Back to Case studyA Premier Multi-Brand Auto Dealership group Improves Customer Communication Set-Up with Smart Internet Telephony
ShareBusiness Challenges
The customer faced several communication challenges that affected its operational efficiency and customer service quality. Challenges included:
- The use of siloed PSTN telephony solutions was creating barriers in communication between different dealership locations and difficulty in tracking leads.
- Currently the PSTN solutions were location dedicated and had a fixed rental. Also, they were underutilised and failed to deliver the desired value. es.
- Inconsistent and insecure communication systems were negatively impacting CX.
TTBS Solution
To address these challenges, TTBS implemented the Smart Internet Telephony solution.
- Centralized Communication Platform: Integrated all dealership locations across India on a single platform to streamline communication and resource management.
- Enhanced Lead Management Tools: Implemented a missed call solution and virtual business numbers to efficiently track and monitor campaigns and customer interactions.
- Remote Work Capabilities: Introduced smart remote work technology with features like call masking to secure and improve customer communication, ensuring privacy and enhancing trust.
Benefits
- Cost Efficiency and Marketing ROI: The centralized communication platform led to over 50% monthly savings on PSTN costs and improved tracking of marketing ROI.
- Boosted Customer Experience: Seamless and secure communication ensured that no bookings or customer inquiries were missed, thereby boosting satisfaction and loyalty.
- Improved Lead Management: Comprehensive lead tracking capabilities ensured that every enquiry was promptly attended to, fostering greater business growth and customer retention.
