The Dick Lovett Group, a specialist dealer of prestigious car marques including Porsche, Ferrari and BMW, has installed a VoIP network that has transformed its customer service capability.
The group wanted to maximise the use of its resources between sites and identify incoming calls according to a specific manufacturer’s brand and location. It also needed to integrate its telephone system with other applications to provide more comprehensive information for high quality customer management.
Rob Wood explains how the company used IP telephony to deliver a solution that enables the group to
• Seamlessly share resources across dealerships without customers being aware
• Integrate its telephone system with contact management system for more personalised sales calls
• Answer calls from any location with the correct greeting (Porsche Centre, Bristol and so on)
• Maximise the profits of the business by meeting customer-facing (mystery shopper) requirements of the manufacturers.
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