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GE Capital Fleet Services Earns Maintenance Recognition

August 16, 2011 - Press Release

EDEN PRAIRIE, MN – GE Capital Fleet Services’ U.S. maintenance control center, located in Eden Prairie, Minn., has been certified as a Center of Excellence by BenchmarkPortal in collaboration with the Center for Customer-Driven Quality, founded at Purdue University. The Center of Excellence recognition is one of the most prestigious awards in the service and support industry.

The Center of Excellence certification is given to customer service call centers that rank in the top 10 percent of call centers 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.

GE’s maintenance control center provides 24/7 support to its auto and truck fleet customers, helping them control costs and enhance driver productivity.

“We are honored to be recognized as a call center of excellence and we’re proud of our technical advisors for the great customer service they consistently provide to customers and their drivers,” said Ed Faulstick, operations leader, GE Capital Fleet Services. “This certification affirms our commitment to provide customers with best-in-class products and services delivered by experienced and knowledgeable fleet experts.”

GE Capital Fleet Services met stringent criteria established by independent researchers to earn the Center of Excellence designation. Key criteria include customer satisfaction, service level standards, resources, employee training, leadership, process management and operational efficiency. These measures were tracked through live call monitoring, the evaluation of performance metrics and team focus groups, and by contacting GE Capital Fleet Services’ customers for direct feedback.

“We certified GE Capital Fleet Services’ maintenance control center as a Center of Excellence after evaluating the company’s effectiveness and efficiency in interacting with their customers. We applaud their commitment to superior customer service,” said Bruce Belfiore, CEO of BenchmarkPortal and senior research executive at the Center for Customer-Driven Quality that was founded at Purdue University.

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