BACKGROUND
Nidd Vale Group is a multi-franchise motor dealership with showrooms across the Yorkshire region employing approximately 170 members of staff.
The company was keen to improve the handling of inbound calls into the business to improve customer satisfaction and minimise lost sales opportunities by ensuring the correct routing and prompt answering of calls. It was also keen to leverage more from its recent investment in WAN links between sites by reducing the associated costs of internal calls between sites.
The nature of the business means that a large proportion of the staff are not desk based, whether they be on the sales floor or based in the workshop areas. This meant that a solution based on the use of cordless / wireless handsets was required.
SOLUTION
In consultation with SICL, Nidd Vale chose the Cisco Unified Communications Manager platform as it met all of its current and future needs in a single solution. Cisco Wi-Fi enabled handsets connected via a Cisco WiFi network, managed at each site by a Wireless LAN Controller which optimises signal coverage and network load at all times.
The funding of this solution was critical. Nidd Vale acknowledged the benefits this solution would bring to the business, with a Return On Investment (ROI) estimated through increased customer retention and sales plus cost reductions in call costs within the business. The availability of a Cisco 0% finance deal enabled the cost to be spread over a period of 3 years and therefore avoided the need for a large initial capital investment, enabling the business to enjoy the benefits and cost savings of the solution immediately and enhancing the ROI model and project justification.
RESULT
The solution has proved to be a great success with staff benefiting from improved communication with customers and colleagues which has led to greater customer satisfaction and enabled the business to maximise every sales opportunity.
“We worked with SICL to design and implement a solution which fulfilled our requirements from a technical and budgetary perspective. The installation was completed with minimum disruption to our staff and the results have proven this solution a worthwhile investment. The team at SICL were thorough and professional from start to finish.”
Oliver Scaife
Network Administrator