GM wants customer support for Cadillac’s CUE infotainment system

Article by Anita Panait, on May 10, 2012

General Motors is making sure that its Cadillac customers get the best technical support for its up and coming infotainment system, the Cadillac User Experience, or CUE. For that purpose, GM wants its Cadillac dealers to assign two employees to serve as certified CUE specialists that would run customers through the new infotainment system. 

One of the CUE specialists will operate in sales and the other in service. GM will also employ 25 service representatives who will be assigned across the company’s largest markets to respond to questions from both dealers and customers. According to Mark Harland, GM’s head of connected customer experience, CUE specialists could make house calls to Cadillac customers who may need help about the new infotainment system. Cadillac will roll out the CUE system across its lineup in June, along with the launch its XTS sedan.

CUE boasts of being the first infotainment touch screen in the car industry that permits drivers to use the same finger gestures widely used on tablets and smartphones. As a bonus, Cadillac will give iPads to customer who will buy CUE-installed vehicles.

The iPads will be pre-loaded with 14 instructional videos on how to use CUE.  GM also plans to set up a call center for responding to inquiries about the new system. Harland told Automotive News that GM’s new tech support system will be similar to Apple’s, where "geniuses" solve customers' hardware and software problems."

Harland added that GM is setting the same learning tools for those buying cars equipped with a CUE system. Harland revealed that the company also plans to employ the same technical support elements on its other units like Chevrolet, Buick and GMC – all of which have already rolled out new infotainment systems in 2011. GM will divulge more details for helping its customer learn more about CUE at a wireless conference today in New Orleans.

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