£1m communications tech overhaul for motor business
Rawdon-headquartered motor firm JCT600 has invested over £1m in a new cloud-based communications system.
The solution – powered by Halifax-based Vapour Cloud in partnership with Leeds-based Pure Technology Group (PTG) – will see the business move to using technology designed to further improve its level of customer experience and legislative compliance.
When older phone systems started to hold the company back, it took the decision to overhaul the telecoms technology used at all its site, which include 50 locations in the north of England.
Vapour and PTG recommended Avaya’s ACS Select solution. And this precedes PTG’s additional project to design, deploy and support a Virtual Desktop Infrastructure (VDI) within the Microsoft Cloud, to modernise the IT and data management for JCT600.
The 12-month communications project which began last summer is now nearing completion with all dealerships soon to be using the cloud-based telephony platform. The new functionality has been delivered for the same cost as the older system, with the £1m cost spread over the next five years.
Vapour’s CEO Tim Mercer explained: “JCT600’s phone systems were previously updated on a site-by-site basis, as necessary. However, this staggered telecoms investment has resulted in inconsistencies when it comes to the technology being used and the potential level of service delivered.
“If left unaddressed, this could have started to impact upon the qualities that the brand is renowned for.”
Vapour’s cloud-based technology will now also safeguard the motor company from breaching evolving data protection laws. With desk-free showroom environments, all calls now take place behind the scenes, making it difficult to contact a salesperson if they’re out on the forecourt. An app will therefore ensure salespeople can be reached on their mobile, with calls securely-recorded for legislative compliance and utmost flexibility.
PTG Sales Director Gary Saunders said: “In deciding how to upgrade, JCT600 could have invested in a traditional new phone system. But who wants to buy expensive hardware when it’s possible to invest in the cloud environment, benefit from two disaster recovery points for business continuity, and experience greater flexibility?
“Plus they’ll always operate on the best and latest version of technology available.
“This cloud journey has represented a complete digital transformation for the company. This next generation of voice comms will benefit the business and customers alike and is a true example of this company demonstrating its trailblazing status within the motor industry. They’ve been a customer of ours for 10 years now and the level of innovation they continue to demonstrate is vast.”
JCT600’s Group IT manager, Chris Gensmantel, said: “In so many parts of our business, we excel in terms of state-of-the-art, technology-driven customer service, but our historic on-premise telephony would have undoubtedly started to hold us back.
“Vapour’s solution will allow us to streamline our systems and processes, whilst integrating voice into the other exciting technologies we’ve implemented throughout JCT.
“Our 100-seat call centre also plays a crucial role in the long-term, customer-focused service delivery of the group, so we will continue to invest in the infrastructure we provide to this team. Avaya’s AWFOS (Avaya Workforce Optimization Select) product will increase efficiencies and we’re trialling mobile Avaya, plus Avaya video and audio conferencing too.”
