Kia has outsourced its consumer affairs activity to a firm called Cross Country Automotive Services (CCAS). Kia is taking their Total Case Management (TCM) program, an outsourced consumer affairs service through which CCAS case managers are committed to a “one and done” approach to resolving vehicle owners’ concerns.
The scheme is now fully operational and CCAS claims that it is closing an average of 75% of cases within one day. CCAS implemented the program in less than 90 days and is now handling more than 24,000 calls per month.
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“We selected CCAS for a number of reasons, including its direct and collaborative approach to working with our personnel,” said Michele Cameron, Kia’s consumer affairs manager. “Because of the tightly knit alliance between CCAS and Kia, CCAS’s case managers are as close to being Kia employees as possible. By allowing CCAS’s trained professionals to resolve customer inquiries, we are better able to concentrate on our core competencies, including providing quality, high content vehicles at affordable prices.”
Cynics will say that the consumer affairs people at Kia have always been busier than most. Kia is consistently near to the bottom of industry surveys of vehicle quality/reliability.
During the 90-day implementation process, CCAS hired and trained CCAS case managers, established a communication link to access Kia’s customer management software and associated databases, and completed a pilot test run.
Cross Country case managers have direct collaborative working relationships with Kia personnel, as well as the decision-making authority and responsibility required to deal with customer inquiries.
CCAS’s TCM case managers were also given a crash-course on Kia’s history and vehicles.
