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Success Stories

Paddock ChevroletOAISYS Case Study:  Paddock Chevrolet

For more than 77 years, Paddock Chevrolet (www.PaddockChevrolet.com) has been delivering quality Chevrolet vehicles to Western New York and beyond. Conveniently located north of Buffalo in the heart of Kenmore, New York, Paddock Chevrolet proudly serves Buffalo and Western New York Chevrolet customers with the largest selection of vehicles in the area. In fact, Paddock Chevrolet has been the largest passenger sales volume Chevrolet dealer in the nation for nine of the past 10 years.

The dealership attributes its success to having more cars than any other dealer in the nation, with the best selection, the best service and the best deals. This success has empowered Paddock Chevrolet to give back to its community by supporting nearly 40 local charities.

The Challenge

Paddock Chevrolet has a 20-agent contact center with two queues to handle inbound calls for sales and service. All incoming calls are answered live during business hours.

Jeff Payne, CFO for Paddock Chevrolet, specified the dealership’s communications objectives, which included implementing a feature-rich contact center with call recording to improve customer, agent and supervisor experiences. He also wanted to be able to track which advertisements resulted in calls by prospective customers.

Tony Corigliano, vice president of Authorized Toshiba Dealer AT Technology Inc. (www.ATTechnology.com), based in Tonawanda, New York, recommended OAISYS Tracer. He said, “OAISYS Tracer is an intuitive, easy-to-use, yet very robust call recoding solution. It helps companies meet their goals by enabling them to hear exactly what their customers and agents are saying, for both live and recorded calls.”

The Solution

Easy and intuitive for the agents to use, OAISYS Tracer makes accessing and retrieving call recordings simple and efficient. In addition to capturing the call audio and all available descriptive data as a digital media file (voice document), Tracer is enabled to record and view live agent desktop screen activity.

Using OAISYS Tracer, Christine Gambacorta, Paddock Chevrolet’s contact center manager, can easily find, review, mark and share any call recording. Gambacorta listens to both live and recorded calls for training and best practices. By listening to calls, Gambacorta learns what customers are saying and how agents are responding, so she can improve customer service and implement best practices for optimum agent training.

Listening to customer calls has also given Paddock Chevrolet management greater insights into their customers’ needs and requests as well as enable them to track which advertisements resulted in calls by prospective customers. Prior to using Tracer, Paddock Chevrolet did not have a call recording solution. Now with Tracer, every call is recorded.

“OAISYS Tracer is very effective in helping us meet our goals of understanding what our customers are saying and how our agents are responding. It’s a more complete solution than the other call recording applications we considered,” Gambacorta said. “With OAISYS Tracer, we found the right call recording solution to work with our Toshiba IPedge® business telephone system.”

The Bottom Line

Using Tracer call recording has made a positive impact on the quality and consistency of Paddock Chevrolet’s contact center calls, resulting in improved customer service and the ability to track advertising success. Using OAISYS call recording to manage staffing has also helped Paddock Chevrolet reduce overall contact center costs.

According to Gambacorta, “OAISYS Tracer has made a positive impact in helping us improve agent performance and the overall quality of service. Hearing call recordings has helped us improve our customer service and has enabled us to better track advertising for even greater success.”