Making missed calls a thing of the past for Sammy Mellon and Sons Limited

James Wells : 17/03/19 : 10.46

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 missing
calls.

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 call will forward onto the member of staff’s mobile. Goodbye missed calls.

Once we had the hosted system installed, we started organising Sammy Mellon’s data. We then presented the data in easy to understand graphs showing key points for improvement. We are enabling them to continuously monitor and improve their
customer experience and make their business more efficient.

 

Testimonial:

Gordon Mellon,
Sammy Mellon and Sons Limited, Director

“Since we installed the byphone Enterprise Hosted Telephone solution into our business it has completely changed how we view and understand our communications…. The Solution is really powerful and really easy to use across all users within the business…… The Call Reporting software has given us so much visibility on our inbound and outbound call stats to help us really understand our business and more importantly what our customers think of us…. The simplicity of changing call flows, our IVR and general system changes is also at the click of a
button and can be accessed anywhere which is great especially for me, split across numerous sites.

The byphone Telephone System really is ‘The Power of Simple‘ with Powerful data and has really helped us improve our business.”

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