ADP allows Hitachi Capital to gain a competitive edge

Hitachi Capital – a customer story

Company Profile

Hitachi Capital Vehicle Solutions is a division of Hitachi Capital (UK) PLC, part of Hitachi Ltd, one of the world’s largest and most respected groups. Being one of the UK’s leading leasing companies, Hitachi Capital combines technology with market leading customer service to offer the full spectrum of tailor-made fleet finance and fleet management services.

Introduction

The Business Challenge
Hitachi Capital has been using ADP Talk; a range of comprehensive and flexible telephony solutions from ADP for over 6 months now and has been pleased with the initial results.

Hitachi Capital prides itself on taking the time to understand their customers’ business and fleet requirements so that their vehicle leasing, fleet funding and management services can be tailored to meet specific needs. They also provide bespoke solutions for commercial fleets of small, medium and large vans, through to HGVs with specialist ancillary equipment such as cranes and tail lifts.

The company has built on the success of developing strong relationships with customers, maintaining a high degree of adaptability and developing innovative and bespoke services in response to changing market needs. This success is underpinned by the use of the Kestrel software solution from ADP, a fully integrated system for contract hire, leasing and transport companies.

The telephony system is also a core part of the Hitachi Capital business model. Hitachi Capital employs dedicated teams of people who are focussed on providing a high level of support to their various fleet accounts.

When Hitachi Capital was looking to replace their ageing telephony infrastructure, ADP was asked to put together a proposal which would not only address the core requirements but also deliver additional features which would allow operational improvements.

How ADP helped

Having conducted a tender exercise with potential suppliers, including ADP, Hitachi Capital was convinced that the solution put forward by ADP was the most suitable for their operational requirements.

ADP offered an innovative communication solution, designed to seamlessly connect multiple locations, people, information, and other external telephone systems within the same communications framework. This was based around the comprehensive ADPTalk product portfolio and utilises the EnterpriseIPT, CAS Contact Centre and Call Attendant products. The core telephony system is delivered using EnterpriseIPT which is based on the market leading Cisco Unified Communications platform. The solution is configured to utilise Hitachi Capital’s existing Wide Area Network to expand the solution to a second site in Trowbridge.

Call Attendant provides a comprehensive and feature rich Interactive Voice Response (IVR) and Customer Call Handling system, specially designed for the business requirements of Hitachi Capital. This solution delivered the flexibility to route calls across both Hitachi Capital Vehicle Solutions’ locations, as well as providing strong resilience features. The system also routes calls to a number of external partners for specific support functions, all the time tracking each call and providing important statistics on all call activity.

Within the business, the telephony integration software ‘CAS Contact Centre’ was implemented. This provides total transparency for the business for all telephone activity, as well as detailed statistics and a mechanism to support the complex call routing structure required by all the individual account teams in the organisation.

What the customer says

Tim Bowden, Head of Operations, explains the background, “Our existing telephony infrastructure had become rather outdated and did not fulfil our operational needs. We were unable to perform effective analysis of user performance or produce adequate reports. EnterpriseIPT enables Hitachi Capital to efficiently handle in-bound calls in a professional and friendly manner. Additional functionality enables the business to tightly control the delivery of all in-bound calls. It also allows the account teams to function more efficiently and provides total visibility over the entire telephony estate. Combined with the integration to Kestrel, detailed reports, company and personal telephone directories, this solution was ideal for us.”

In summary, ADP offers a unique capability, which brings together the benefits of integration with Kestrel and advanced high performance telephony. Hitachi Capital, now has complete visibility of call activity, key performance indicators and enhanced reporting functionality, to oversee the entire business performance.

The solution seamlessly combines Cisco’s world class IP communications platform and ADP’s business specific software solutions and IT services.