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Adobe AcrobatVentura Toyota Case Study

Customer Success Story

Ventura ToyotaVentura Toyota

Industry: Automotive Dealership
With one of the most comprehensive parts and service departments anywhere, Ventura Toyota, located in Ventura, California, is one of the premier automotive dealerships in the U.S. They believe strongly in satisfying customers both with the initial purchase and follow-up care of their vehicles and deliver a high-tech service center that is unrivaled by any other shop in their county.

Business Challenge
Auto dealerships face a range of operational challenges on a daily basis. Developing repeat business in both the sales and service departments while keeping costs low is essential to a dealership’s survival and profitability. After getting rid of their old, subscription-based recording solution, Ventura Toyota chose Tracer to help with:

  • Dispute resolution
  • Staff training and development
  • Consistency of service

“What does a new car dealer work on?” asked parts and service director Rob van Nieuwburg. “It’s mostly one- to five-year old vehicles. Hopefully, we retain those customers, because that’s the name of the game in any business. We’ve sold tons of cars in the last three to four years, so we’re benefitting from that right now. The older cars are coming in now, and people are hanging on to them because, economically, they’re worried.Combine those two together, and I think that’s how our record comes into play,”

Solution
Ventura Toyota uses Tracer primarily as a training tool for its staff in order to ensure the best possible customer experience.

  • Search: Unlike other call recording solutions, Tracer’s easy-to-use interface and powerful search capabilities make finding specific calls simple and efficient.
  • Coaching: Building a consistent training program and empowering staff to provide their absolute best performance for each and every call is much easier when the dealership has their own, real world calls to work with.
  • Training: The company regularly reviews calls with staff members to highlight what was done well and what could be improved.

Tracer’s ability to quickly locate and playback calls is very impressive to van Nieuwburg, and he has found it to be far more effective than Who’s Calling, the solution they had previously used for call recording. “To find a specific call by adding in the search criteria, the OAISYS system is much easier for that than Who’s Calling. When I want to find a call, I find it in seconds. It’s much more user friendly. That’s where the OAISYS system just locked it,” explained van Nieuwburg.

Tracer has proven extremely useful in resolving customer service disputes for Ventura Toyota. When a customer complains that a service writer did not fully explain the charges or work to be done, van Nieuwburg can quickly pull up the call in question and find out exactly who said what.

van Nieuwburg is exceptionally pleased with the Tracer system and the benefits it has provided to his service department. “I love the system, it’s been fabulous. I think it’s one of the best things I’ve ever had,” he concluded.

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.