Improving the Customer Experience for a Motor Dealership

31 Jan 2019 Private sector

Perrys Motor Sales is a franchised dealer representing 16 of the UK’s leading motor brands. It has always had a reputation for great service but its network and communications were failing to keep pace with business demand. Now, with our higher performance converged network, they are improving the customer experience across UK showrooms.

1,500

employees now collaborate

Lower

Call Abandonment

Higher

performance

A bespoke platform to beat the competition

Perry’s needed a bespoke, tailored communications platform and a higher-performing converged network. More specifically they wanted to provide employees in different departments with the tools to work more closely together. They also needed offer customers high-speed WiFi in all their showrooms to keep pace with the competition. Overall, they wanted a more efficient platform, to drive up productivity, win new customers and drive down costs.

Our converged MPLS Wide Area Network now provides connectivity to all of their 40 dealerships nationwide. It not only carries all voice but video, user applications, email and internet services too. It also provides a dedicated, resilient interconnection into the Dealer Management System (DMS).

Perrys chose us because we could deliver the solution end-to-end. From advice to guidance and ultimately the delivery of a communications strategy to cover every part of their business.

CANCOM is a reliable IT partner and has helped us to reduce operating costs and build a future-proof environment.

KEN SAVAGE, CHAIRMAN, PERRYS GROUP

IMPROVED CUSTOMER SERVICE

A faster, converged network has delivered benefits across the business. For example, they can now offer additional collaboration applications and tools to drive up employee productivity.

As a result, customer communications are now much more consistent. For example, the number of lost calls has dropped, as has the wait time for each customer. The shared, centralised Cisco telephony platform has driven the improvements. Now, all Service teams, After Sales, Parts Distribution and New Business Sales,all use the shared platform to operate as one unit across different locations.

Additionally, the new system provides advanced performance control and reporting functionalities. In turn, helping to maximise productivity, efficiency as well as insights for employee training and development.

REDUCED COSTS AND GREATER CONTROL

The network for telephony, data, security, wireless and Contact Center is now converged. This allows greater control across the enterprise and has reduced network costs through economies of scale and bandwidth sharing.

The converged network design is configured to ensure that PCI DSS compliant services can operate across the same platform with other critical corporate traffic – without any security compromises. Centrally managed cyber security tools ensure protection from external threats along with management controls that provide data integrity and privacy.

CANCOM’s highly experienced and friendly team has always provided effective guidance, support and advice, from implementation to ongoing support and maintenance. I am looking forward to grow with CANCOM and continue improving our customer service and productivity.

KEN SAVAGE, CHAIRMAN, PERRY’S GROUP

converged network brings stability

Email, backup and storage services, provided centrally via CANCOM Communication Cloud, and Infrastructure as a Service (IaaS) platform, mean Perrys no longer need to worry about costly hardware upgrades, out of date software or ongoing patches. The offsite data storage and backup platform reduces the ever-increasing cost for storage of data, resulting in secure, more reliable protection. Similarly, all email data is replicated and stored between CANCOM’s multiple secure data centres to ensure that critical data is protected.

Finally, CANCOM’s underlying support service covers all day-to-day response and maintenance tasks, allowing Perrys in-house IT team to focus on more strategic initiatives. The fully managed service minimises disruption when faults occur and ensures that uptime is optimised to all employees and customers.

Technical overvieW – converged network

  • Wide Area network
  • Hosted CISCO telephony platform
  • Centralised guest and corporate wireless network
  • Email, backup and storage services
  • Managed support service
  • Cloud services
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