After a difficult time for the motor trade, car sales have started to make a recovery and dealerships across Ireland are seeing regular growth. Making the most of this change is crucial and dealerships need to maximise every opportunity that comes their way. Read about how our solution enabled a major dealership to track and manage incoming calls, and optimise their telecoms system to best handle new sales queries.
This client is a motor dealer based over three locations. Each of these locations has between 30 and 50 extensions. They could see that optimising their internal telecoms system would offer them several benefits.
Ireland’s recovery is firmly back on the road to recovery and one of the sectors that were hit hardest was the motor industry. Our client noticed that inquiries were gradually building back up and it was felt that incoming calls were not being managed and tracked as efficiently as possible. With no existing call accounting system in place, they identified the need to monitor their existing Automated Attendant facility and the performance of their sales team. It was feared that calls were being dropped or lost during busier times and this was valuable information which could help ensure the sales team were dealing with as many queries as possible. Their current IP PBX system doesn't support extended Call Detail Records (i.e. no internal calls are recorded) and this was another reason to consider investment in a new call accounting system. A telecoms specialist that had the necessary product and service experience and product range was required.
At Softweg, we’re established as one of Ireland’s leading specialist telecoms call accounting service providers, and our first step on this project was to install a new system and integrate it with their existing IP PBX. To manage the client’s specific needs, we created custom dashboard modules for their Automated Attendant and person-focused modules. We also integrated the output of switchboard modules to receive all required data for those new dashboard modules. With a specific requirement for a solid reporting function, we set up an automated report of lost calls during transfer in Automated Attendant and also recorded data on calls that are lost due to being busy, hang-ups and more.
As the old saying goes, sometimes knowing why you lose business is as important as knowing how you win it and our client can testify to this. The new call accounting system offers them full visibility over their incoming call function. A customised dashboard means they can also keep track of the ATT performance with ease and overall, they report that the sales manager and sales team have managed to substantially increase their overall efficiency level since Softweg’s implementation.