The IP based Mitel 5000 networks all of the West London Motor Group’s eight sites together using MPLS, resulting in free calls between sites.
Mark Heyworth, IT Manager, West London Motor Group said, “The business has grown dramatically over the past few years, we started with one dealership and now have eight.
With each new dealership we acquired a different phone system and it was proving costly and difficult to manage. Actimax has the expertise in the sector and they recommended we move to IP to provide cost savings and the scalability and functionality we require as a growing business.”
Using Callview from Mitel to deliver unrivalled call monitoring and real-time call reporting, West London Motor Group now publishes specific DDI or 0845 numbers on adverts for the different dealers in target publications. This way they can monitor the impact of the advertising campaign by the number of calls coming in and on what number, tracking it back to the advert to see if it has been successful or not. As a result they have made the strategic move not to advertise in certain local newspapers and focus campaigns more online.
Callview also enabled the company to set up a contact centre where they have three agents based in different dealerships, but in the same calling ‘hunt group’, who take overflow calls from all sites. The managing of calls has now become much easier giving them more flexibility and customer service has improved, ensuring that all customers’ calls get through to someone. In the future they will be looking at a screen popping system that integrates with sales management software where a record of customer history pops up on screen enabling the agent to deliver a more personal service.