There has been a noticeable reduction in the number of callers kept on hold or lost in the system.
Cate Whiteside, Systems and Database Specialist.

How L&L improved call handling and reduced costs with Integrated Telephony (CTI) from CDK Global

The Customer

L&L Automotive are a Mercedes-Benz dealership group based in Hertford, Stevenage and Bishop's Stortford.

The Challenge

L&L wanted to find any gaps in their process for handling sales calls. They were also keen to make sure that customers calling their dealership were happy with the service they received. 

They had made a number of improvements in their call handling using a previous version of Integrated Telephony (CTI), but they were eager to understand the impact of new features such as Integrated Call Recording, Call Reporting, Presence and Chat.

The Solution

Having piloted Call Recording and Call Reporting capabilities at their Hertford dealership; they could see the benefits of upgrading all their sites. They were convinced that these features were key to improving the level of customer service within their dealerships.

The Outcome

Improved Call handling

Call Recording allows managers to see if a caller has been kept on hold or been passed between several departments, so L&L now use Presence and Chat to get the caller to the right person as quickly as possible.

No more missed sales opportunities

Call Reporting showed L&L where incoming calls were missed and helped monitor if Sales teams had effectively followed up and called the customer back.

Call Recording highlights if staff are able to effectively manage incoming leads and also upsell additional products & services. As a result of listening to calls, L&L have identified a number of staff training opportunities to improve sales conversions.

Immediate cost savings

L & L removed unnecessary and costly third party software and suppliers.

Cate Whiteside, Systems & Database Specialist states "By implementing the latest version of Integrated Telephony across all our sites, we still enjoy all the benefits we were used to, plus with the introduction of the integrated call recording functionality as standard, we no longer need to pay for a standalone third party call recording solution. Also there have been additional savings, as we no longer need to pay for a 'Mystery Shopper' agency. "

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L & L Mercedes

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