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BOSTON - October 16, 2002 -- Cross Country Automotive Services (Cross Country) today announced that Hyundai Motor America (HMA) has selected their Total Case Management (TCM) program, an outsourced consumer affairs service through which Cross Country employed case managers are empowered to assist Hyundai vehicle owners. To serve HMA in meeting the needs of its rapidly growing customer base, CCAS will develop and implement a comprehensive consumer affairs program that will not only address customer issues, but also enhance Hyundai's ability to improve communications with customers and dealers, reduce expenses associated with escalated customer calls, and improve overall customer satisfaction.
Designed to meet the consumer affairs needs of automotive OEMs and allied industries, Cross Country's TCM service is built upon the company's "one-and-done" commitment in which owners need only to make a single phone call to Cross Country and the company's customer service professionals will work to deliver a satisfactory result. Since the launch of the program in late 2001, the program has been adopted by other auto distributors in addition to the recent decision by HMA.
"This is a time of tremendous growth for Hyundai and we are pleased to again partner with Cross Country to deliver best in class customer services," said Chuck Halper, Vice President of Service for Hyundai. "Since beginning our relationship in the 1980's, Cross Country has demonstrated its ability to enhance customer satisfaction by delivering best in class emergency roadside and customer service programs and we are confident they will continue to meet the needs of Hyundai and our customers as the company continues to grow and evolve. By allowing Cross Country's trained professionals to address Hyundai's customer inquiries, we are better able to concentrate on our core competencies, including high quality value oriented vehicles and superior after sale service."
Cross Country will implement Hyundai's TCM program by forming a working relationship with HMA and jointly developing a rigorous training program, in which Cross Country case managers are educated on Hyundai's policies, procedures, and practices in order to expertly address Hyundai's customer needs and concerns.
In the event of a Hyundai customer issue or concern, the vehicle owner places a call to a Cross Country case manager, who is responsible for assessing the customer's issue. During the process, case managers follow a consistent approach in fielding, managing, and resolving customer issues. Also, Cross Country case managers can offer Hyundai a better understanding of customer's needs.
"We are pleased to have been selected by Hyundai to implement our TCM program," said Michael Saxton, President of Cross Country Automotive Services. "Cross Country understands that the key to a successful consumer affairs program is that case management professionals are held accountable for resolving vehicle owners' concerns. In our nearly 30 years in business, we have found that our ability to resolve owners' issues promptly and effectively improve their brand loyalty, boosting customer retention and ultimately improving the OEMs' bottom line."
About Hyundai Motors America
Hyundai Motor America, headquartered in Fountain Valley, Calif., is a subsidiary of Hyundai Motor Company of Korea. Hyundai cars and sport utility vehicles are distributed in the U.S. by Hyundai Motor America and are sold and serviced by more than 575 dealerships nationwide.
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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