Vital Insights, the world’s leading automotive customer experience management experts and Kia Motors America(KMA) have joined forces to launch the Foresight customer experience management platform across all of Kia’s 765 U.S. dealerships.
The results of the year-long pilot program for 32 Kia dealerships showed an industry-leading average issue resolution time of 1.86 days. The program also helped increase e-mail capture rates from 28 percent to 55 percent, and boost issue resolution success within three days of an incident from 6.2 percent to 37.9 percent.
“Foresight’s ability to fully integrate with Kia’s system and provide unprecedented transparency into real-time customer feedback, empowered our pilot program dealerships to quickly and effectively respond to customer requests, in real time,” said John Crowe, vice president of service and aftersale operations, KMA.
Foresight’s capability to send surveys within hours of a customer event, along with its custom throttles and alert triggers, allow dealership staff to respond to issues immediately.
“Kia has been one of the fastest growing car companies in the U.S. over the past five years, and one of the keys to our momentum is our highly valued customers. We recognize the need for their feedback, questions and swift issue resolution, and we are eager to roll out the technology that Vital Insights has developed and customized for us to every one of our U.S. dealerships,” said Tom Loveless, executive vice president of sales, KMA.
“These results point to the success of our technology and our leadership in the industry,” said Jason Tryfon, president and CEO of Vital Insights. “We are the experts in automotive CEM, and our platform drives action across every customer touch point. We look forward to bringing this technology to all Kia dealerships across the U.S.”
Courtesy of BusinessWire.com
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