Progress joins forces with VoiceSafe
Progress DMS have joined forces with VoiceSafe in a development project aimed to provide car dealers with an even greater edge in a toughening economic climate.
The joint software development project between VoiceSafe and Progress DMS allows dealership staff to listen to customer phone calls directly from the Progress Insight and Vehicle Health Check application which assists businesses in better managing their customer contact and up-sell process while their vehicle is in the workshop.
By integrating the two systems, dealership managers can enjoy the best of both worlds: up-to-the-minute information on a particular car’s progress through the workshop as well as the accompanying communication process and direct access to recordings of inbound and outbound telephone conversations between staff and customers.
The joint system aims to improve customer service by enabling managers to identify training issues as well as improving the customer contact process. Longer term, implementation of the systems will help reduce costs generating from customer complaints and increase customer satisfaction (CSI) scores, which for many franchises has a financial implication. Some Insight customers have experienced CSI improvements of up to 40% on key questions.
Paul Cleverly, VoiceSafe sales director, said: “The new integration with Progress’ Insight software will assist the dealer management team to reduce costs and increase revenue by managing phone calls and using the Insight system to ensure that staff are using the very best communication skills possible across the business.”
Carl Lightfoot, technical director at Progress DMS commented: “The development work undertaken with VoiceSafe has been of great significance and benefit to the Insight product which in turn will produce even greater benefits for businesses. Insight, as a result, is now an even more powerful communication tool for our customers.”
Ian Harrison, IT Manager at John Clark Group, said: “The addition of VoiceSafe functionality in our Insight system is proving to be invaluable for resolving customer concerns where telephone conversations are involved, as well as identifying any additional training we may need for staff. This functionality can only help us to improve our customer communication process moving forward, and so has been gladly welcomed by our dealership.”
Product details:
For more information, please contact:
Ritchie Kelk
Progress DMS,
Tel: +44(0)845 257 9305
Mob: +44(0)7832 139367
Email: ritchie.kelk@progressdms.co.uk