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OnStar

  

SASCS11 How to Enter Bug

 

Company: OnStar, Detroit, MI
Entry Submitted by: Weber Shandwick
Company Description: OnStar, a wholly owned subsidiary of General Motors, is the leading provider of in-vehicle safety, security and communication services. OnStar provides services to nearly six million subscribers in the U.S. and Canada.
Nomination Category: Customer Service Awards Department Categories
Nomination Sub Category: Customer Service Department of the Year - IT & Telecommunications

Nomination Title: OnStar

    Tell the story about what this nominated department achieved since the beginning of July last year (up to 500 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes:

As OnStar subscribers, our customers are getting more than a safety and
security device for their vehicle; they are also benefitting from round-the-
clock access to a live person for assistance ranging from life-saving
initiatives to navigation support.

OnStar Advisors are more than just customer service representatives, they
provide a lifeline to people in emergency situations who have nowhere else to
turn. OnStar Advisors have helped deliver babies, assisted in airlifting a man
from the roof of his Cadillac during Hurricane Katrina and helped guide a
subscriber to the hospital to receive a life-saving lung transplant.

OnStar has more than 2,000 representatives that field more than 100,000 calls
every day. They are specially trained to assess any type of emergency
situation and help to the nearly 6 million subscribers who depend on them.

Since 1996, OnStar has had more than 315 million interactions with
subscribers, including an average of 2,200 Automatic Crash Responses and
10,000 emergency assistance requests each month.

OnStar customer service representatives treat every emergency as if it’s their
own and this is reflected in the almost perfect ratings they receive from
their customers.

The Advisor Quality Survey (AQS), in which customers rate overall satisfaction
with live Advisors, and the Service Quality Survey (SQS), in which customers
rate overall satisfaction with OnStar services are based on a 5-point scale (0-
4), with 4 being the highest satisfaction score of completely satisfied.

From July 2009 through October 2010, OnStar had an average AQS rating of 3.63
and an average SQS rating of 3.49.

Earlier this year OnStar sent out an enhanced customer service survey in order
to better measure and track customer feedback. From April through July 2010,
OnStar earned an average score of 8.72 specific to customers’ ‘Overall
Satisfaction with OnStar’. The survey is based on a 10-point scale, with 10
being the highest.

OnStar aids its customers in a variety of ways. In the event of a crash, the
Automatic Crash Response system sends a notification to an OnStar Advisor who
is immediately connected to the vehicle to see if the occupants need help. If
the driver or passengers are hurt and can’t respond, the Advisor can pinpoint
the exact location of the vehicle through GPS technology and direct emergency
responders to the scene.

In September 2010, OnStar unveiled First Assist allowing certified Emergency
Advisors to obtain critical information and provide important instructions to
subscribers in emergency situations until first responders arrive. After
determining the nature of the situation, Advisors can provide rapid guidance,
which may result in potentially lifesaving actions.

OnStar also offers Crisis Assist services to subscribers in areas affected by
natural disasters. With a push of the OnStar button, subscribers are put in
contact with specially-trained Crisis Advisors who help with emergency
services, serve as a central point of contact for assistance, keep subscribers
connected and provide state and federal agencies with real-time/on-the-ground
crisis information from OnStar subscribers. Most recently, OnStar has provided
assistance to subscribers affected by Hurricane Earl and the floods in
Tennessee.

    List hyperlinks to any online news stories, press releases, or other documents that support the claims made in the section above. IMPORTANT: Begin each link with http://, and enclose each link in square brackets; for example, [http://www.youraddress.com]:

http://media.gm.com/content/product/public/us/en/onstar/news.detail.html/content/Pages/news/us/en/2010/Oct/1004_ONSTAR_onstar

http://onstarconnections.com/crashesemergencies-2/poisonous-snake-bites-man-in-oregon%e2%80%99s-high-desert/

http://onstarconnections.com/onstar-on-tv/diabetic-man-after-crash/

http://onstarconnections.com/crashesemergencies-2/onstar-helps-transplant-patient/

http://onstarconnections.com/share-your-story/above-and-beyond/

    Provide a brief (up to 100 words) biography about the leader(s) of the nominated customer service organization:

Scott Kubicki, executive director OnStar North American Business Operations,
is responsible for call center operations, direct marketing activities and
subscriber retention. He began his career at OnStar in April 2000.

Scott started with GM in 1985, working in the components division in a variety
of finance and operational positions. In 1995, he was then tapped to become a
member of project ‘Beacon’ which was the genesis for OnStar.

He holds a bachelor’s degree in finance from Indiana University and an MBA in
international finance and marketing from the University of Michigan.