Service Keeps Stranded Motorists Updated on Assistance

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Cross Country Automotive Services introduced a customer relationship management technology yesterday to help its clients with roadside customer service.


The technology, dubbed the Closed Loop Technology, allows CCSA clients, which include American Honda Motor Co., BMW of North America and DaimlerChrysler Corp., to offer their customers roadside assistance.


The system lets customers call CCSA's dispatch service, which relays the roadside information to the appropriate service provider. The automated system places an outbound call to notify the motorist about the expected wait time. The system places another outbound call three or four minutes after the expected arrival time to verify the service provider's arrival.


Kathy Cavolina, marketing services manager at Boston-based CCSA, said motorists can speak to a customer service representative if the service is delayed.


The technology is provided by iVB Enterprise Solutions, Dallas, a provider of speech and call automation solutions.


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