ADR benefit from a new Samsung system.
Case studies |
ADR is a group of accident repair centre consisting of 7 UK sites. The group were using a Siemens system which could no longer be supported and included high maintenance costs and poor support from their existing provider. Their main concern of computer telephony integration and further development was not possible under the current system.
After an initial meeting it was concluded that primary client needs included:
- Database integration
- Call recording
- Call centre integration
- Management information from the telephone system from the call centre.
Avandda proposed a Samsung system with an ISDN 30 line capacity. A mixture of digital and analogue extensions on the local side was further expanded by IP handsets for the remote body shops. This solution was then agreed and installed.
Additional features included in the system are:
Auto attendant - used to stream line inbound call distribution to the customer service centre and supporting departments i.e., accounts, administration, parts, customer service.
Full call recording on all extensions is used daily for quality control, customer transaction traceability, staff training and continuous staff development and process improvement.
