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"Advanced Telephony Tools"

This Article: Dealer News / Company News

When a customer calls, how do you use the information provided?

Martyn Morgan, our Business Development Manager, was recently talking to us about his early experiences of some advanced telephony. He recounted the following story in conversation with us...

Many years ago, back when it was quite usual for me to ring a well-known wine merchant with my order, imagine the following scenario. I have to say, it was a good while back and may have been possible on-line, but it would have required me starting up my steam driven desktop PC. There was no ubiquitous smart phone in my hand in those days!

As the customer, I had received in the post, a probable mouth-watering selection of wines and I was eager to place an order. As a customer wanting to spend my money, naturally, I decided to call the well-known wine merchant; the advisor answered the phone “Hello Mr Morgan, nice to hear from you this afternoon, are you calling to place an order with us? Oh, I can see you have just received this month’s wine lovers’ newsletter, would you like to order one of the wines from there?"

Within a minute or so, my order had been placed and the transaction completed. The sales advisor knew exactly who I was, they had access to the current and historical details related to my account, and all this came from my telephone number.
This got me thinking, knowing the customer’s phone number and who they are is the easy bit (there are many different phone systems and business software that can tell you who is calling), but it is how you then use that information that makes all the difference. I knew, right then, that we needed this in our Dealer Management System. Just a couple of years later, it arrived.
Martyn Morgan, our Business Development Manager, was recently talking to us about his early experiences of some advanced telephony. He recounted the following story in conversation with us...

Many years ago, back when it was quite usual for me to ring a well-known wine merchant with my order, imagine the following scenario. I have to say, it was a good while back and may have been possible on-line, but it would have required me starting up my steam driven desktop PC. There was no ubiquitous smart phone in my hand in those days!

As the customer, I had received in the post, a probable mouth-watering selection of wines and I was eager to place an order. As a customer wanting to spend my money, naturally, I decided to call the well-known wine merchant; the advisor answered the phone “Hello Mr Morgan, nice to hear from you this afternoon, are you calling to place an order with us? Oh, I can see you have just received this month’s wine lovers’ newsletter, would you like to order one of the wines from there?"

Within a minute or so, my order had been placed and the transaction completed. The sales advisor knew exactly who I was, they had access to the current and historical details related to my account, and all this came from my telephone number.
This got me thinking, knowing the customer’s phone number and who they are is the easy bit (there are many different phone systems and business software that can tell you who is calling), but it is how you then use that information that makes all the difference. I knew, right then, that we needed this in our Dealer Management System. Just a couple of years later, it arrived.
Imagine if your dealership did this...
The phone rings, one of your service advisors answers, “Hello Mr Morgan, thank you for calling us this afternoon. I can see you have your Ford Focus booked in with us today, the job status shows as ‘Invoiced’. In fact, you should actually have already received an email to say that the car is ready for collection. Do you want me to check this for you, or can I help you with something else?”
 
With just one click, the sales advisor already has the job open on their screen and is poised ready to check any other details, should the customer ask or they need to access other parts of the customer or vehicle records. No searching, no hold music and no delay.
Imagine if your dealership did this...
The phone rings, one of your service advisors answers, “Hello Mr Morgan, thank you for calling us this afternoon. I can see you have your Ford Focus booked in with us today, the job status shows as ‘Invoiced’. In fact, you should actually have already received an email to say that the car is ready for collection. Do you want me to check this for you, or can I help you with something else?”
 
With just one click, the sales advisor already has the job open on their screen and is poised ready to check any other details, should the customer ask or they need to access other parts of the customer or vehicle records. No searching, no hold music and no delay.
Can your DMS do this? OURS DOES…
It starts with the telephone. The moment the phone rings, your customer’s experience starts and their first impression is something you can’t change, so it’s critical you get it right.

For more information about our Reynolds Integrated Telephone System, visit www.reyrey.co.uk/RITS
Can your DMS do this? OURS DOES…
It starts with the telephone. The moment the phone rings, your customer’s experience starts and their first impression is something you can’t change, so it’s critical you get it right.

For more information about our Reynolds Integrated Telephone System, visit www.reyrey.co.uk/RITS
This Article: Dealer News / Company News
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