Customer service with a smile
The Ridgeway Group is ranked as a Top 20 Largest Motor Retail Group in the UK and listed as 84th in the latest Sunday Times HSBC Top Track 250 league table of Britain’s leading mid-market private companies. They are leading new and used passenger car dealers for Audi, BMW, Mercedes-Benz, Volkswagen, MINI, Skoda and smart and also provide new and used vans and trucks from Mercedes-Benz Commercial Vehicles, VW Commercial Vehicles and Fuso Canter – across 27 locations from Oxford to Chichester. The business, which was first established in 1997, now employs over 1,000 staff and is dedicated to offering customers the highest levels of quality, both in product and service, which is why having the right telephone system was so important.
Motor trade experience
As part of their expansion, Ridgeway acquired some new sites where STL was already maintaining the telephone systems. So when Ridgeway wanted a new telephone system, they agreed to see STL because of our previous experience in providing solutions to the motor trade, despite already having 8 quotes from other suppliers.
Living up to the brand
STL installed a Samsung Office Serve 7200 system at Ridgewayʼs Southampton showroom with IP phones so that staff can plug the phones in and work from remote locations. The Mercedes logo appears on the phoneʼs LCD display which, combined with the high gloss, black aesthetics of the handsets, reflects their brand image. An auto attendant now comes in if the receptionist is busy, all calls are more visible to everyone and transfer of calls is simple with the Windows operator console ʻdrag and dropʼ feature.
Ready to go
The system, which was installed on a Sunday to minimise disruption to the business, had been pre-programmed at STLʼs head office by a senior engineer and key staff had been trained so that everything was working and people knew how to use the new system from the minute the phone lines were open on go- live day.
STL has installed and maintains systems at Ridgeway dealerships in Southampton, Portsmouth, Winchester, Fareham, Nursling, Chichester, Poole, Kidlington, Oxford and Swindon. Volkswagen Newbury and Volkswagen Wantage will be added in 2012. In addition, following an extensive review of call costs, Ridgeway has recently transferred all their lines and calls to STLʼs GreenMinutes to meet their CSR policy and their environmental agenda.