February 25, 2004

By: Goerge Adams
Website: http://www.1st-in-cars.com

Blue Pumpkin Sparks Higher Customer Service For Mitsubishi Motors

Blue Pumpkin, an industry leader in enterprise workforce optimization solutions, today announced significant results with Mitsubishi Motors Sales of America, the exclusive US distributor of a full line of Mitsubishi cars and sport utility vehicles. The first-year successes include a significantly higher employee performance and productivity, driving its reputation for customer service excellence.

In the last decade, Mitsubishi Motors was one of the fastest-growing automotive brands and aggressively drove innovations in its customer service operations. The company consolidated its vehicle and finance groups into one centralized contact center and created a universal agent initiative to cross-train customer service agents. Mitsubishi engaged Blue Pumpkin to help rethink how its people and processes needed to work in this new environment – to seamlessly unify different work groups and manage its tremendous growth.

With the Blue Pumpkin Workforce Optimization Suite, Mitsubishi now had the visibility it needed to intelligently steer its workforce towards operational and business targets. It could handle greater call activity without an increase in headcount, elevate customer service levels through greater agent productivity, and identify the right times to cross-train agents without compromising customer service. Other results achieved include: 38% gain in operational efficiency, 18% increase in service level delivery and 19% rise in agent productivity.

Because it could now immediately adjust resources to changing conditions, Mitsubishi could take better care of its employees, offering flexible work options to accommodate work preferences and vacation requests. Employees also were quick to adopt the Blue Pumpkin application given its user-friendly interface, intuitive functions and clear benefits.

We are very pleased with the results we’ve seen with Blue Pumpkin, stated Rebecca Caldera, project development manager for Mitsubishi Motors.Workforce optimization is an absolutely critical part of our strategy to accelerate employee satisfaction, customer service, loyalty and profitability. Blue Pumpkin was the solution we needed to maximize the performance of our people – the engine that makes our company run.

Having won awards for innovative technology use for three years running, Mitsubishi selected Blue Pumpkin as part of the company’s best-of-breed IT strategy. The Blue Pumpkin Workforce Optimization Suite is designed to easily integrate with and leverage technology from industry leaders such as Siebel, Avaya and many other partners – protecting other investments already in place.

We are proud to be part of Mitsubishi’s vision and commitment to provide the highest levels of customer service, stated Doron Aspitz, chief executive officer and co-founder of Blue Pumpkin. Our relationship shows the rapid business and economic value we deliver for our customers. More forward-thinking companies like Mitsubishi are deploying our workforce optimization technologies to rapidly achieve their business goals.

Recently named Product of the Year by Customer Inter@ction Solutions, the Blue Pumpkin Suite optimizes and aligns the full range of workforce-related processes, including strategic planning, training, time tracking, performance evaluation, budgeting, scheduling, forecasting and more – ensuring that people are performing at their highest levels and helping the customer at the right place and right time. Blue Pumpkin customers have enjoyed a return on investment of 300-600% and greater.

About The Author:

Goerge Adams is a successful author and regular contributor to http://www.1st-in-cars.com.  Great car accessories and parts plus financing, insurance and leasing tips.