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Enterprise Financial News – Volume 5

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EFG Companies First F&I Product Provider to be Certified as a Center of Excellence by BenchmarkPortal

Company Receives Prestigious Award Based on Intense Onsite Evaluation and Global Benchmark Comparison

2014-center-of-excellenceEFG Companies, the innovator behind the award-winning Hyundai Assurance program, announced its status today as the only F&I product provider to be certified as a Center of Excellence by BenchmarkPortal. The Center of Excellence recognition is one of the most prestigious awards in the customer service and support industry.

BenchmarkPortal only awards the Center of Excellence designation to customer service call centers that rank in the top ten percent of the call centers surveyed. To earn this award, EFG demonstrated a commitment to achieving service excellence, as well as superior performance on quality-related metrics.

EFG continuously strives to raise the industry bar when it comes to providing superior products, administration and compliance. Earlier this year, EFG was awarded the Automotive Service Excellence (ASE) Blue Seal of Excellence with close to 100 percent of its claims organization ASE certified. The company was also recognized as being the only product provider of size to AFIP certify 100 percent of its field team. With these three certifications, the EFG sets the industry example for leadership in training, auditing and administering their clients’ business to whom its services are a critical priority.

“Our clients rely on our expertise and quality customer service when it comes to administering customer claims,” said John Pappanastos, President and CEO, EFG Companies. “We operate knowing that our claims administration reflects back on our clients’ business and brand. By demonstrating our high level of expertise with this certification, we are giving our clients the highest confidence that all claims will be handled expertly, efficiently and respectfully, promoting a positive overall customer experience and driving greater customer loyalty for their business.”

Founded in 1995, BenchmarkPortal is a global leader in the contact center industry, providing benchmarking, certification, training, consulting, research and industry reports. Contact centers achieve the Center of Excellence distinction based on an intense onsite evaluation and audit as well as best-practice metrics drawn from the world’s largest database of objective and quantitative data that is audited and validated by researchers from BenchmarkPortal.

“The achievement of the Center of Excellence designation represents EFG Companies’ commitment to delivering expert and professional customer service,” said Bruce Belfore, CEO, BenchmarkPortal. “EFG’s certification is a direct result of its leadership’s commitment to best-in-class service performance that is both effective and efficient from a business standpoint. It’s an achievement of distinction.”

Throughout its 37-year history, EFG has continually demonstrated their commitment to exceed customer expectations. Customer service and claims administration standards and real-time performance is continuously projected on the company’s walls as a constant measure of performance. 95.88 percent of claims calls are answered within 90 seconds, and 96 percent of all claims are paid by corporate credit card within one hour of receipt of invoice.

EFG believes longevity and success is ultimately measured by a simple premise: keeping a promise to a customer at a time when they need it most. EFG prides itself on being a claims-honoring third-party administrator and this certification only enhances the company’s commitment to fulfill that promise.

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EFG Companies Featured

National ASE Institute Awards EFG Companies Blue Seal of Excellence

– EFG Claims Professionals Meet Recognized Standards for Certification-

198212-ASE SealEFG Companies, the innovator behind the award-winning Hyundai Assurance program, announced today it has been awarded the Blue Seal of Excellence by the National Institute of Automotive Service Excellence (ASE), based upon the required certification level of  its claims organization. This certification exemplifies EFG’s commitment to customer service excellence while also enhancing the company’s ability to negotiate quality vehicle repairs on behalf of contract holders.

EFG continuously strives to raise the industry bar when it comes to providing superior products, administration and compliance. Earlier this year, EFG achieved 100 percent field team certification from the Association of Finance and Insurance Professionals (AFIP). With these two certifications, the company sets the industry example for leadership in effectively training, auditing and administering their clients’ business to whom these services are a critical priority.

“Our clients rely on our expertise when it comes to negotiating quality repairs for their customers,” said Barry Carter, Chief Operating Officer. “Our claims administration reflects back on their business and brand. By demonstrating our high level of expertise with this certification, we are giving our clients even greater confidence that all claims will be handled expertly, efficiently and respectfully, promoting a positive overall customer experience and driving greater customer loyalty for their business.”

Established in 1972, the National Institute for Service Excellence (ASE) seeks to improve the quality of vehicle repair and service by testing and certifying automotive professionals, the ASE National Institute exists to protect the automotive service consumer, shop owner and automotive technician. This certification provides legitimacy to both the repair shop and the claims administrator by signifying their level of expertise and recognized standard of their technical knowledge.

Throughout its 37-year history, EFG has continually demonstrated their commitment to exceed customer expectations. Customer service and claims administration standards and real-time performance is continuously projected on the company’s walls as a constant measure of performance. 95.88 percent of claims calls are answered within 90 seconds, and 96 percent of all claims are paid by corporate credit card within one hour of receipt of invoice.

EFG believes longevity and success is ultimately measured by a simple premise: keeping a promise to a customer at a time when they need it most. EFG prides itself on being a claims-honoring third-party administrator and this certification only enhances the company’s ability to fulfill that promise.