Newgen Introduces Identify!(TM) Plus Management System for Auto Dealers
SAN DIEGO, Dec. 19, 2006 -- Newgen Results Corporation, a wholly-owned subsidiary of TeleTech Holdings, Inc. and the leading provider of targeted customer relationship management and business-to-business enterprise channel management services, today introduced Identify!(TM) Plus, a new customer management service for automotive dealerships that effectively puts an end to missed telephone calls.
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Identify!(TM) Plus takes call tracking to a new level by incorporating a live agent to handle missed incoming calls through seamless routing of the dealership's phone system to the Newgen call center. The functionality of a live agent increases the level of service that dealerships are able to provide by allowing dealership personnel to give their full attention to in-dealership customers. At the same time, they ensure that customers calling in are always greeted by a live agent.
"Newgen's Identify!(TM) Plus product is one of the most innovative ideas I've seen in some time," said Chris Snyder, service director of Suburban Imports, in Troy, Michigan. "It allows my service advisors to focus on the customers they are dealing with and servicing vehicles. The overflow appointments the agents take when we are too busy to get to the phones result in quality appointments that we may have otherwise missed."
For the first time, dealership service advisors can spend the time and attention necessary to advise and sell service to in-store customers, confident that if they cannot pick up the ringing telephone, someone will be there to answer the call and schedule appointments. Sales associates also leave nothing to chance; those customer calls will automatically route to a live agent, virtually eliminating the need for voicemail.
"Identify!(TM) Plus takes a unique approach to managing customers by leveraging Newgen's vast call center capabilities to provide backstop abilities," explained Bob Kurilko, vice president of Marketing and Operations at Newgen. This patent-pending technology automatically routes calls to the right person every time, and professional agents take care of customers when the dealership personnel are unavailable. This system effectively eliminates the all too familiar occurrence of customers getting lost in the dealership's voicemail system, thus improving both employee productivity and the customer experience.
The installation process is relatively simple as there is no hardware or software to install, and Identify!(TM) Plus works with most in-house telephone systems. The dealership utilizes Newgen's tracking lines where calls are recorded and available in real time playback. Dealerships have full 24 hour on-line access to their account for all of the reporting metrics necessary in managing its daily business.
"Our dealer clients acknowledge that missed calls are missed opportunities," said Kurilko. "Identify!(TM) Plus provides seamless call routing and live agent support when employees are out sick. In this competitive environment, retailers can't afford to have a bad day. We're here to make sure that even when things don't go as planned, the customer doesn't feel the impact."
ABOUT NEWGEN
Newgen Results Corporation, a wholly owned subsidiary of TeleTech Holdings, is the leading provider of targeted customer loyalty solutions and B2B enterprise channel management services. Newgen provides dealerships, public dealer groups, and automotive manufacturers with an integrated suite of customer relationship management (CRM) tools and services. Since its inception in 1982 and acquisition by TeleTech Holdings in 2000, the company has grown to become a leading provider of targeted customer loyalty solutions and B2B enterprise channel management services. Newgen combines marketing, customer retention and an in-depth knowledge of dealership fixed operations to deliver highly targeted and customized solutions to its many clients in the United States and Canada. Newgen Results Corporation was named Automotive Best of The Web for its innovative web to press consumer reactivation application, Carabunga, in 2002. The company is headquartered in San Diego, California. For more information, call 800-7NEWGEN or visit www.newgen.com.
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