West London Motor Group Uses Mitel For Improved Customer Service and Savvy Marketing

May 27, 2009


West London Motor Group Uses Mitel For Improved Customer Service and Savvy Marketing

West London Motor Group Uses Mitel For Improved Customer Service and Savvy Marketing



The IP based Mitel 5000 Communications Platform networks all of the West London Motor Group's eight sites together using MPLS, resulting in free calls between sites.

Mark Heyworth, IT Manager, West London Motor Group said, "The business has grown dramatically over the past few years, we started with one dealership and now have eight.With each new dealership we acquired a different phone system and it was proving costly and difficult to manage.  Actimax has the expertise in the sector and they recommended we move to IP to provide cost savings and the scalability and functionality we require as a growing business."

Using Callview from Mitel to deliver unrivalled call monitoring and real-time call reporting, West London Motor Group now publishes specific DDI or 0845 numbers on adverts for the different dealers in target publications. This way they can monitor the impact of the advertising campaign by the number of calls coming in and on what number, tracking it back to the advert to see if it has been successful or not.  As a result they have made the strategic move not to advertise in certain local newspapers and focus campaigns more online.

Callview also enabled the company to set up a contact centre where they have three agents based in different dealerships, but in the same calling 'hunt group', who take overflow calls from all sites. The managing of calls has now become much easier giving them more flexibility and customer service has improved, ensuring that all customers' calls get through to someone. In the future they will be looking at a screen popping system that integrates with sales management software where a record of customer history pops up on screen enabling the agent to deliver a more personal service.

About Mitel

A global market leader in business communications powering more than two billion business connections, Mitel helps businesses and service providers connect, collaborate and provide innovative services to their customers. Our innovation and communications experts serve business users in more than 100 countries. For more information, go to www.mitel.com and follow us on Twitter @Mitel.

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Contact Information

Mitel Public Relations

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