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Tel: 0330 400 5465

CSG
Case Studies

The Client

New Vehicle Solutions aim is to provide any business user, be it Sole Trader, Partnership, Limited Company or any other entity with the best buying service available for their next car or commercial vehicle. With over a combined 50 years motor trade experience regarding the supply of new vehicles and vehicle funding they are in a position to give unbiased, positive advice regarding the supply and funding for the end user. 

 

 

The Brief

With a constant reliance on telecoms services, this being the main channel for clients old and new requesting quotes and raising calls to the Bridgend office, it was necessary that recommendations were made on the flow of services in the event of telephone system down time. New Vehicle had an aged Siemens system that had an overly large ongoing cost to maintain for both the hardware and recurring telecoms charges for line rental and calls through Talk Talk.

After reviewing the telecoms spend, CSG were surprised at how much this was costing the business. A new solution was required that would strengthen the businesses continuity, provide an uplift in technology and a measured return on investment within the relevant enhancements.

The Solution

CSG recommended New Vehicle relegate the costly and inflexible existing systems and migrate to the CSG IPT telephony platform.  

The existing PBX needed to be replaced with the new CSG IPT telephony platform back-end, that would provide the required services such as hunt groups, auto attendant, music on hold and management of the internal extensions. Existing telephone numbers for New Vehicle were to be retained and migrated to the CSG IPT platform, where demands could easily be scaled depending on call volumes. This was extremely important to the client to ensure normal services were delivered front end. Polycom VVX410 handsets were deployed to the desks and set up with the configuration per user. Mobile phone integration was implemented to ensure senior staff are connected to the system irrespective of location and via their iOS and Android devices.

System implementation was managed over separate stages and in line with the timescales of the clients completion date, during standard and out of hours schedules. Ongoing training will be delivered to the key staff and further changes made to ensure the system better suited the needs of the employees.

Finally call analytics software was implemented to help the management team drill down into the performance of the organisation’s staff and easily identify periods where resources needed to be adjusted to suit demands. Intelligent wall boards are displayed to showcase how the different teams are working and performing against the set KPI's.

New Vehicle Solutions take on CSG IPT

"We have built a positive, working, relationship with CSG, especially our Account Manager Andy Eccleston! They fully understand our needs as our internal technology demands change throughout the foreseeable future. CSG always ensure that the systems are maintained and supported to the best possible standards. We would most definitely recommend CSG to businesses or organisations looking to improve their telephone systems!"

Bryn Lee Evans, New Vehicle Solutions

The Result

After completion of the CSG IPT project, New Vehicle benefited from increased telephony performance and availability, reduced risk through use of reliable Polycom equipment and implementation of a lines and calls solution that has saved the business 44% on their connectivity and telecom spends.