety of customer relationship management initiatives to clients, which include half of all automobile manufacturers and importers/distributors, half of the top property-casualty insurance companies, leading wireless carriers, financial institutions, affinity groups and other organizations.
About InterVoice-Brite
iVB Enterprise Solutions, a division of InterVoice-Brite, Inc., has more than 15 years experience in the development and deployment of speech and call automation solutions serving millions of enterprises' customers worldwide. The Company has implemented speech-driven applications for travel and flight information, banking-by-phone, stock quotes and trading, hospital and pharmaceutical call directors, customer service and many more service applications. Products from iVB Enterprise Solutions are deployed to extend market reach, reduce costs and boost overall customer satisfaction. In addition, iVB Enterprise Solutions operates as a communications application service provider (ASP), providing products and services to enterprises ranging from monitoring and surveillance, disaster recovery, overflow ports and application hosting, with optional levels of support and lowered commitment to infrastructure expenditures. For more information about iVB Enterprise Solutions, visit our website at www.intervoice-brite.com.
About Cross Country Automotive Services
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.
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