Connolly Motor Group - How Integrated Telephony is helping the business track and manage customer calls
The Connolly Motor Group’s presence in Ireland stretches back to 1939, but the last few years have seen the family-run company grow at an especially impressive rate, with three sites opening since 2010 and a business that now employs 115 staff across five dealerships.
One employee who has played a big role in that growth is Rory Clarke. Since he joined Connolly in 2010, Rory has been involved with the integration of a number of technological solutions.
Connolly’s were experiencing some problems with tracking and managing customer calls. These problems were pointed out in mystery shops, which found issues with follow-up calls. Rory and the entire business wanted to ensure they were maximising the potential from their valuable customer calls.
We introduced CTI because we wanted all calls recorded – our staff were speaking to customers all day, agreeing service work and car deals over the phone and to have clarity and evidence of the conversation it was vital to have the calls recorded
- Rory Clarke Group Financial Accountant
Connolly's decided to add Integrated Telephony (CTI) from CDK Global. They realised it could offer them the support they needed in telephony – a key component for success in any dealership.
“We introduced CTI because we wanted all calls recorded," says Rory. "Our staff were speaking to customers all day, agreeing service work and car deals over the phone and to have clarity and evidence of the conversation it was vital to have the calls recorded."
The call recording feature has provided the Connolly Motor Group with an unexpected benefit in the form of a training manual, something that has been put to good use in a call centre that has grown from one person to five since January 2014. “Call recording has allowed us to create a very good training manual for the call centre staff," Rory says. "We can pull up 20 calls by current staff and get the new staff to tell us where the calls have been strong, and it’s also an example of what we will expect from them.”
CTI has helped the Connolly Motor Group grow further and maintain their reputation as one of Ireland’s top dealership groups. The call recording feature of Integrated Telephony is what Rory feels benefits the business the most.
“We get mystery shops in our dealership and a key aspect of this was the follow-up call from the dealership, but now we can prove when the customer received that call thanks to the call recording," says Rory. "It’s saved us money on a number of situations where we could’ve been penalised.”