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HARWOODS BENTLEY CASE STUDY

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Harwoods Bentley, situated in the heart of the New Forest, is a recent addition to the Harwoods Group. The addition to the group has resulted in more choice and better service for the customer, especially with regard to previously owned vehicles. Harwoods Bentley has a dedicated team of specially trained staff to ensure that the purchasing experience is as pleasurable as the driving experience.

The Problem
Harwoods Bentley were using an outdated phone system with very limited features. The system was proving to be costly to run and it wasn’t helping to improve the overall customer experience. Harwoods had contacted their previous supplier but they found them to be impersonal and extremely unhelpful. 4Com were called in to offer an appropriate solution.

The Importance
Business Telecommunications form a vital part of Harwoods Bentley day to day business. Their customer perception is of utmost importance and being able to deal with customers effectively and efficiently via the phone is crucial. The General Manager of Harwoods Bentley comments, “It is imperative that our customers are given the best possible service, the telephone system plays an important role in this process”. A 4Com telephone system provided the ideal solution.

The Solution
When Harwoods needed to upgrade, their previous supplier was unwilling to send a representative out to discuss their needs. Instead they were given the option of emailing their requirements to their supplier. Telecommunications can be a mine field, especially when someone is not aware of what they require or what is available to them. After careful consultation, Harwoods Bentley decided on a phone system which was equipped with a Voicemail system, DECT handsets, wireless headsets and On Hold Marketing.

The Result
Staff members have found the new system to be extremely beneficial. The wireless phones and headsets have enabled staff members to be contactable at all times. “If a call comes in for a staff member and they are in the workshop all we have to do is transfer the call across to a DECT handset.” This feature has not only saved a lot of time but it has also helped to improve the overall customer experience. The inbuilt voicemail facility has been a great help. If someone is unable to take a call, a voicemail can be left. The handset will flag this up and then the call can be returned at a more appropriate time.

The two stage installation process provided by 4Com meant very little downtime for Harwoods. Full training was provided to all staff members to make sure they were familiar with the new features and how to use the new system.

Harwoods Bentley have had a greater level of support from 4Com than they had from their previous supplier. “We are treated like an individual and whenever we need you, you are always there for us” says Kerry. The phone system does exactly what it says on the tin”.

4Com have managed to save Harwoods Bentley a large sum of money on their previous telephony expenditure and were able to upgrade their phone system. “The deal was painless and we wouldn’t hesitate to recommend you to others. “The result is another happy client who feels that 4Com are always available and are prepared to go that extra mile.