"If you're considering the Reynolds Integrated Telephone System, you have to get it. No question"
John Lewis is well known for delivering personalised customer experiences and connecting with their shoppers in innovative ways. Whether it’s testing products before buying, staying at an in-store boutique hotel or hosting a dinner party, they set a high level of expectation for customer experiences.
Your dealership is no different - the purchase of a vehicle is one of the most important and expensive purchases a consumer will make. The question is, are you meeting your customer’s expectations and delivering personalised experiences along the way?
It starts with the telephone. The moment the phone rings, your customer’s experience starts. Their first impression is something you can’t change, so it’s critical you get it right.
Arriva Bus and Coach recognised the value of customer experience and implemented the Reynolds Integrated Telephone System (RITS) to help set their dealership apart from others. We spoke to Laura Cooper about their success:
"From the moment we installed the RITS System, we saw results immediately; improved customer service, reduced liability and time savings. If you’re considering the RITS system, you have to get it. No question."
Laura went on to say, "RITS has provided us with huge advances in customer service plus efficiency gains in handling telephone calls, the staff love it and it really helps them do their job quicker and be more productive. We have seen many benefits in call handling and customer service level including:
The one-click to call facility saves two of three steps when responding to each call.
We personalise each response better as RITS provides instant customer information alongside the incoming call.
Calls are distributed to the correct person first time, so reception receives fewer calls.
Calls are distributed to the correct person first time, so reception receives fewer calls."
"RITS fully integrates with our POWER DMS, this level of integration is so advanced it makes the management and operation of the phone system behave as though it's part of the DMS, presenting key customer related data across all departments with the phone call."
Laura concluded, "Delivering the right experience through the vehicle purchase journey is crucial to keeping our customers satisfied. Whether it is the first call, book a service appointment, or ask about a promotional offer, the telephone is the key to our success for managing our customer relationships."
With just one phone call at a time, you can improve your customer experiences, just like Arriva Bus & Coach.