Saturn Corporation was created to find both new ways to build cars and new ways to build customer relationships. Obviously, this “different kind of company” has found a winning formula, selling 2.2 million vehicles and bringing a new level of customer service to the automotive industry since entering the market in 1990.

Saturn’s heritage of customer-focused innovation extends to every level of the company, including the Saturn Customer Assistance Center at its manufacturing complex in Spring Hill, Tenn. Managed through a close partnership with EDS, the leading global information technology services company, the contact center is equipped with Witness Systems’ eQuality software. Since implementing this customer interaction recording solution, EDS-Saturn has:

• Increased supervisor productivity
• Enhanced agents’ development and
• Generated greater customer enthusiasm and loyalty

• Reduced supervisors’ workloads by up to 50 percent
• Increased productivity and improved quality of customer service
• Established program for continuous agent development