Modern communication for today’s Car dealerships
Despite all digital communication channels, most car buyers and customers still prefer to pick up the phone – direct, personal contact creates trust. Provided that the car dealership communication works smoothly. This is often where the difference lies: whether a customer stays loyal or turns to a competitor.
But here is where problems typically arise: the right contact person cannot be reached, promissed callbacks never happen, or important call details get lost. With the telephony software XPhone Connect, you improve customer service and strengthen loyalty. Thanks to efficient call distribution, busy lines and missed calls become a thing of the past.
"For many, a car is much more than just a way of getting from A to B. That’s why our customers attach great importance to service. And that begins with being reachable. A telephony solution has to deliver 100%. XPhone does."
82% of car buyers make contact by phone
BBuying a new car is almost as emotional as having a problem with the old one – though the emotions could hardly be more different. What both emotions have in common: they lead quite immediately to a call to the car dealership. Either to find out about the dream car with full euphoria, or to book an appointment at the service centre as quickly as possible.
Personal contact is still at the top of the list for customers. What has become a no-go, however, is poor availability. "In our experience, customers only call once. If they can't reach anyone, they don't call again," says Alexander Klee from the car dealership Deisenroth & Söhne. "A lost call is potentially a lost lead. That no longer happens to us with XPhone."
According to a survey by the LDB Group, 82% of car buyers use the telephone to communicate with the dealership, which illustrates the importance of telephone availability. To ensure this, efficient communication software such as XPhone Connect is required. The UCC car dealership functionality ensures that calls are not only answered, but also intelligently controlled - across office boundaries, with presence query, group function and direct integration into your applications and infrastructure.
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Optimise the service
with professional car dealership telephony software
Whereas in the past it was mainly about building a personal relationship with customers, today the aim is also to inspire customers, as car dealerships have become easily comparable. One of the most important aspects of a successful user experience is fast, competent service that, at best, goes above and beyond what the customer expects.
So how about greeting your customer by name on the phone? If you not only solve their problem, but also let them know that their MOT is due in two weeks? It is precisely this personal service that creates trust and takes your automotive customer service to a new level: proactive, professional and measurable.
With the call dashboard, you have all relevant customer data to hand directly in the telephone client and significantly improve your service. Alternatively, the appropriate data record for your customer in the CRM system opens automatically during the call. So you start conversations with context – and end up with satisfied customers. You increase your expertise with every call. And take advantage of the decisive advantage over internet providers, where customers usually have to enter lengthy data: at the dealership, you know your customers and offer the perfect advice, saving them time and nerves.
Don't miss any leads: thanks to efficient hotline management, you will no longer lose any calls. Integral call evaluation enables you to recognize peak loads and can intercept them better and distribute them to defined groups. This increases your productivity and ensures you don't miss any leads or sales opportunities. Accessibility via hotlines also works at different locations and on the move. This increases your service level and ensures you don't miss out on any sales.
Why XPhone Connect
- Hotline management | Your employees can dial into the cross-location support hotline from different branches or while working remotely.
- Maximum accessibility | With the team overview and presence management in line with staff council requirements, the call center has an overview of all presences and can connect callers in a targeted manner.
- Completely mobile | Thanks to the Mobile App, employees can use their business or private smartphone on the premises (bring your own device).
- Save costs | XPhone Connect is compatible with numerous telephone systems so that you can continue to use your infrastructure.
- Data protection compliant | XPhone is an on-premises solution. All data (e.g. contacts, chats) is stored on your own server.
- Proven solution | XPhone is already used by more than 100 car dealerships. More than 5,000 employees benefit from the UC solution.
- European developer | With XPhone, you not only benefit from 25 years of UC experience, but also rely on a software developer that tailors its solution to the needs of the European market.
- Remote-work ready |
With tools such as Softphone, Mobile App, AnyDevice, meeting function, screen sharing and presence management, your employees can work effectively and transparently even when working from home.
- Intuitive to use | The UC solution is designed to be straightforward and intuitive for both the IT administrator and the user.
Freedom and control are no contradiction
Being mobile – and still available
On the showroom floor, in the office, in the workshop or on a test drive: a car salesman hardly ever sits still on his office chair, but is on the move. And that's a good thing! Their agility is largely responsible for customer satisfaction and therefore for the success of the dealership. What suffers from his agility: his availability.
The solution
a communication software that creates transparency and improves call management.
100 car dealerships
already use XPhone Connect.
5,000 employees
of car dealerships work with XPhone.
1 million licences
are used by customers worldwide.
XPhone in use
Real-world use cases
Situation | A customer calls the dealership. His air conditioning is no longer cooling.
Problem | The customer expects quick assistance, but the employee first has to search for the customer data: he has no information about the caller immediately available.
Solution | With the XPhone Dashboard, customer information is displayed instantly. The dealership's central databases (CRM, ERP) can be connected so that, as soon as the call comes in, a complete customer profile is available. This means that your employee not only knows the customer's name, but also sees all relevant vehicle information in the dashboard. Alternatively, the related customer data record opens automatically. The benefit: your employee saves bothes himself and his customer valuable time and avoids tedious searching and document poring.
Situation | When a customer is interested in a new or used car, they usually only call once. If he doesn't get through, he turns to a competitor. A busy signal is a sales killer.
Problem | Ensuring availability and at the same time acting efficiently or avoiding idle time is a top priority. But call volumes can vary significantly. It is difficult to predict when more or fewer staff are needed. And above all: when calls are being missed.
Solution | The intuitive hotline management system is easy to administer and can be scaled flexibly to handle peak loads. Teams can quickly organise themselves, while a detailed analytics function shows team leaders exactly when call volumes are at their highest. With the team overview, hotline staff also get a clear picture of colleague availability at a glance.
The ability to integrate employees from multiple locations into your hotline – whether from the showroom floor or working from home – is a real boost for digitalisation in the automotive retail. This makes accessibility a strength, not a weakness.
More about hotline management & team overview
Situation | A car salesman is constantly on the move. Within a short time his workplace can shift from the office to the forecourt and then onto the showroom floor.
Problem | Callers who are interested in a new car, for example, cannot always be put through for advice. There is often a lack of information about where the salesperson currently is and whether they are available at all.
Solution | XPhone offers two answers. First, every employee can be reached via softphone under their personal extension, whether at a desk phone in the office, on their PC while working remotely or on their mobile phone. Second, the presence status shows at a glance which employee is currently available, taking a test drive, already on a call or working from home but still reachable.
More about calling from any device & presence management
Situation | For business reasons (e.g. service contracts), a car dealership wants to do without DECT handsets and landline devices.
Problem | All employees need a comparable alternative to the existing telephony solution. Desk phones and DECT devices connected directly to the PBX will no longer be available. Extensions must be set up as virtual numbers. Existing call pickup groups need to be migrated. And what happens to call forwarding, announcements, gate and lift control, or analog interfaces such as fax?
Solution | With XPhone, you enjoy the benefits of a VoIP telephony solution that frees you from physical desk phones. Using the softphone, employees can make calls directly via their PC – without being tied to a fixed workplace. Flexible seating concepts are made possible as is remote work. With the Softphone in the mobile app, staff can even use their office extension while on the move, as long as they are connected to Wi-Fi.
More about the Softphone
Situation | A new, smaller branch office with a few employees is to be opened near the main site.
Problem | The branch office cannot be connected to the LAN of the main office. Connecting the desk phones or DECT devices directly to the PBX at headquarters would be cumbersome.
Solution | With XPhone, employees can log into the main office infrastructure from anywhere via Wi-Fi and VPN. Using the Softphone, they make calls as usual under their office extension. If, for example, the new site is a showroom and no Wi-Fi connection connection is to be set up, employees can still make calls using their business number: with Softphone Mobile, all contact data is available in the XPhone app in full compliance with GDPR.
More about the Mobile app
Situation | The automotive groups are demanding regional centralisation, and organisations are being merged. At the same time, standardised communication software is to be introduced. The dealerships involved may be running different telephone systems and IT communication solutions.
Problem | Consolidation such divers ITC infrastructures is complex and time-consuming, as many internal processes are tied to them. In addition, it may be necessary to retire or merge existing SIP trunks (external phone lines).
Solution | The XPhone server is multi-PBX-capable and can connect to different telephone systems. Using an SBC (anynode), SIP trunks can be registered and used as a transitional solution until the telephone systems are fully migrated. This way, you maintain flexibility. And even if your architecture changes, XPhone ensures you are well prepared for the future.
Get an overview of XPhone Connect
Personalised customer service
Stay close with the dashboard for car dealerships
Customer service is the top priority in every dealership. It is the foundation for loyalty, leads and revenue. Service means meeting customer needs – and ideally, exceeding expectations. To achieve this, you need to know your customers. In other words: you need the right information at hand whenever acustomer calls.
This is how it works: A customer calls, and his number is stored in your CRM system. So the name is displayed immediately. When the call is accepted, the call dashboard opens. Here you can decide individually which data should be shown – the information you need most often during a call.
The customer needs a spare part? They don't have to rummage through their paperwork, because you have stored the vehicle identification number. One click opens all the vehicle data and you can quickly find out whether the spare part is in stock or needs to be ordered.
On top of this, you can add reminders to the dashboard, for example, when the next MOT is due. Perhaps the customer has forgotten it – your reminder is a great added value at this point. You can also provide information such as the next scheduled service. Or your service center noticed during tyre storage that the tread is worn down and can quickly send the customer a a suitable replacement offer.
A personalized service is what sets your dealership apart from the online platform. Use your advantage!
Still have questions? Let’s talk!
Most popular
The XPhone UC Tools users love
Hotline management
How satisfied a caller is in the end depends crucially on your availability. The crux of the matter is that solutions for intelligent call distribution are generally not only expensive and complex. Above all, they are isolated solutions that cannot be integrated into corporate communications. With TeamDesk, you get the best of both worlds: intelligent call management that is significantly less complex and expensive than a call center solution, but offers far more than a simple ACD or group call.
Accessibility guarantee
Thanks to AnyDevice (making calls under the office number with any device), you can control any telephone - whether mobile or landline - with your XPhone client. Simply enter the number of the desired device into your client. That's it. With the help of AnyDevice, you can set up your hardware in seconds and without any additional investment in infrastructure. You can see who the caller is from the very first ring. And you can expand the call into a conference or toggle it as required.
Presence management
How can you see whether colleagues are at work? Especially when working from home, it is important to communicate attendances and absences. This is where XPhone Connect's presence management comes in. With the clear presence management, you can see at a glance which colleagues are available, who is in an appointment, on the phone or has activated call forwarding. The automatic calendar synchronization keeps the status up to date.