Integrated Telephony is designed to deliver two things: a slick, personalised experience for your customers and more revenue for you.
Integrated Telephony from CDK Global turns your phone into a computer-aided sales and customer service machine. It links your phone system with your DMS customer database, so your staff can manage customer calls with the perfect blend of knowledge, speed and friendly efficiency.
CDK Global Integrated Telephony can give your staff their biggest edge yet: a way to provide 5-star customer service and make every call as effective as possible.
Only CDK Global Integrated Telephony offers true, seamless integration with the Autoline Dealer Management System (DMS).
CDK Global Integrated Telephony seamlessly connects your phone system and Autoline DMS, providing you with ‘click-to-dial’ functionality and automatically ‘screen popping’ all your customer’s key information when you need it.
The benefits of CDK Global Integrated Telephony include:
|Better customer experience||Integrated Telephony cuts call handling times, shortens delays and ensures customers get a quick call back when needed.|
|Improved call results||Every call is logged and recorded, to help you train staff and spot upsell opportunities.|
|Understand your call activity||Easy to use reporting shows how your dealership is performing and highlights any gaps in your call handling process.|
|Manage missed calls||Return customer calls quickly, to make sure you never miss a sales opportunity.|
|Improved staff efficiency||Team members who are busy with other customers receive reminders to call someone back.|
|Review every call||No need for ‘mystery shop callers.’ Since all calls are recorded, managers can check call handling quality at any time.|
|Perfect integration with DMS||Plugs into your existing system, with all your customer records integrated, leaving other standalone solutions out in the cold.|
CDK Global’s Integrated Telephony (CTI) is made up of three key features; CTI Toolbar, Call Recorder and Call Intelligence. Explore how these can help improve dealer efficiency below.
All you need at your fingertips to deliver the very best customer experience.
CTI ToolbarThe CTI Toolbar sits on your computer screen and give you access to:
For staff training and dealer / customer protection
Call Recording uses DMS integration to identify your callers and stores the call against their CRM record.
Unlike our competitors, every call is recorded without the annoyance of dialling a prefixed number, so it’s easy to find any call recording in just a few clicks.
How can Call Recording help your dealership?
Identify training needs
Maximise up selling opportunities
See how Knights BMW, winner of AM magazine’s 2012 Excellence in Customer Service Award, used call recording to improve their processes.
Understand the call activity in your dealership
Call Intelligence shows you the call metrics that matter, including:
Every call is potential revenue opportunity, so how much is an inefficient process costing your dealership?
Call Intelligence gives you the insight you need to create a perfect call handling process. Improve your daily operations, optimise staff levels at peak times and make sure your customers receive the first class experience they deserve.
CTI Wallboard shows your call metrics in real time, in full view on a display monitor in the dealership. Spot any call handling problems and act right away to resolve them
To find out more about how installing Wallboard in your dealership could help you deliver the best customer service.
Multi-site dealers can connect staff on different premises using CTI Link, for effective call handling within a group.
Jemca understand that the way customers are interacting with dealerships and making their purchases is always changing, and they decided that CTI would be an important cog in the wheel of their five-year plan.
In 2011, Knights BMW became one of the first pilot users of CDK Global Integrated Telephony. In 2012, Knights won the prestigious Excellence in Customer Service Award from AM magazine.
L&L Automotive wanted to improve customer satisfaction and identify the gaps in the sales process with Integrated Telephony this was possible.
Most of your customer interaction happens over the telephone.
So shouldn’t your call handling be 100% efficient?
Poor handling of customer calls can really cost your dealership, but do you know how much?
When your customers call, they expect a first class experience. Can you deliver?