Phase One: With the installation of a new, state-of-the-art phone system, callers will receive a live greeting by a Level I Software Analyst. The analyst will identify the issue and provide the potential solution as well as offer training that will help avoid similar issues in the future. If all analysts are servicing other customers, the caller can either hold or leave a voice message. That voice message will act as a placeholder in the queue system, which will automatically call the customer when the next analyst is available. If the issue cannot be resolved in Level I, it will be forwarded to a Level II Technical Support Specialist, who is trained to address advanced software, hardware, form, and integration questions. Expected completion: December 31, 2004.

Phase Two: Autobase Customer Support will incorporate an advanced tracking solution by the end of Q1 of 2005. Among a number of immediate benefits, this technology will allow dealers to input issues directly through a web interface, if desired. Expected completion: April 1, 2005.

Autobase Customer Support Manager, Fred Mills, asks dealers to be patient during this transition, especially during the Phase One rollout in the latter half of December. "This is all part of our ultimate goal: to assemble a world class call center," states Mills. "When these strategies are fully implemented, dealers will directly benefit from an increase in support staff, stronger tracking mechanisms, and a better interface for customer support."

Since 1988, Autobase, Inc. has provided technology-based Customer Relationship Management (CRM) and Sales Force Automation (SFA) to the retail automotive industry. Headquartered in Fishers, Indiana, Autobase has sales and training facilities in Chicago, IL, and Cleveland, OH. Autobase combines software, training, and consulting with state-of-the-art hardware, networking, and support to create a complete front-end solution for today's aggressive auto dealers.