Throughout the busy season of auto shows, here at Lancaster Kia we are constantly bringing you updates regarding the additions being made to the new Kia lineup. This time around, changes are coming directly to our dealership found at 5250 Main Street East Petersburg, PA 17520, and we are excited to bring all of you the details.
Kia has teamed up with Vital Insights, experts in the field of customer experience management, to test a pilot program that will help to make customer service tasks more efficient with a new software called Foresight. Over the course of a year, 32 Kia dealerships tested the program and were able to generate some extremely positive results.
John Crowe, Vice President of service and aftersale operations, Kia Motors America, explains, "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."1
More specifically, issue resolution time was reduced to about 1.86 days. Demonstrating further success of the program, e-mail capture rates jumped from 28 to 55 percent, and issue resolutions occurring within three days of an incident increased from 6.2 to 37.9 percent. These remarkable improvements have led Kia to begin launching the Foresight program across all of its dealerships in the United States.
We are definitely looking forward to utilizing this program in the future, to better serve our customers in the Harrisburg, York, East Petersburg and Reading areas. Whether you have questions regarding a model like the Kia Soul or are interesting in test driving a Kia Optima, we are here to assist you in the best way that we possibly can!
Source: 1http://www.marketwatch.com/story/kia-motors-takes-action-joins-forces-with-customer-experience-experts-vital-insightstm-2013-03-12