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Garry & Warren Smith

Garry & Warren Smith


Garry & Warren Smith (GWS) sells new or used cars and delivers ancillary service to the retail automobile industry such as insurance and finance solutions and maintaining vehicles. This family business is the oldest and largest multi franchised automobile dealer in Victoria.
Situation

Update existing phone system & provide additional phone features based on customer requirements 

Proposal

Study shows that up to 70% callers are put on hold for at least 43 seconds so Auswide installed a message on hold solution into Avaya 9508 to increase customer satisfaction. Features like call redirection, voicemail and presence were also configured to enhance customer service charter.

Auswide Communications implemented an Avaya IP office 500 seamlessly into the business providing IP telephony, contact centre, call recording and a conferencing solution to help manage business more effectively. For instance, the contact centre shows employee’s status on the computer allowing the call handler to identify if someone is available or not.

We also designed and installed an Audio Visual for their new Holden showroom and Board room at their head office, including high speed HD transmission devices and a server to house their library of content. 

Outcome

This project provided GWS with an opportunity to unify their IP communications capability and features across all sites. As a result, GWS saved time and resources on their communication system, and connected more efficiently with staff and customers.

 

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