- On August 30, 2016
West Way Nissan is a fast growing multi-site car and commercial vehicle dealership with branches spread across England. In 2010 the company rolled-out a state-of-the-art telephone system across all 12 showrooms to deliver a coordinated customer experience. Midland Telecom replaced a previously disjointed telephone operation where each site had their own independent phone system.
As a customer-centric company, West Way Nissan strived to provide the highest industry standards in service to all the customers. They had a complete mixed bag of historic phones systems and only some site with receptionist; so it was a free for all for as to who picked up the phone. West Way Nissan had a pretty good understanding of how much activity comes into the business but the telephone was the one thing that was missing.
The Solution: NEC’s MyCalls Manager
NEC SV8100 communication platforms acted as a powerful driving force to boost business performance and customer satisfaction in an increasingly competitive industry.
Each dealership utilises NEC’s MyCalls Manager to report the volume of calls each site is taking and what level of abandoned calls they have. It also allows them to call customers back who they may have missed and the staff performance could also be monitored. Additionally, a call centre operation at Oxford uses a dedicated MyCalls Call Centre application package for taking calls and distributing them to each site.
- Operational excellence
- Saving call costs
- Customer loyalty
“As a customer-centric company, we strive to provide the highest industry standards in service to all our customers. We aim to achieve sustainable growth through consistent operational excellence, innovation, staff and customer loyalty. The NEC phone system is a vital component of this ethos.”
West Way Nissan’s Head of Marketing, Sara Harris
Click here > West Way Nissan Case Study < to view / download Case Study