HOSTED TELEPHONY IS YOUR TELEPHONY SYSTEM MULTI-TALENTED?

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1 HOSTED TELEPHONY IS YOUR TELEPHONY SYSTEM MULTI-TALENTED?

2 + Friendly: Making every customer feel special + Dynamic: Integrating your DMS, sites, resources, processes + Efficient: Incorporated within your business processes + Smart: Knows who is available to answer calls + Reliable: Customers will always get through to you + Responsible: Taking care of all support and maintenance + Flexible: Adopting new technologies + Adaptable: Making system changes easy + Forward-thinking: Constantly being evolved and upgraded + UNDERPERFORMING Thrifty: Reducing call expenditure TELEPHONY SYSTEMS + Resilient: Secure with in-built business continuity WILL COST YOU MONEY

3 WHY IS YOUR TELEPHONY SYSTEM SO IMPORTANT? Inbound calls to any business are potential sales waiting to happen. So when calls are answered unprofessionally or even worse, not answered at all, your potential or existing customers may go elsewhere with their business. WHAT IS THE REAL COST OF MISSED CALLS TO YOUR BUSINESS? A significant amount of time and money can be wasted if unanswered inbound calls are enquiries generated as a result of an advert or a promotion from your marketing team. This is just one scenario highlighting where potential pitfalls exist in telephony processes. What about the number of follow-up sales enquiry calls or call-backs that never happen? Or the cost to your business if your phones aren t working properly? ARE YOU GETTING THE MOST OUT OF YOUR TELEPHONY SYSTEM? Common telephony issues are the reason why utilising a multi-talented telephony system is a worthwhile investment. It will reveal the true weaknesses in your call processes and provide you with the tools to fix them. Across all your dealer locations, it can smartly manage and measure every call going both in and out. It helps speed up and streamline the call handling process, ensuring that enough staff are available to support the call volumes. And most importantly, it guarantees that your caller will always be able to get through to you. This means more sales enquiries and hopefully, more revenue. WHAT IS HOSTED TELEPHONY? It is a fully managed communication solution from CDK Global. Specifically designed for automotive retailers, it can look after your entire telephony estate, regardless of the number of sites you have. Plus, it integrates your telephone activity with your business processes. With Hosted Telephony it is not just about delivering a slick and personalised service to your customers, it is also about benefitting from the added value of three powerful tools in one solution: 1. Hosted CTI (Computer Telephony Integration): Linking to Autoline Drive, it supports a host of applications such as user presence, screen popping, click-to-dial, missed call tracking, etc. 2. Central Internet-based Management Controls: From one portal, you can manage all your call traffic across every location. The control is put firmly in your hands to configure or make changes to the system. 3. Cloud Platform Provision: All maintenance, upgrades and support of your entire telephony network is taken care of by one supplier - CDK Global.

4 IS HOSTED TELEPHONY FROM CDK GLOBAL MULTI-TALENTED? Friendly and Dynamic: Integrated to Autoline Drive Hosted Telephony works hand in hand with Autoline Drive, linking your phone system with your customer database and other system applications. Your staff can handle customer calls with the perfect blend of knowledge, speed and friendly efficiency. All key customer information and the latest status updates pop up automatically on their screens. Reliable and Responsible: Fully managed communications environment Your entire phone system, network, telephone lines and infrastructure are all taken care of. The headache of managing several phone systems and co-ordinating the support, repair and maintenance with different suppliers for all your sites disappears. Flexible and Adaptable: Management control and visibility It is really easy to make system changes, all from within the central control portal. You can manage everything online without having to visit individual sites to add and remove users or change a hunt group. It comes with built-in business continuity so that all calls can automatically divert to another site or mobile phones in the event of an outage or failover. Forward-thinking and Thrifty: A worthwhile investment with added value The best is still to come as your multi-talented telephony system is future proof and will never become end of life. So any assets which are depreciating at different rates across your sites can be a thing of the past as your hardware and software is provided and continuously upgraded as part of the Hosted Telephony service from CDK Global. Unpredictable repair and maintenance costs are now fully transparent and can be easily budgeted for as they are also included.

5 CLEAR BENEFITS FOR YOU AND YOUR CUSTOMERS ALIKE One Supplier, One Integrated system All managed from a single internet portal with no depreciating assets on your balance sheet. Perfect Integration with Autoline Drive Plugs into your existing system, leaving other stand-alone solutions out in the cold. 1 2 Future-proof Platform Reduced Missed Calls Improved Staff Efficiency It is scalable and fl exible to integrate the latest technologies when they become available. Identify peak call times and then make more staff available, calling customers straight back when less busy. Staff who are already on a call can now receive reminder notifi cations for call backs. No need for the sea of sticky-notes on your desks! Review Every Call Maximise OEM bonuses Improved Call Results The need for Mystery Callers is made redundant as all calls are recorded, meaning managers can listen fi rst hand to how staff are handling any call. by answering calls more effectively to improve CSI scores Calls are logged and recorded to help you train staff and spot opportunities for up-sells Better Customer Experience Understand Call Activity Customers hate waiting you know that as well as anyone. Improved call routing and handling helps cut waiting times, shorten delays and ensures customers get a quick call back when needed. Easy to use reporting functions allow you to see how your dealership is performing, highlighting any potential gaps in your call handling process. 3 8

6 TELEPHONY TOOLBAR All you need at your fingertips The integrated toolbar, on your desktop screen, manages the interaction with the CTI core system using a number of intuitive icons. You will benefit from easy access to: + + Active call information + + Recently dialled number list + + Speed dial configurable for each user + + Interactive on screen dialler + + Telephone control on both the keyboard and screen + + Directory integration linked to Outlook & Active Directory + + Active call notification + + Interactive missed call indicator CALL RECORDER For staff training and protection Call Recorder is a unique and powerful way of training staff. Users and supervisors have immediate search and playback of call recordings. You have instant access to what was agreed over the phone which can be referred to at any time. Your customer s information is stored against every recording so you can be sure that you ve always got the right context for the call. CALL INTELLIGENCE Have a clear view of your team s performance Call intelligence give you a clear view of how your teams are performing with reports on statistics like wait times, missed calls and call volumes by hour. Even a quick look over these reports will help you improve your daily processes, optimise staff levels at peak times and offer customer service that is warmer, stronger and 100% efficient. VIRTUAL RECEPTION Put calls straight through to available staff Let your receptionist focus on greeting customers entering your dealership. Leave the call answering to your central reception client who can see who is available and with one click, transfer the call. The big staff directory display and rapid search tool make it even faster to place calls and never have to dial extension numbers again. MANAGEMENT CONTROL PORTAL Take back control of your telephony system Quick and easy system changes can be made by your managers to add extra extensions or mobile devices. You no longer are at the mercy of suppliers and have to wait days for changes to be made to hunt groups or voic s for example. Everything can be easily managed directly from the central portal without even visiting the site.

7 For more information visit +44 (0) Next Steps: If we have your attention we would really love to tell you more. If you re already an CDK Global customer, then talk to your local Account Manager. If not, we have a dedicated Customer Care team ready to take your call. United Kingdom CDK GLOBAL Cygnet Way, Charnham Park, Hungerford, RG17 OYL Tel: +44 (0) Fax: +44 (0) The contents of this publication are subject to the Disclaimer found at CDK Global. All rights reserved RM V1.0