Cheshunt Motor Co. is an award-winning franchised dealer of new and used Hyundai and SEAT cars. For over 25 years, they have provided their high quality services to over 10,000 customers across the UK.
Boasting some of the highest customer satisfaction scores for its brands, the company is built on its reputation for outstanding customer service which is, of course, a high priority for the dealership.
The business operates on one site which covers both indoor and outdoor workspaces and the team currently stands at 30 employees. CMC Motors required a solution that would boost staff mobility, allowing them to move around the full site including the outside forecourt, without any loss in call connection/coverage. This was necessary in order to stay on top of important calls while still being able to attend to customers.
To really enable this kind of mobility around the site, it became necessary to introduce a more modern telecoms solution to replace their old Aastra phone system, which had become unreliable and had reached its end of life. The dealership needed a system that would allow them to answer calls seamlessly in their services and parts department, showroom, and outside forecourt with equal call quality.
Driving the Future of Customer Service
With 3CX partner, The Technology Group, CMC Motors enjoyed fuss-free installation of their new, easy and effective private hosted solution, with brand new equipment, at no upfront cost. Base stations were carefully positioned around the site to allow calls to be made from anywhere without any interruption in coverage. The dealership has also stayed true to their core values of excellent customer care by experiencing better system reliability and improving service with features such as call recording, and professionally recorded messages.
“The best part of the solution is the security of having a second connection that can provide a back up to the main connection, making the system more reliable. Up to date hardware has also been a bonus, allowing us to have the latest up to date features without any extra cost to our previous system. Our monthly costs have remained the same for a better system with more features. David took the time to understand our requirements and choose the right solution for our business’ needs. The most positive part of working with the The Technology Group is the personal service they offer”
– Paul Holmes, Managing Director, CMC Motors
Business in the Fast Lane with Improved Mobility
Seamless call connection was achieved by strategically positioning multiple Snom M700 Base Stations around the site to supply a consistent signal to the new handsets no matter where they are. This includes the outside forecourts without any interruption to call quality.
Team members can now receive calls through their existing direct dial number to their new Cisco deskphone handset or Snom M700 cordless handset. They are also making the most of the 3CX mobile clients for iOS and Android, providing seamless, integrated communications, whether they are on or off site.
Direct dial calls are easily recognised, making it quicker and easier to transfer and prioritise calls. Employees can also use the automatic call recording feature to re-verify any information after a call which has been especially useful in the service and parts department.
On hold messaging has created engaging content to fill any gaps within call queues and to encourage callers to stay on the line while the appropriate member of staff becomes available. It has given CMC a reliable and professional first impression and has the potential to further enhance business through supporting existing promotions and creating endless cross-marketing opportunities.