SGS Auto Services, the nation’s largest vehicle inspection company, has created two new service lines as part of a strategy to enhance the vehicle condition reports that it provides for leading vehicle manufacturers and financial institutions nationwide. The company has also announced the continued expansion of its Customer Service Center in Cincinnati, which is assuming responsibility for centralized dispatching of vehicle inspectors coast to coast.

While SGS previously operated on a geographic or regional basis, the company’s new operating strategy is based on new and used vehicles – its two primary service lines. SGS provides condition reports for new vehicles in-transit and for used vehicles coming off-lease, as well as program cars exiting rental car fleets.

Gary Adcock, previously SGS central region operations manager, has been named product line manager for new vehicles and will be responsible for determining product definition, pricing, internal resource allocation, etchnology assessment, and have overall responsibility for customer care and satisfaction focused on new-car clients.

Matt Kuhn, with more than 25 years of experience in the automotive industry, has been named product line manager for used vehicles. He will be responsible for determining product definition, pricing, internal resource allocation, technology assessment, and will have overall responsibility for customer care and satisfaction focused on the used-car service line.

Ed Vechiloa, with SGS since 1976, has been named process improvement manager and will be responsible for evaluating and improving current SGS processes.

Heading the new centralized dispatching operation in Cincinnati is Bud Dickson, national dispatch manager, who has more than 22 years of inspection and management experience in all aspects of automotive services.

Employing more than 160 people, the customer service center helps speed the process of readying off-lease and other vehicles for resale through the Internet. Key center features include:

• Portfolio of reports that allows customers to see the status of every inspection currently in process with SGS both online and in real-time.

• Special software capabilities that allow an SGS customer service representative to take over a customer’s browser and walk them through reporting line.

• Productivity reports and measures on all customer service center employees, including their ability to schedule appointments efficiently.

• Customer care teams responsible for monitoring and managing each customer’s inspection needs.

• Online scheduling of inspector appointments and electronic communications with inspectors through hand-held inspection devices.