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Ipswich Audi

Case Study 3

This well known prestige brand based in Ipswich has customer service second to none in all areas of the business, from sales to service and parts.

Issue
Reception at Ipswich Audi had grown increasingly busy. The receptionist is required not only to answer the telephone but also to meet and greet visitors to the centre. As a result not all customers were getting through to Ipswich Audi by telephone in an acceptable amount of time. Indeed some customer contact may have been missed altogether. For this prestige brand it was unacceptable that customers may have to wait for some minutes on the telephone to speak with a member of the service team to book a vehicle for work, or to speak with a sales adviser for advice about a specific vehicle.

Resolution
‘Answer it’ was asked to take overflow calls from the dealership main switchboard. The team at Answer-it are able to take all details relevant to a Service or MOT booking. With regards to Sales calls once details have been gathered by Answer it the relevant sales person is able to make contact back to the customer swiftly, knowing what the customer needs. The service also enables all areas of the business to practice better time management by prioritising their workload.

Comment from David Canham – Head of Business – Ipswich Audi.
Ipswich Audi has been using the Answer it telephone Answering service since July 2007. Using the service to pick up any calls missed whilst our receptionist is on another call. The Answer-it service we ensure that no customer contact is missed. The cost is offset by the guarantee that every customer is spoken to in a professional manner. The phone is answered in a manner specifically tailored to our requirements and messages are quickly Emailed through. From Ipswich Audi’s perspective the use of the service has proved cost effective in ensuring no leakage of calls.

www.ipswich-audi.co.uk

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