Better Calls, Better Teams, and Better Business
The telephone system helps us make our customers feel valued and respected, which has helped us exceed our 97 percent CSI goal in service. The customer’s information appears for each call, giving us an idea why they’re calling so we can save time and make them feel important. It has also helped us:
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Save two or three steps when responding to each customer call.
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Hold staff accountable for completing their tasks.
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Prove, through call recordings, what we or the vendor or customer said when our integrity is challenged.
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Identify when we need to adjust staffing levels or expand service hours.
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Justify the need for a service BDC that is now bringing in an additional $10,000/month.
In addition, it helps with our employee satisfaction. Parts and service used to have a confrontational relationship. Their staff didn’t know if people form the other department were available for calls. Now, they can see who form the other department is at the desk and available to take a call, leading to more internal harmony.
For a dealership using a Reynolds system, they would have to buy three or four separate services to get the same results that we get with RITS. Every single person in each department has benefited from it. We now retain more employees and customers.
