GM Sets Up Customer Engagement Centers


The Detroit Bureau - March 12, 2013

Gen­eral Motors will lis­ten to the “voice of the cus­tomer” when solv­ing cur­rent prob­lems and design­ing to pre­vent future prob­lems on its models.

Get more infor­ma­tion on how this works.

“We’re not wait­ing for cus­tomers to come to us,” said Ali­cia Boler-Davis, vice pres­i­dent of Global Qual­ity and U.S. Cus­tomer Expe­ri­ence. “We proac­tively reach out to offer sup­port and open a dia­logue with our Chevro­let, Buick, GMC and Cadil­lac cus­tomers. This includes our social media team inter­act­ing on Face­book, Twit­ter and pop­u­lar vehi­cle forums to offer assistance.”

Resolv­ing prob­lems, how­ever, is only one of the goals. At the same time, GM is imple­ment­ing pro­ce­dures to chan­nel data from the cen­ters to its design­ers and engi­neers to cap­ture the voice of the cus­tomer for fur­ther improve­ments in vehi­cle programs.

The Cus­tomer Engage­ment Cen­ter is part of a broad shift in GM’s approach to infor­ma­tion tech­nol­ogy or IT, the maker recently announc­ing the lat­est in a series of IT cen­ters open­ing up across the coun­try, includ­ing facil­i­ties near Atlanta, Phoenix and Austin, Texas.  Until now, the maker has largely out­sourced such oper­a­tions to part­ners includ­ing EDS and HP.