Don't muffle your enthusiasm

New consumer interaction software at Midas International Corp., an operating unit of Midas, is aimed at improving consumer and franchisee service and support.

The automotive service company has implemented ePowerCenter from Astute Solutions to simplify processes, support field personnel, create multichannel communications and reduce the number of phone systems and technology platforms that Midas agents have to negotiate.

Says Jim Crum, manager of customer support at Midas, "Our focus is on serving those who serve our customers. Beyond the functionality of the solution, we gained a level of knowledge, expertise and dedication that continues to be invaluable in the quest to optimize our consumer relations."

According to a recent press release from Astute, Midas realized such benefits as consolidating seven different platforms into a single operational system and increasing productivity significantly. The new system has given Midas configurable reporting capabilities, visibility into day-to-day store operations and multichannel communications, which include a Web portal for store managers and franchisees.

Crum says that prior to installing the new system, the process of answering e-mail was cumbersome and placed limits on Midas' reporting ability. The new solution, he continues, provides advanced functionality without complexity.

Says Crum, "Astute's out-of-the-box reporting capabilities are unmatched. Our agents have the ability to easily and rapidly capture valuable information. And in turn, our managers and franchisees have fingertip access to a wide range of reports to help make strategic business decisions. We are already seeing significant results."