When the coronavirus pandemic swept the U.S. last March, shuttering auto factories and forcing most of the country into their homes, GM Financial's chief experience officer Bob Beatty had his hands full.
More than 25 years in customer service hadn't prepared him to convert 700 active customer service employees to home offices, training the majority on softphone technologies — web-based calling services — while addressing some of the highest call and message volumes the company had ever experienced.
"There was a problem around each corner," Beatty said.