Auto Industry

About Our Client

The Patrick Dealer Group has a rich history in the automotive industry dating back to 1907. Based in suburban Chicagoland, they are the go-to spot for purchasing or leasing a new, used, or certified pre-owned car or servicing for BMW, Cadillac, Hyundai, Jaguar, MINI, Volvo, and Land Rover products. Additionally, the Patrick Dealer Group makes tremendous strides in supporting local community organizations and charities.

The Problem

Due to the expansive nature of the Patrick Dealer Group, existing support and communications systems across their seven locations were in disarray. This caused call flow and completion issues, resulting in lost business.

Our Strategy

The biggest differentiator a car dealership has is the customer experience. Engaging effectively with the client in the first 15-25 seconds is everything in terms of their decision to continue to do business with Patrick Auto Group.

Our Solutions & Results

It was evident that reliable reporting tools were needed to harness the power of the latest CRM tools. So, Converging Networks Group leveraged the latest in Unified Communication technology to tap into the industry’s biggest source of leads.

Experts at CNG worked swiftly to implement the Avaya Unified Communication cloud-based communication platform, integrated with a reporting and recording solution, in a single system leveraged across Patrick Auto’s seven locations.

Learn more about Avaya Unified Communication

Results:

A conservative 15 percent growth rate is projected for the year.

New reporting metrics are in place, providing insight on budgeting for marketing initiatives.
Refreshed marketplace differentiation based on superior customer service.
Improved customer engagement, leading to higher sales of new and used cars.
Access to the latest mobility applications, resulting in call capture rates of more than 96 percent.