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INsights – Bridging Auto Industry Gaps

By: Steve Weinstock, Sr. Product Manager – OEM and Alliances

It was quite a headache last time I bought a car. Because this is no small purchase, I used all the technological resources around to research what my options were – including submitting requests for various dealers to call with available deals. Every time someone called me back, I had to repeat my request and query.

If I were to do it again today, the dealers most likely to win my business would be using the latest and greatest technology implementations. ShoreTel’s flexibility and ease of integration with leading automotive business processes are key drivers behind an increase in adoption.

ShoreTel Innovation Network validated member bridgeSpeak uses the ShoreTel open APIs to create tools that allow auto dealers to connect their telecommunications tools with their databases for the DMS (Data Management Systems), CRM (Customer Relationship Management) and BDC (Business Development Center) – creating a host of tangible enhancements so dealers can improve business operations.

Screen Pops on incoming calls display pertinent details on existing customers or prospects in a tab format. Now, when I call the dealership to schedule a service, I am greeted with, “Hello Mr. Weinstock. Are you calling to schedule your routine maintenance appointment for next week?” The screen pop information allows any employee in the dealership to handle the incoming calls more effectively and makes them proactive based on the information in the screen pop, which improves customer service/satisfaction.

bridgeSpeak can also help dealers increase service, repair, and body shop revenues with Outbound IVR (Interactive Voice Recognition) campaigns that are interactive and give customers a choice of speaking to a live person “press 1”, or do a simple transaction with IVR such as schedule a recall service. I vaguely remembered receiving a notice in the mail about the recall, but it had completely slipped my mind to call the dealer to schedule an appointment.

Additionally, the bridgeSpeak solution enables a virtual speech recognition platform where a caller simply says the name of person or department they wish to speak with. Some dealers use this capability to help load balance incoming calls to the operator/switchboard so internal employees, vendors, or friends and family can be automatically connected without tying up the operators. This is also immensely helpful if you have an ongoing issue and know you need to speak with “Jack” in the service department, rather than re-explaining your situation to the operator every time you call.

“Customer service is a key differentiator in the auto industry and companies rely on the latest communications technology to optimize customer experience. ShoreTel’s ease of deployment and use, along with its ability to easily integrate with our software solutions, lets automotive companies add the capabilities they need while reducing costs and closing more deals.”
- Mark Murawski, manager of implementation and support at bridgeSpeak.

To learn more about the bridgeSpeak solution with ShoreTel visit the bridgeSpeak Innovation Network site. And if you’re already a ShoreTel Reseller, don’t miss bridgeSpeak’s presentation in the next installment of INsights (Dec. 14 or 15) – a ShoreTel Innovation Network webinar series highlighting Alliance technology partners.

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