Mazda and Who's Calling Announce Mazda TouchPoint Service Enabling Dealers to Increase Customer Loyalty and Sales

KIRKLAND, Wash., Sept. 15 -- Who's Calling, a leading managed solutions provider, and Mazda North American Operations today announced Mazda TouchPoint, a unique customer follow-up and reporting service developed jointly by both companies to increase sales, boost customer satisfaction, lower marketing costs and enhance profitability for participating Mazda dealers nationwide.

Mazda TouchPoint, a turnkey customer contact solution is offered in five packages: Basic, DIY, Plus, Pro or Premium and provides dealers with immediate, measured results about their customer's sales and service experience. Mazda TouchPoint enables dealers to identify whether a customer is satisfied or if the customer needs additional follow-up to quickly resolve an issue. By delivering a higher level of post service and sales follow-up, Mazda TouchPoint has been proven to increase customer satisfaction, resulting in both increased customer loyalty and sales.

Mike Rocchi, Dealer Principal/ Owner of Faulkner Mazda and Chairman, Mazda National Dealer Advisory Council said, "The Mazda TouchPoint service is highly responsive and has allowed us to identify shortcomings with our internal processes to keep our finger on the pulse of the business. The immediate customer feedback has allowed us to consistently meet or exceed customer expectations every time our vehicles are delivered or serviced. Additionally we are maximizing every opportunity to build owner loyalty and drive incremental business, especially through capturing email addresses during the follow-up process. This solution is a winner in all aspects -- you see the benefits right away."

Mazda TouchPoint

Within 72 hours of every sale or service transaction, Who's Calling's Customer Service Representatives (CSR) conduct a follow-up survey via email or phone with each Mazda customer. Customer contact information, call recording (if applicable), and responses are recorded and stored securely in the Who's Calling database. Who's Calling then organizes the information into detailed reports, which are emailed to the dealer. The dealer can use the information to improve their customer relationship management skills and processes.

Do-It-Yourself Module

A unique component of the Mazda TouchPoint program is the Do-It-Yourself (DIY) Module, a self-service application that gives the Mazda dealers exclusive control over their post- sales and service follow up activities. The DIY Module is a secure web-based application, which allows around-the- clock access for any number of users assigned by the Mazda dealer. Like TouchPoint, the DIY Module provides dealers with Winner Circle compliance reporting, along with reports to benchmark survey results against other Mazda dealers.

Because email surveys cost significantly less than phone surveys, collecting customer email addresses during the follow-up process and using them in conjunction with the DIY Module helps dealers lower the cost of obtaining customer surveys over time. Additionally, DIY email notifications ensure that dealership management receives immediate responses via email, notifying them of survey scores that may require follow-up.

Shaun Del Grande, President of Oak Tree Mazda & Almaden Mazda said, "Mazda TouchPoint's Do-It-Yourself solution has been a great tool to help us organize, track and effectively follow-up on customer concerns and most importantly provide us with real-time complaint resolution -- it is exactly what we have been looking for to enhance our Customer Care Department. It has made our entire follow-up process much more complete. I would highly recommend that any dealer check out this application and find out if it's right for their team."

Real-Time Survey Results

Mazda TouchPoint results are classified into one of three categories: Dealer Compliment, Business Opportunity, or Customer Alert, to help dealers easily assess the information and determine the appropriate course of action. Summary reports are also available online on the Mazda TouchPoint page of the MXConnect site to help dealers recognize, respond and correct any problem trends in their dealership.

"Who's Calling is delighted to have partnered with Mazda to develop the Mazda TouchPoint service, which is already benefiting Mazda dealers nationwide," said Stuart DePina, CEO of Who's Calling. "By providing real-time insight into their sales and service follow-up process, Mazda TouchPoint allows for accurate and timely evaluation of sales and service so that dealers can improve their CSI and increase brand loyalty."

  Benefits of Mazda TouchPoint
   * A turnkey customer contact solution
   * Increases customer satisfaction and loyalty-leading to repeat business
     and client referrals
   * Provides an early warning system for at-risk customers
   * Ensures long-term success by pinpointing both positive and negative
     trends in customer experiences
   * Provides timely, accurate and usable customer intelligence

  About Who's Calling

Founded in 1998, Who's Calling, Inc. is privately held, and a leading provider of managed services that overcome sales transaction obstacles with hard-hitting, strategic services that deliver immediate measurable results. Who's Calling pairs patented measurement and monitoring technology, sales and lead management services, call recording and monitoring, Web-based and personal staff training, and marketing services with research and results- driven methodology to increase sales transaction effectiveness and improve customer satisfaction for businesses nationwide. Who's Calling's North American client base encompasses more than 5,000 customers across 50 different industries. Clients include industry leaders such as Mazda North American Operations, AutoTrader.com, Hendrick Automotive, Lasik Eye Centers, Wells Fargo, Audi of America, Mercedes Benz USA, Yellow Book USA, Chicago Tribune, Los Angeles Times, Sears, duPont Registry and Mitsubishi Motors. For more information about Who's Calling please visit http://www.whoscalling.com/ or 1.866.281.1000.

About Mazda North American Operations

Mazda North American Operations is responsible for the sales and marketing, customer parts and service support of Mazda vehicles in the United States. Headquartered in Irvine, Calif., MNAO has more than 700 dealerships nationwide.