Technology -> Systems Mgmt
Released: 18th January 2013
Prestigious car dealership, H.R. Owen, has today embarked on a journey to revolutionise its customer experience using NewVoiceMedia’s ContactWorld for Salesforce true cloud contact centre and customer experience architecture; a first for a company of its size in the prestige car industry to make use of true cloud customer experience services.
H.R. Owen specialises in selling the fastest and most prestigious cars in the world, from Aston Martins and Rolls Royces to Bentleys, Bugattis, Ferraris and Lamborghinis. It employs over 350 people across 14 sites.
H.R. Owen chose ContactWorld because of its Salesforce integration and functionality as a genuine browser-based cloud platform. Having recently upgraded its legacy CRM solution to provide a bespoke customer experience, ContactWorld enabled a natural extension to achieve a personalised service amongst its customers.
“We have high hopes that ContactWorld will be transformative for our business. When a customer rings one of our dealerships, we want them to be recognised at the point the call is answered. Our business is based on relationships and we want to help generate rapport at every customer contact point, from sales to servicing”, said Chris Harris, Marketing & Customer Director, H.R. Owen.
Historically, CRM in tandem with a sophisticated cloud contact centre has been a pipedream and is set to fundamentally change the way H.R. Owen manages and interacts with its customers. Complex call routing with no need to abandon existing infrastructure seemed impossible.
“Not having to rip out and replace our existing telephone system was a compelling proposition in addition to out-of-the-box integration to Salesforce, and the infinite scalability of the cloud. Using ContactWorld will mean that we don’t have to invest in expensive appliances and hardware to get going quickly, unlike some other vendors”.
“We’re planning significant growth in our business this fiscal year so being able to activate our agents with only a phone line and internet connection means we can get down to the businesses of achieving those targets rather than diverting money and time into expensive IT projects, something that is very material for a company of our size”, concludes Harris.
“It’s not just contact centres that need to provide a bespoke end-to-end customer experience over voice”, said Jonathan Gale, CEO of NewVoiceMedia, “specialist industries recognise the potency of integrating cloud telephony to their CRM. People buy from people, so a human conversation is what in many instances will make the difference between a one-off sale and a long standing deeper relationship”.
For further information, please visit www.newvoicemedia.com
Published by: IT Analysis Communications Ltd.
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