Customer Success Story
Bob Brady Auto Mall
Industry: Automotive Dealership
As one of central Illinois’ largest and most recognized auto dealerships, Bob Brady Auto Mall carries a wide variety of program, certified and pre-owned vehicles. The dealership also offers special financing for customers with unusual purchasing challenges.
Bob Brady needed to ensure its customers and prospects were all receiving a uniform, pleasant and professional experience. In an effort to improve telephone-based business communications while reducing costs, Bob Brady replaced their aging phone system and eliminated their former, subscription-based call recording solution. The main business problems Bob Brady sought to address were:
- Script compliance
- Staff training and development
- Consistency of service
“We were experiencing lost calls, dropped calls, sales professionals not using our scripts, miscommunication with the service advisors and the service customers. A lot of that, we wanted to repair right away,” said Angie Manns, business development manager with Bob Brady.
Bob Brady installed their OAISYS Tracer solution in 2007. Among the features and functionality that have proven particularly helpful are:
- Call Recording Storage and Archival: Storing their own calls, rather than storing them in a communal repository like their old call recording solution required, has improved security and ease of locating a particular call.
- Comprehensive Reports: The dealership uses call data from Tracer to track the success their marketing efforts and help them fine tune their advertising targets.
Prior to the deployment of the Tracer solution, Bob Brady had utilized Who's Calling, a subscription-based call measurement and monitoring service. ”With Who’s Calling, [customers] would have to dial in on one number, and that would be the only number that we could track. We couldn’t use it for advertising, and we also couldn’t use it to jump in on a conversation. With OAISYS, if I have a sales person or a finance rep on the phone, I can jump in on the conversation and chat with them to help with the phone call or to get to the appointment or handle the concern. I am right there and it’s all live,” Manns explained. “We find that you may only have one chance, and we have to do our best to get it right.”
Additional benefits the dealership has realized since installing Tracer include:
- Improved script adherence and the ability to modify and improve scripts based on actual feedback
- Enhanced training of staff by reviewing calls with staff to show exactly what was done well and where improvements could be made.
Tracer also enabled the management staff at Bob Brady to implement adaptive measures that made them more effective as a team. “Even with management, we’re still learning and we’re still training along with our staff,” Manns said. “We found errors, and we also found out if scripts we were using just weren’t working. We were able to change a lot of things around.”
Manns is thrilled about the benefits Bob Brady has received from Tracer and OAISYS. “When someone gives you more than what you expect, it’s worth every penny that we have invested in this program.”
About Tracer: Tracer is the industry’s leading digital recording solution for contact centers. Tracer utilizes patent-pending OAISYS
Portable Voice Document (PVD™) technology to capture telephone-based interactions as digital call recordings, or voice
documents, that are available to store, organize, playback, annotate and share with others as needed. This core PVD
functionality is paired with Tracer’s advanced contact center management features, including employee performance
evaluations, the ability to live monitor calls, generate quality and resource utilization reporting and synchronized
desktop video recording capabilities. Tracer is compatible with business communication systems from Avaya, Mitel,
Toshiba, Shortel, and many other standards-based IP and legacy TDM systems.