Hall automotive has 14 multi franchise dealerships.  Poor customer experiences due to lack of integration of customer information which resulted in multiple unrelated services calls and information gaps.   Customer may visit several dealerships and get different stories from agents due to lack of consolidated information.

The Solution:  inContact Solution including ACD, CTI, and IVR technologies.

-          Gained a 350 percent increase in production

-          Call time decreased from 5 minutes to 1 minute 23 seconds per call

-          Cost per call cut from 83 cents down to 23 cents

-          Simple scalability matches seasonal fluctuations