Bob King Automall is a household name in the Wilmington, N.C. region. The auto dealership operates four separate locations and specializes in variety. Mercedes-Benz, GMC, Volkswagen, Buick, commercial trucks, pre-owned vehicles are all part of Bob King Automall’s inventory.
Like most dealerships, Bob King Automall has a main office on each lot along with a service department, and runs its business every day, meaning that salespeople and repair persons are often “on-call.” The customer service operation relies on queuing and scheduling appointments and must also juggle walk-ins, or “drive-ins” as the case may be. Because it needs to send out loan documents and insurance papers, reliable faxing is a must for regulatory compliance.
Until recently, Bob King was struggling along with an analog telephone system that provided very limited, basic functionality. Workers relied on multiple calls and ad-hoc communications to make sure everyone was where they were supposed to be, and there was no appropriate way to track things other than by spreadsheets and manual processes. It was complex, messy, and inefficient.
Even worse, the system was also starting to break down, making maintenance a big headache for the company.
“One night we stayed out here until four in the morning fixing the problem,” said Larry Cox, Bob King’s sales and service manager and IT manager. “We had no choice. Our phones are our lifeblood.”
Teleco of Wilmington, Bob King’s trusted communications vendor for 10 years, recommended making the switch to Star2Star’s Scalable Cloud Communications platform, which supports a unified approach to calling, faxing, mobile support, advanced collaboration features, and more.
For instance, the advanced presence management capabilities of the Star2Star system have revolutionized how the company handles calls. “Receptionist Console is critical. All the receptionists and cashiers, service and sales coordinators, anyone who answers the phones depends on it,” explained Cox. “We use Call Park specifically a lot. We can keep track of everyone on the system, which was impossible to do before. It’s really become a necessity, and it works really well. If we didn’t have that anymore, the staff would go nuts.”
Other productivity-boosters include Star2Star’s mobile app, Mobile Softphone (iOS), Digital Fax, ring groups and call queues.
“It’s easy to configure ring groups and call queues, and very flexible as to different things you can do. I’ve got all sorts of craziness with rollovers and groups,” Cox said. “[Setting up ring groups and call queues] is much easier than any other system I’ve ever worked with.” The system is also configured for Find Me - Follow Me, so incoming calls ring to both cell phone and desk phone simultaneously.
“We hit them both at the same time. That’s really nice, and it works really well. It fits the environment here,” Cox concluded.
To learn more about how Star2Star can flexibly support a car dealership like Bob King, check out the full case study by clicking here.