Sheehy Motors Group Case Study

Sheehy Motors Group, one of the leading car dealers in Leinster, have been working with VEI for over 5 years. It is a relationship that we are very proud of here in VEI. We feel that Sheehy Motors Naas can proudly claim to have the best phone system and Wi-Fi of any car dealership in Ireland. Sheehy Motors Group can be confident they can meet the needs of their staff and even exceed the expectations of their customers. We were delighted when Sheehy Motors chose VEI in early 2016 to fit out and manage the phone system and WI-Fi for all their showrooms and workshops in Carlow.


Taking the lead from Audi’s focus on trust, transparency and convenience, the roll out of Audi Cam across their workshop on the Newbridge Road is a great example of how technology can transform the relationship between businesses and their customers.

Wi-Fi

Foremost in the minds of Sheehy Motors was customer experience. “From the moment the customer enters the showrooms, they experience first-class service” says Mr. Frank Kelly, MD of Sheehy Motors. VEI provide a dedicated, high-speed Wi-Fi connection just for customers, who, after all, may need to conduct business of their own while in the showroom.

In order to meet the requirements of the car manufactures, VEI also provisioned for two separate networks for the Audi service department and Sheehy’s own service department. Each technician uses these networks to run diagnostics, schedule tasks and communicate with other staff. A great example to see this in action is Sheehy’s implementation of AudiCam. (LINK) There is also a further, separate Wi-Fi network for staff.

Phone System

Sheehy Motors knew they wanted a converged voice and data network to streamline their operations and bring significant cost savings. They were also looking for specific features:

  • All technicians and salespeople must be accessible on the system at all times for calls or messages even away from their desks
  • A single receptionist must be able to see all staff and their status and route calls based on this information
  • The system must work over two sites: Naas and Carlow
  • Call recording option must be available
  • A call accounting package to provide analysis of phone usage in order to improve deployment of resources

Description

Sheehy Motors Group offer the highest levels of customer care and value to their customers. In Kildare, Volkswagen Naas, Sheehy Motors Skoda are located just off the M7, junction 10 on the Newbridge Road. Volkswagen Carlow and Sheehy Motors Mercedes-Benz are both found on Green Lane in Carlow.

Contact Details

Sheehy Motors Naas
Southern Link Business Park
Naas, Kildare
W91 DR53
Sheehy Motors Carlow
Green Lane
Carlow
R93 AK28

VEI implemented a hybrid solution of SIP trunks (for Internet telephony) and traditional phone lines. This approach boosts resilience and significantly cut costs. A further reduction in the monthly telephone bill was achieved by installing GSM gateways, which gives unlimited calls to mobiles for a low monthly fixed figure.

It was agreed that Sheehy’s should upgrade their local area network (LAN) and, after extensive consultation with VEI, they chose an on-site VoIP solution: OpenScape Business with call centre functionality.

OpenScape (OS) Business is an all-in-one solution for small and medium-sized enterprises. Its functionality of integrated voice services, unified communications (UC) and presence management (revealing the availability and reachability of the team) allows the reception in Sheehy’s, using OS MyAttendant for their switchboard, to be the single entry point for all calls. Each team member has an OS myPortal client device which gives access to all UC smart functions such as presence display, quick search for contacts, phone book, Instant Messaging, voicemail, and optional call recording at the touch of a button. OpenScape Business also meets the challenge of working with multiple sites. VEI put in place AccPlus for their call accounting software, which highlighted the advantages of changing certain integral workflows.

“What impressed me most was their analysis of our specific needs” continues Mr. Kelly. “The way we do business has changed due to VEI’s analysis of our day-to-day communications with customers and within the company. There’s no doubt we now handle our customers more efficiently and VEI’s training in UC means our staff are confident they can offer the best service possible as a team.”

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