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BOSTON - October 20, 2003 -- Cross Country Automotive Services (Cross Country), a leading provider of integrated vehicle and driver programs, and Kia Motors America, Inc. ( KMA) have unveiled the results of their two-year partnership and the subsequent award of a CRM Excellence Award from Customer Inter@ction Solutions magazine. The award and the results of the Kia Total Case Management program validate Cross Country’s commitment to delivering superior customer-centric service solutions that help Cross Country’s clients retain loyal customers and improve the bottom line.
Customer Inter@ction Solutions magazine’s CRM Excellence Awards honor companies based on their ability to be true customer relationship management (CRM) partners to their customers and clients. Each entry is evaluated on a specific case-study program submitted by the company and client. Cross Country continues to earn industry recognition for its work with Kia. After experiencing tremendous sales growth, Kia realized the potential benefits the company could derive from outsourcing its customer contact center operations to Cross Country. Immediately following the implementation of Cross Country’s Total Case Management (TCM) program - a customized contact center program empowering case specialists with a “one and done” approach to resolving vehicle owners’ concerns utilizing Kia’s newly-implemented case management software - Kia and their customers benefited from improved customer service and efficient issue resolution.
"Customer Inter@ction Solutions magazine implemented the CRM Excellence Awards as a way of commending the companies that have proven to be true CRM partners to their customers and clients,” said Nadji Tehrani, Chairman & CEO, Technology Marketing Corporation. “Cross Country has demonstrated to the editors of Customer Inter@ction Solutions that their products and services have substantially improved the processes of their clients’ businesses by streamlining and facilitating the flow of information needed for companies to retain their most precious asset...their customers."
Cross Country continues to lead the industry in adopting technologies and implementing methodologies that enhance its range of vehicle and driver programs. Through Cross Country’s Total Case Management program, all of Kia’s customer relations – from compliments to complaints - are handled by highly trained and experienced case managers. Following a uniform, “one and done” approach to addressing customer issues, case managers establish case ownership, develop and implement case resolution plans, and ensure customer satisfaction through involvement with customers, field personnel, and client management. By providing prompt, satisfactory resolution to their customers, Kia instills confidence in their brand and increases the likelihood of repeat purchases. Further, as Cross Country serves as a vital part of the Kia consumer affairs department, the program also provides a training ground for Kia employment openings.
"Delivering superior fault-proof customer service is a top priority for Cross Country," said Charles T. Cavolina, Vice President of Operations for Cross Country Automotive Services. "Our industry-leading employee training and adherence programs and technology investments have made our consumer affairs contact center among the industry's most advanced.”
Since the company's founding in 1972, Cross Country has successfully emerged as a leader in the industry. Cross Country has been recognized for its ability to deliver solutions that create broad value for organizations by increasing customer satisfaction and brand loyalty. For nearly 30 years, Cross Country has provided a variety of customer relationship management initiatives to more than half of all automotive manufacturers and property & casualty insurers. Cross Country’s client list includes DaimlerChrysler, Volvo, Hyundai, BMW, Kia, Liberty Mutual, and GMAC Mortgage.
About Kia
Kia Motors America is the U.S. sales, marketing and service arm of Kia Motors Corp. in Seoul, Korea. The full line of Kia models, including the Sorento midsize SUV, Sedona minivan, Optima midsize sedan, Spectra compact sedan and five-door hatchback, as well as the Rio subcompact sedan and Rio Cinco five-door wagon, are available at more than 600 retailers nationwide. For more information, visit www.kiamedia.com.
About TMC™
Since 1972, Technology Marketing Corporation (TMC™) has produced industry-leading trade magazines and events focused on technology and telecommunications. TMC™ publishes two magazines: Customer Inter@ction Solutions™ and Internet Telephony® , two online publications, Planet PDA™ Magazine and BiometriTech™ Magazine, and a series of e-mail newsletters. TMC™ is also the first publisher to test new products in its own on-site laboratories, TMC Labs™, and provide factual and unbiased product reviews. TMC also produces INTERNET TELEPHONY® Conference & Expo, Planet PDA®: The Enterprise PDA Event and BiometriTech Conference & Expo. TMCnet.com publishes more than 25 topical online newsletters. For more information about TMC, visit www.tmcnet.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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