First, Cobalt provided Web software and services. Second, they designed and consulted on Web sites, bigWeb sites for leading automakers and large dealer groups. Third, they ran a car-dealer advisory services group, teaching dealers to make the most of their Web presence. The IntegraLink acquisition in January put Cobalt in the information gathering and delivery business, adding a fifth unit. And the debut of MotorPlace Auto Exchange at the end of September made it six.
Car dealers know cars, and they know good service.
But they are not necessarily the most sophisticated buyers of technology. No matter how good our technology is, it won t matter if there are letdowns in customer service. In June 2000, Cobalt completely reorganized its customer-service department to meet its clients expectations. The revamp, called eCare, centralized the customer-service functions, ensuring that every request is filled, followed through, and that the customer leaves satisfied. Because Cobalt has worked so hard to give its clients optimal service, they expect the same from their own service providers.