Integrated Telephony
Help maximize your revenue potential with an integrated telephony solution
ADP’s Computer Telephony Integration (CTI) solution allows your phone system to communicate seamlessly with your Dealer Management System (DMS). This enables you to streamline your call processes, improve staff efficiency and increase customer satisfaction.
Integration with your DMS will provide you with a better understanding of customer interactions through the ability to monitor and evaluate calls, and train staff to improve performance.
Integrated Telephony enables you to:
- Address customer by name
- Speed up call handling
- Deal with customer calls more quickly and efficiently
- Review call processes to potentially improve operational procedures and revenue opportunities
- Minimise call waiting times
- Help improve your CSI rating by providing a more personalized service
Improve staff efficiency and customer satisfaction
Integrated Telephony from ADP is the only telephony solution that integrates with Autoline. Now your staff can handle calls more efficiently, easily manage in-house transfers and access customer records with CTI’s Screen Pops.
“We have been able to see quick and direct financial benefits based on this system” (Knights BMW - 2011)
Screen Pops simply "pop up" on your screen, allowing employees to know who is calling before they pick up the phone, providing:
- Customer name and records
- Upcoming appointments
- Open repair orders
- Open deals
Know your customers – increase your CSI.
The Integrated Telephony solution is made up of three key modules
CTI Call Recorder
Use the CTI Call Recorder as a unique way of training staff. Users and supervisors have immediate, online search and replay access to call recordings.
CTI Toolbar
For one dealer, using CTI Call Recorder has improved processes and generated additional revenue. By listening to Service work authorisation calls, they learnt that calls were completed towards the end of the day, when the cars were already off the ramp -- missing additional sales opportunities. By amending their process and making calls whilst the cars were still on the ramps, they improved workshop efficiency and profitability.
ADP’s CTI Toolbar is positioned at the top of your monitor screen and manages telephone interaction using intuitive icons. You will have quick, easy access to:
- Presence and Chat
- Hang up notifier
- Recently dialled numbers
- Speed dial – User configurable
- Telephone Control – keyboard & onscreen
- Directory Integration – linked to Outlook & Active Directory
- Active call notification
- Missed call indicator – Interactive
Call Intelligence
At least 60% of customer contact is via the telephone, most dealerships have no visibility of how they are performing.
Call Intelligence provides you with the analytics so that you know how your dealership is performing. Reports and analysis of call statistics provide call volumes by time of day, waiting times, and the number of missed calls, so staffing levels can be adjusted accordingly to reduce waiting time.
Use the analytics to help your dealership improve processes, optimise staffing levels at peak times, and provide the highest level of customer service.
Why choose ADP for CTI?
For nearly 40 years, ADP has provided business and technology solutions to 27,000 automotive dealerships in more than 90 countries. In addition to dealer management systems, we also specialise in developing integrated applications that further enhance the power of your DMS, helping drive more revenue and profit through your dealership.
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