Leveille Ford, a prominent car dealership in Saint-Jérôme,  known for its dedication to customer satisfaction and service excellence, faced significant challenges in managing their call flow and optimizing customer communication. Luc Rozon, the General Manager, alongside Jean-sebastien Laurin, Head of the Service Department, sought innovative solutions to enhance their service appointment processes and overall call management.

Challenges

Léveillé Ford's primary challenges included:

• Lack of tracking for incoming and missed calls, leading to uncertainty about the volume and impact of missed opportunities.

• Limited capacity in handling calls for service appointments, with only one person managing this critical task.

• Online service appointments accounted for a mere 3% of their total appointments, a figure they were keen on increasing.

• Existing VOIP platform provided no call reporting features, leaving the dealership in the dark about call patterns and inefficiencies.

• The call flow system was outdated and complex, resulting in inefficient call handling and customer dissatisfaction.

Solutions Implemented

To address these challenges, Talksoon provided a comprehensive suite of solutions:

• Integration Across Departments: Talksoon was integrated at the reception, sales department, service department, and parts department to ensure a unified approach to call management.

• Optimization of IVR Systems: Collaborating with their phone provider, Talksoon helped to simplify and optimize the Interactive Voice Response (IVR) system, making it easier for customers to navigate.

• Service Department Call Handling: By using Talksoon’s reporting, Daria Grzeszczakowski from KPI Solutions concessionnaire (a leading consultant firm in Quebec) was able to improve their call handling process for service appointments calls.

• DMS and CRM Integration: By integrating with Léveillé Ford's Dealer Management System (Keyloop)and Customer Relationship Management system (Activix) , Talksoon facilitated the conversion of missed calls into online service appointments and streamlined lead management.

Results

The implementation of Talksoon's solutions yielded remarkable results for Leveille Ford:

• A significant reduction in missed calls for service appointments by 70%, thanks to enhanced call flow and handling processes.

• Over a 300% increase in online service appointments, vastly exceeding the dealership's initial objectives.

• The generation of more than 100 qualified leads for the sales department, contributing to potential sales and customer base expansion.

• Monthly reporting on missed calls, helping the management team better assess staffing issues.

Jean-Sébastien Laurin expressed profound gratitude for the marked increase in online service appointments and the dramatic reduction in missed calls, stating,

"Talksoon's solutions have revolutionized our approach to customer communication, significantly enhancing our service efficiency and satisfaction."

Luc Rozon echoed this sentiment, highlighting the importance of optimized call experiences in improving customer service:

"Our partnership with Talksoon has been instrumental in transforming our call management processes, leading to noticeable improvements in customer satisfaction and operational efficiency."

Léveillé Ford's collaboration with Talksoon.com exemplifies how strategic interventions in call management and customer communication can lead to substantial improvements in service delivery, customer satisfaction, and business performance. Through innovative solutions and dedicated partnerships, Léveillé Ford has set a new standard in automotive dealership customer service.