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Achieving customer service excellence

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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Désiré Athow

Désiré has been musing and writing about technology during a career spanning four decades. He dabbled in website building and web hosting when DHTML and frames were en vogue and started writing about the impact of technology on society just before the start of the Y2K hysteria at the turn of the last millennium. Following an eight-year stint at where he discovered the joys of global tech-fests, Désiré now heads up TechRadar Pro. Previously he was a freelance technology journalist at Incisive Media, Breakthrough Publishing and Vnunet, and Business Magazine. He also launched and hosted the first Tech Radio Show on Radio Plus.