Sammy Mellon and Sons limited Sammy Mellon and Sons are a reputable Hyundai car dealership based in Bangor for over 45 years. Specialising in both New and Used car sales they have evolved into one of the main Hyundai dealerships in Northern Ireland, priding themselves on delivering the highest of customer service and after-sales support. The great benefits of a family run business. The Situation: Sammy Mellon’s used their phone system in a very traditional way, throughout their business. One of their main challenges was customers hanging up before the staff on the showroom floor had time to pick up. This should have been an easy one. However, lack of system features made this difficult and they were missingcalls. Furthermore, customer service and after-sales support has been critical to the heightened success of this business and they are always looking at innovative ways to improve. They wanted a way to understand their busiest periods of the day to ensure they had the relevant staffing levels, ensuring that they never miss a call.They didn’t have this capability within their current phone system, nor didn’t wish to pay for expensive third-party software. Solution: Knowing the current system and equipment was not up to their business requirements, we began to assess the options. One of our traditional PBX engineers removed the old system, while a hosted services engineer began the work on their new cloud-based hosted system, giving them all the features they required. Now when a call comes through to any phone, any member of staff can pick that call up from their own device, and if this doesn’t happen the...
Mid and East Antrim Borough Councils The merging of Ballymena, Carrickfergus and Larne Borough Councils formed the new and fresh Mid and East Antrim Borough Councils in April 2015. The most significant change in over 40 years. They are responsible for all Council related duties such as recycling, tourism and planning for over 138,000 people in their district. The Situation: With the newly reformed Councils throughout the province a complete new inbound call routing plan across 26 sites required creation, including a fresh streamlined call flow for over 600 unique phone numbers. The Council had three main sites, each with their own traditional phone system. They had two main goals, the merging of the three existing phone systems and collecting data from their phone systems to improve their service levels. They wanted things such as, missed call reports, average wait times, total outbound calls. This was our challenge; how can we give granular reports over three sites that are not linked in any way, while capturing the data of over 600 phone numbers. Solution: We decided to start with how we can streamline the 600 phone numbers, we thought if the council only had one number, eventually they would no longer need so many. So, we began with a 0300 number that we host in our cloud and filtered all old numbers into it to ensure no calls where missed. We were then able to start looking at collecting data as and when a call came into our number. Once a call came into the 0300-cloud based number, we could implement several features also in the cloud, such as an IVR and announcements. This way customers can now select which office they wish to speak with and we can filter...
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