Everyone remembers their first car – whether they saved for it and bought it themselves, received it for a special birthday, or were handed down the family transportation. Cars are among the largest purchases most people will ever make, bringing a sense of pride to anyone who drives one off the lot. So, how does the automotive industry repeat that positive experience to turn first-time buyers into long-time customers? One word: COMMUNICATIONS
Reinvent Success with Unified Communications (UC) and Drive Your Digital Transformation
Customer satisfaction is a crucial differentiator in the auto industry, and streamlined communication – from the point of sale to regular maintenance visits – is a vital component. To exceed client expectations, dealerships that think beyond the traditional phone system and bring their communications under one platform will excel in the new economy.
By offering secure video, messaging and voice on any device (desk phone, mobile, tablet), auto industry professionals create a seamless experience for customers and employees alike. Whether customers are shopping online or coming in for routine service, UC provides a 360-degree view of the customer journey. Without this, operations become complicated and the rooftop can’t effectively collaborate. Unsatisfied consumers, service delays cause frustration and damage your hard-earned reputation. To outpace the competition and create a repeat-customer environment, automotive businesses must embrace digital transformation and upgrade communications.
Rather than depend on multiple vendors to host a variety of services, fibnet offers a complete solution that includes all the digital features to enable your team to instantly, efficiently, and effectively communicate. The direct result is cross-collaboration within the rooftop staff for quicker lead to sale conversion. It’s this personalized communication that your customers will drive miles for, no matter where they live.
fibnet offers a complete cloud-based solution that unifies the necessary tools to streamline the customer journey and promote cross-collaboration among employees.
- Voice
- Secure Video
- Messaging
- Mobile
- Contact Center
- Virtual Desktops
Automall Upgrades Traditional Phone System to Robust Unified Communications Solution
Bob King Automall, out of Wilmington, N.C., called their telephones the “lifeblood” of their business. But when Larry Cox, Sales, Service, and IT Manager, realized he spent more time with Automall’s phone provider and less time serving customers, he knew he had to make a change. Not only did they outgrow their traditional system, but they also required additional services beyond what their current provider could deliver and so, the right and necessary decision was made to move to fibnet.
Their introduction to fibnet’s UC portfolio provided access to cutting-edge VoIP technology and delivered an advanced collaboration solution that was not available under their previous service. Everyone in their staff, from sales, to repair technicians, to customer service agents, could answer calls anywhere, anytime, whether at their desk, in the lot, or on the sales floor.
The team routinely uses the fibnet mobile softphone applications, the Find/Me Follow Me feature to route desk phones to cell phones, the Receptionist Console, and Call Park, something Cox said his staff would “go nuts” without.
Flow Automotive Streamlines Billing and Hardware Frustrations with fibnet
Similarly, auto dealer Flow Automotive realized they had too many phone numbers, lines and a monthly bill that continued to grow. It was then that they decided to find a new communications solution. With 37 dealerships, composed of 19 brands in 10 locations across two states, it quickly became apparent to Flow Automotive that they must make the shift to a cloud-based communications platform that could be accessed from any of their sites to minimize their need for multiple phone lines, bills, and communication systems.
Initially, Chuck Young, Flow Automotive Telecommunications Manager, chose Flow Mini in Raleigh, N.C., as the test location, replacing 24 desk phones, customer convenience phones, and analog paging services. His team used two separate internet connections and tapped into fibnet’s dual-WAN capability to provide failover protection; in the event, their primary connection was ever compromised.
The pilot implementation was a success! Not only did Flow Automotive significantly improve customer experiences with their new unified solution, but they also drastically reduced the Mini dealership’s communication costs from $1,700 to $300 per month. Today they have fibnet solutions in all of their dealerships and enjoy one single source of billing, thanks to fibnet providing circuits, PBX, and desk phone sets.
“We needed to streamline, consolidate, and modernize our telephone system with minimal interruption to our daily business,”
Chuck Young, Flow Automotive Telecommunications Manager, said.