GE Capital Fleet Services’ maintenance control center, located at the business headquarters Eden Prairie, Minn., has been certified for the fourth time by BenchmarkPortal as a Center of Excellence, one of the most prestigious awards in the service and support industry.
The Center of Excellence certification is awarded to customer service call centers that rank in the top 10 percent as surveyed for efficiency and effectiveness. GE Capital Fleet Services received this recognition for its demonstration of superior performance on both cost-related metrics and quality-related metrics compared with its industry peers.
Through its maintenance control center, GE Capital Fleet Services provides 24/7 support to its customers’ fleet managers and drivers, helping them control costs, enhance driver productivity, and manage and maintain their fleets.
“This award recognizes the industry expertise and exceptional support our fleet services team provides to our customers,” said Ed Faulstick, senior vice president of operations, GE Capital Fleet Services. “Earning our fourth certification demonstrates how committed we are to providing customers with best-in-class service and support.”
GE Capital Fleet Services needed to meet stringent criteria established by independent researchers to earn the Center of Excellence designation. These criteria included customer satisfaction, service level standards, resources, employee training, leadership, process management and operational efficiency. These were measured through live call monitoring, evaluation of performance metrics and team focus groups, and by contacting customers for direct feedback.
“The achievement of the Center of Excellence certification represents GE Capital Fleet Services’ commitment to delivering customer service that is both effective and efficient. It is the culmination of important initiatives that were undertaken to achieve sustainable service excellence,” said Bruce Belfiore, CEO of BenchmarkPortal.