SAN DIEGO, Dec 10, 2001 /PRNewswire via COMTEX/ --
Newgen Leads the Way in Automotive CRM Through Its QC Connect Initiative
Newgen Results Corporation,
a wholly owned subsidiary of TeleTech Holdings, Inc. (Nasdaq: TTEC), and a
leading provider of customer relationship management (CRM) to the automotive
industry, has launched its new initiative with Ford Motor Company (NYSE: F)
known as QC Connect.
Developed by Newgen to Ford's specification, QC Connect combines the most
strategic elements of service reminder programs and targeted direct mail
capabilities. QC Connect maximizes the effectiveness of dealer marketing dollars
by providing the right customer, the right offer, at the right time, using the
right media. Newgen worked in close collaboration with Ford's Customer Service
Division and Percepta, the CRM joint venture between Ford and TeleTech, to
develop QC Connect.
With the launch of QC Connect, Ford and Lincoln Mercury dealers across the
country are now able to create customized marketing programs ranging from
service reminders to custom promotions. Ford Motor dealers will be able to
create these promotions online through the Internet, and then leverage Ford's
customer database and Newgen's proprietary database, data analytics, digital
print and customer interaction center to target consumers and deliver the
message.
The goal of QC Connect is to focus the dealership's marketing efforts on
activities that maximize return on investment (ROI) and generate increased parts
and service work along with increased new vehicle sales. Consumer responses to
the QC Connect program are tracked through daily transmissions from the
dealership's data systems to provide immediate feedback and ROI measurements.
The QC Connect process combines targeted mailers with integrated telephone calls
that have historically proven highly effective in increasing service customer
retention and owner loyalty. Ford and Lincoln Mercury dealers using the Newgen
approach have seen consumer response rates approaching 30%, resulting in a
return of $5.60 for every dollar invested.
There are two interrelated components of QC Connect:
* The LOYALTY component, or customer reminder process, has been designed
to retain customers at the dealership for the scheduled maintenance
required on their vehicle.
* The PROSPECTING component, or recapture process, is designed to bring
customers back who have elected not to use the dealer for their
service work.
"We are delighted that Ford gave us the opportunity to develop and implement the
QC Connect solution for their dealers," said Les Silver, Newgen's Chief
Executive Officer. "We have enjoyed a strong working relationship with Ford over
the last 15 years and believe QC Connect is one of the most innovative,
Internet-based marketing program tools ever developed for the automotive
industry. We believe QC Connect will enable Ford and their automotive dealers to
retain and recapture customers and build greater customer satisfaction and brand
loyalty over the long-term."
Allen Benson, Ford Customer Service Division, Marketing and Brand Development
Manager added, "We believe our dealers will find QC Connect to be an
easy-to-use, highly cost-effective solution to their service marketing and owner
loyalty needs. It consolidates and streamlines a variety of marketing programs
into a single integrated solution."
ABOUT NEWGEN RESULTS CORPORATION
Newgen, a wholly owned subsidiary of TeleTech Holdings, Inc., is a leading
provider of online solutions and B2B enterprise channel management services.
Newgen combines marketing and customer retention with an in depth knowledge of
service department operations to deliver highly targeted and customized
solutions to automotive dealers and manufacturers. Newgen houses vehicle data
for 60 million consumers, sends out over 32 million letters and places 28
million telephone calls annually on behalf of over 5,000 auto dealerships
nationwide. Newgen also maintains relationships with leading automotive
manufacturers and dealers groups including Audi, BMW, Ford, General Motors,
Hyundai, Infiniti, Jaguar, Kia, Mitsubishi, Nissan, Saab, Volkswagen, Volvo,
plus AutoNation and CarMax Auto Superstores. For more information, call
800-7NEWGEN or visit www.ngresults.com . TeleTech Holdings, Inc., which acquired
Newgen in 2000, is a leading provider of integrated CRM solutions for global
organizations predominantly in the communications, financial services,
technology, government and transportation industries.
ABOUT FORD MOTOR COMPANY
Ford Motor Company is the world's second largest automaker, with 345,000
employees and manufacturing and distribution operations in more than 200
countries on six continents. Ford Motor Company's automotive brands include
Ford, Mercury, Lincoln, Jaguar, Volvo, Mazda, Aston Martin, and Land Rover. Its
automotive-related services include Hertz, Quality Care and Ford Credit.
Additional information can be found on Ford's website at www.ford.com .
TELETECH PROFILE
Founded in 1982, TeleTech is a leading provider of integrated customer
relationship management solutions (CRM) for global organizations predominantly
in the communications, financial services, technology, government and
transportation industries. TeleTech has operations in twelve countries which
include Argentina, Australia, Brazil, Canada, China, Ireland, Mexico, New
Zealand, Scotland, Singapore, Spain and the U.S. TeleTech's CRM capabilities
including B2B electronic channel management and database management, help
companies inform, acquire, serve, grow and retain their customers throughout the
entire relationship lifecycle. TeleTech integrates a full spectrum of voice and
Internet communications, including e-mail response, "chat" and extensive Web
co-browsing capabilities. Information regarding TeleTech Holdings can be found
on the Worldwide Web at www.teletech.com .
ABOUT PERCEPTA
Established in February 2000, Percepta is a global joint venture with Ford Motor
Company and TeleTech Holdings Inc. Percepta currently manages new product launch
communications, customer satisfaction analysis, concern resolution, dealer
assistance, CRM programs, and web-based sales on behalf of various clients in
the automotive industry and automotive supply chain. Percepta operates around
the globe from locations in Glasgow, Scotland; Toronto, Canada; Melbourne,
Australia; Leon, Mexico; Melbourne, Florida and San Diego, California.
FORWARD LOOKING STATEMENTS
All statements not based on historical fact are forward-looking statements that
involve substantial risks and uncertainties. In accordance with the Private
Securities Litigation Reform Act of 1995, following are important factors that
could cause TeleTech's actual results to differ materially from those expressed
or implied by such forward-looking statements: including TeleTech's ability to
predict future revenue and associated costs, lower than anticipated customer
interaction center capacity utilization; the loss or delay in implementation of
a customer management program; TeleTech's ability to build-out facilities in a
timely and economic manner; greater than anticipated competition from new
entrants into the customer care market, causing increased price competition or
loss of clients; the loss of one or more significant clients; higher than
anticipated start-up costs associated with new business opportunities and
ventures; as well as the potential volume or profitability of any future
technology or consulting sales; TeleTech's agreements with clients may be
canceled on relatively short notice; and TeleTech's ability to generate a
specific level of revenue is dependent upon customer interest in and use of the
products and services of TeleTech's clients. Readers are encouraged to review
TeleTech's 2000 Annual Report on Form 10-K, first, second and third quarter 2001
Form 10-Qs, and other publicly filed documents which describe other important
factors that may impact TeleTech's business, results of operations and financial
condition. TeleTech undertakes no obligation to update its forward-looking
statements after the date of this release.
SOURCE TeleTech Holdings, Inc.
CONTACT: Investors: Karen Breen, +1-303-397-8592,
Karen.breen@teletech.com, or Dan Campbell, +1-303-397-8634,
Dan.campbell@teletech.com, Investor Relations of TeleTech Holdings, Inc.; or
Media/Dealers: Kathy Townend of Newgen Communications, +1-858-346-5000,
ktownend@ngresults.com
