Cross Country’s Instant Dispatch Solution Cited for CRM Excellence

Customized Software Solution Accelerating Dispatch of Assistance to Stranded Motorists Earns Cross Country CRM Award for Sixth Consecutive Year
 
MEDFORD, MASS., April 21, 2009 – Cross Country Automotive Services (Cross Country) announced today that the performance of its Instant Dispatch software has earned the company its sixth consecutive annual CRM Excellence Award from Technology Marketing Corporation’s (TMC) Customer Interaction Solutions® magazine. Since 1982, Customer Interaction Solutions has been the voice of the call/contact center, CRM and teleservices industries.

Cross Country (www.crosscountry-auto.com) is the largest provider of driver and vehicle assistance services in North America, which includes connected vehicle (telematics) services provided through its ATX Group (www.atxg.com)  business unit. Instant Dispatch was developed by Cross Country to significantly decrease the time it takes to locate and dispatch the towing and emergency roadside companies that provide help to a disabled vehicle by the side of the road, while capturing customer information and real-time vehicle data. By sending vital information directly to the towing company, Instant Dispatch results in service vehicles arriving at the scene of a disabled vehicle or a potential emergency situation an average of four minutes earlier. With Instant Dispatch, customer satisfaction has seen a significant increase, from 88% to 92%, as measured by survey data

CRM Excellence Award winners are selected on the basis of their product or service’s ability to help extend and expand the customer relationship to covering the entire enterprise and the entire lifetime of the customer. The award is based on quantitative evidence that demonstrates improvements the product has made in a client’s business.

“In today’s challenging business environment, retaining customer loyalty has never been more critical, particularly among automotive-related businesses,” said Charles Cavolina, Cross Country’s senior vice president of Service Delivery. “That’s why whether we’re operating programs with automobile manufacturers, dealerships or insurance carriers, we continually challenge our processes for improvements in customer loyalty and satisfaction, and increased repeat or new business for our clients.”

Already one of the largest voice and data response centers in North America providing personalized driver assistance services to more than 76 million customers, Cross Country’s CRM and vehicle relationship management (vRM) processes deliver to clients a seamless, multi-modal interface (via voice, customer and vehicle data and Web portals) between vehicle and vehicle owners, automobile dealerships, specialized content providers and emergency responders.