Hatfields

Learn how we helped a large car dealership group to communicate better between their eleven offices with our telephone systems. By implementing a high-speed Internet network and IP telephone system we facilitated Hatfields to save more, minimising call costs between locations, and get better results implementing statistical reports to analyse staff performance improvements.

Background

Hatfields are one of the largest independent car dealership groups in the UK, with over 300 employees spread across its numerous sites. As a family-run business, Hatfields has established a successful dealer network over a number of decades, developing a reputation for excellence in all areas and a loyal customer following along the way.

Task

Hatfields legacy telephony infrastructure consisted of individual telephone system that did not all perform or give any statistical reporting functionality as to the performance of call handling or sales staff. With eleven garages across the UK, each site PBX had ISDN lines connected, and the company was incurring huge costs for 2MB lease lines for each location. Hatfields were also experiencing very slow internet speeds and high call costs for internal calls between locations.

Strategy

Communicate Better have provided a high-performance private network to run demanding applications such as IP telephony, email, video conferencing , file transfer and data sharing. A secure MPLS network was installed to manage all of the internet traffic and replace the 2MB lease lines with up to 100MB of Ethernet connectivity at each site for faster, guaranteed internet access. Each pipe was then prioritised for voice and SIP trunks were overlayed to replace and rationalise the traditional ISDN lines. The state of the art Hosted solution called Horizon, which is a broadsoft-based communications platform was then rolled out across the company to give a centrally managed system.

Results

Horizon can be administered from any internet facing device, enabling the customer to make changes both easily and instantaneously. A unified internal directory provides ease of site to site calling and transfers and also significant cost savings on telephone usage. Online call statistics enable the customer to analyse staff performance levels, which helps improve sales figures and reporting on customer service calls to help shape the overall customer experience.

Hatfields are extremely pleased with the service and new capabilities that have been provided by moving to using Horizon. We were particularly impressed with Horizon’s roadmap and we will be implementing call recording and the mobile integration module when it is launched. As Communicate Better also look after our mobile devices and contract, we now have the benefits of a truly converged solution.

Justin Williams
Hatfields Financial Director


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