The Car and Truck Fleet and Leasing Management Magazine

OnStar Reaches Three-Million-Subscriber Milestone

December 21, 2004

DETROIT — OnStar by GM announced on December 16 that it has reached the three-million-subscribers milestone. OnStar also unveiled its newly designed command center at GM global headquarters at the Renaissance Center. The command center provides an outreach opportunity for identifying and developing new relationships for OnStar with public and private organizations. The command center is a mission-critical part of OnStar operations and the nerve center for OnStar service to its subscribers. The unveiling complements the relocation of OnStar headquarters to the Renaissance Center earlier this year. Command center staff monitor incoming call volumes and route to one of their call centers based on subscriber volume demands and staffing availability throughout the day. Additionally, they monitor weather and other emergency conditions throughout North America to provide real-time data to call center staff, who then help in assisting subscribers concerning current conditions and alternative routing in the time of need. Command center analysts monitor IT applications and network health to ensure all systems are working properly. It is also the communication hub for all call center operations and critical information. It provides links to IT staff, call center management and OnStar performance management personnel. The command center also contains the OnStar sound studio, a fully digital audio studio similar to a terrestrial or satellite radio studio. The studio will enable OnStar and GM to support a variety of communication initiatives through audio content and program development. Examples include: radio media tours, internal communications initiatives, creation of audio news releases, opening the studio to guest DJs for remote broadcasts, creation of voice content for Customer Relations Management programs, and creation of programs for re-broadcast on XM Satellite Radio and on terrestrial radio programs. OnStar has extended its services into collaborations with critical community-based organizations such as the American Red Cross and the National Center for Missing and Exploited Children. These outreach services include on-site support for hurricane victims and relief workers, and encourage subscribers to be good Samaritans in emergency situations to help in locating missing and abducted children. OnStar has also extended its service to family caregivers, seniors, and people with disabilities. Customers who purchase sport vans and equip them with the Sit-N-Lift power seat or aftermarket adaptive equipment through the GM Mobility Reimbursement Program will receive two years of the OnStar "Safe & Sound" service in addition to the first year of service included with every new van purchase.
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