| IB-Based PBX Convergence –
lets many locations communicate as one
Challenge
The Indy Auto Parts business model is simple, but works amazingly
well. "We do shotgun delivery," says, Kenny Maurer, President
"We deliver almost instantaneously, within 20 minutes."
All Indy Auto Parts stores boast an extensive inventory, and satisfy
a steady stream of busy auto repair shops.
Such a successful formula has so-far spawned the growth of five
stores, four in Brooklyn, one in Queens. Indy expects to add three
more stores within the next two years.
With 40 people handling the counters, the challenge in adding more
stores is to service more customers and faster, without hiring more
people than necessary. Kenny said he wants the ability to quickly
and affordably expand into new geographies, without the typical
infrastructure costs associated with starting up each new location.
Solution
With an IP-based platform, NacTel is helping Indy Auto Parts to
achieve its dreams of efficient expansion. One powerful system can
enable current and future Indy stores to become powerful satellites.
Intelligent call routing can automatically distribute incoming customer
calls to either ready or specifically-requested agents if an extension
is dialed. Stores can used the advanced technology to become more
effective and operate quicker without hiring extra counter people.
While before, each store operated independently, the new system
will enable all stores to function as one big team. They’ll
continue to operate different stores, but will share the benefits
of high-performance technology at each. For example, a counter person
in any store can help a waiting customer.
New stores can be outfitted with state-of-the-art technology that
identifies callers in advance, gets calls directly to the right
sales person without transferring, and automatically queues waiting
customers to the appropriate sales agent – all by merely connecting
into the network.
Benefits
The new system greatly speeds up the customer-serving process,
enabling Indy Auto Parts to preserve its "shotgun" delivery
promise. Kenny says, with the new automated features, he’s
able to reduce call-handling time by about 25 percent.
The new IP-based platform also gives Indy Auto Parts the ability
to grow without huge costly telecommunications investments at each
location, as well as the ability to operate with a minimal staffing
plan. To open a new store only requires an investment in the equipment
needed at that store to access the main system. Kenny adds, "although
we’re running five different locations now, we want to approach
our operation like we’re only running one."
Kenny concludes, "I knew what I wanted and have been hunting
for a system like this for two and a half years. Until NacTel, no
one could help me. I must have met with eight different companies,
but the people at NacTel were the only ones that could answer my
questions.
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