Dealership Phone Systems? From apps to CRM Integrations, what you got?

[Dan Sayer]

GoTo, RingCentral, TotalCX, Nextiva, Momentum, and the list goes on. I'm currently in the middle of looking for a new business phone system for our 13 retail and service locations (run through 7 systems). I'm curious to know what the DR crowd is using at their retail locations and what experiences you've had. The plot thickens when adding a phone tracking provider like CallRevu, Purplecloud, or TotalCX for CRM integrations. Here are my current combination options:

- RingCentral plus CallRevu/Purplecloud/TotalCX connected to CRM
- GoTo highlights their relationship with CallRevu but Purplecloud has deeper integrations with some CRMs. Can work with TotalCX
- TotalCX (formerly InteractiveTel) can do it all (Phone system and tracking) without adding CallRevu or Purplecloud
- Nextiva plus CallRevu/Purplecloud/TotalCX but may not have an SMS API, which would kill that pretty quick for CRM integration.
- Momentum is our current phone provider but is built on the same platform as Nextiva so may have the same limited integration capability

The other variables:
How good is the app if the user doesn't really need a desk phone?
Can it play with Azure/Microsoft Office 365 for User management?
99.999% Up Time?
Cost?

What are you using?

 

[Todd Thompson]

Been a hot topic for us for years and years ie:

Todd Thompson Changes the Way A Network of Auto Dealers Uses The Phone

With a call tracking app, a cloud-based IVR and an integrated appointment reminder system, Steele Auto transforms the way its auto dealers use the phone.

www.twilio.com

Currently approaching this completely different and coincidentally just launching it in a few of our stores this week to test live. Huge issue is service calls go to voice mail over and over and we may be waiting on an ok for work while the car is on the hoist etc.
Now, call comes in, we reverse look up in our own DB for a phone match, if matched, pull the record, greet by name, if open RO, ask if its regarding the vehicle and reroute phone directly to three phones same time... advisor, service manager and in our case, the video advisor. Also test to see if that store service dept is open and redirect if after hours. Plus if a match, no open RO, we ask if they want to book an appt and reroute to BDC. No human intervention required. Rolling our own solutions have proven to be the best route for us.

 

[Dan Sayer]

Been a hot topic for us for years and years ie:

Todd Thompson Changes the Way A Network of Auto Dealers Uses The Phone

With a call tracking app, a cloud-based IVR and an integrated appointment reminder system, Steele Auto transforms the way its auto dealers use the phone.

www.twilio.com

Currently approaching this completely different and coincidentally just launching it in a few of our stores this week to test live. Huge issue is service calls go to voice mail over and over and we may be waiting on an ok for work while the car is on the hoist etc.
Now, call comes in, we reverse look up in our own DB for a phone match, if matched, pull the record, greet by name, if open RO, ask if its regarding the vehicle and reroute phone directly to three phones same time... advisor, service manager and in our case, the video advisor. Also test to see if that store service dept is open and redirect if after hours. Plus if a match, no open RO, we ask if they want to book an appt and reroute to BDC. No human intervention required. Rolling our own solutions have proven to be the best route for us.

Holy cow. Tekion friendly?

 

[Anthony G.]

GoTo, RingCentral, TotalCX, Nextiva, Momentum, and the list goes on. I'm currently in the middle of looking for a new business phone system for our 13 retail and service locations (run through 7 systems). I'm curious to know what the DR crowd is using at their retail locations and what experiences you've had. The plot thickens when adding a phone tracking provider like CallRevu, Purplecloud, or TotalCX for CRM integrations. Here are my current combination options:

- RingCentral plus CallRevu/Purplecloud/TotalCX connected to CRM
- GoTo highlights their relationship with CallRevu but Purplecloud has deeper integrations with some CRMs. Can work with TotalCX
- TotalCX (formerly InteractiveTel) can do it all (Phone system and tracking) without adding CallRevu or Purplecloud
- Nextiva plus CallRevu/Purplecloud/TotalCX but may not have an SMS API, which would kill that pretty quick for CRM integration.
- Momentum is our current phone provider but is built on the same platform as Nextiva so may have the same limited integration capability

The other variables:
How good is the app if the user doesn't really need a desk phone?
Can it play with Azure/Microsoft Office 365 for User management?
99.999% Up Time?
Cost?

What are you using?

Ring Central for 28 stores. PurpleCloud to connect to CRM ELead or VIN. The app is good enough. If half have desk phones and the others are app-only it could cause problems with phone ups. There can be a minor delay between Desk/App that would make for awkward conversations Not to mention the HR nightmare of forcing an app on one's personal cell phone. DM is open if you want the specifics.

 

[Dan Sayer]

Ring Central for 28 stores. PurpleCloud to connect to CRM ELead or VIN. The app is good enough. If half have desk phones and the others are app-only it could cause problems with phone ups. There can be a minor delay between Desk/App that would make for awkward conversations Not to mention the HR nightmare of forcing an app on one's personal cell phone. DM is open if you want the specifics.

I DM'd you.

 

[DrewAment]

Not to mention the HR nightmare of forcing an app on one's personal cell phone.

Not only HR, but some states have laws on the books that if an employee is "forced" to use their personal device that you (the business) have to pay for a reasonable percentage of the device and monthly service.

re: California Labor Code §2802, some other states have similar too.

Savings on not having to buy desktop phones vs. using app based phones might not math out if you consider that.

Be careful too if the system does not integrate with your clock in/out system, as answering the phone "afterhours" in some states is considered "on the clock" == overtime, etc.

Point is >> check your state labor laws, have a lawyer draft a good BYOD resolution/agreement for your employees.

 

[Dan Sayer]

Not only HR, but some states have laws on the books that if an employee is "forced" to use their personal device that you (the business) have to pay for a reasonable percentage of the device and monthly service.

re: California Labor Code §2802, some other states have similar too.

Savings on not having to buy desktop phones vs. using app based phones might not math out if you consider that.

Be careful too if the system does not integrate with your clock in/out system, as answering the phone "afterhours" in some states is considered "on the clock" == overtime, etc.

Point is >> check your state labor laws, have a lawyer draft a good BYOD resolution/agreement for your employees.

Thanks, @DrewAment. Our Variable teams already use their phones for the CRM and video apps so that won't be an issue, as far as pushback. That and Nebraska and Missouri can require an employe to provide their own device (like techs and tools) so our handbook outlines that already. We'll probably start with full desk phone and app licenses and then subtract desk phones as employee realize they don't need the desk phone. I would imagine Fixed employees continue to use desk phones only, which is fine.

Do you have any feedback on Ring vs GoTo and CallRevu vs Purplecloud or TotalCX?

 

[Andrew Hobdy]

I would love to discuss DealerPhones by ClarityVoice with any of you. We offer full call recordings and analytics right there on our app. Our app flows seamlessly between devices and desk phones but more importantly, with Clarity Cellular, we can put a virtual sim on the user's device, they can text, call send video etc without an app and everything is in your system. They simply choose between their business and personal lines.

 

[Andrew Hobdy]

Been a hot topic for us for years and years ie:

Todd Thompson Changes the Way A Network of Auto Dealers Uses The Phone

With a call tracking app, a cloud-based IVR and an integrated appointment reminder system, Steele Auto transforms the way its auto dealers use the phone.

www.twilio.com

Currently approaching this completely different and coincidentally just launching it in a few of our stores this week to test live. Huge issue is service calls go to voice mail over and over and we may be waiting on an ok for work while the car is on the hoist etc.
Now, call comes in, we reverse look up in our own DB for a phone match, if matched, pull the record, greet by name, if open RO, ask if its regarding the vehicle and reroute phone directly to three phones same time... advisor, service manager and in our case, the video advisor. Also test to see if that store service dept is open and redirect if after hours. Plus if a match, no open RO, we ask if they want to book an appt and reroute to BDC. No human intervention required. Rolling our own solutions have proven to be the best route for us.

If you have a developer that does this for you, this would easily work through our API system

 

[Andrew Hobdy]

Thanks, @DrewAment. Our Variable teams already use their phones for the CRM and video apps so that won't be an issue, as far as pushback. That and Nebraska and Missouri can require an employe to provide their own device (like techs and tools) so our handbook outlines that already. We'll probably start with full desk phone and app licenses and then subtract desk phones as employee realize they don't need the desk phone. I would imagine Fixed employees continue to use desk phones only, which is fine.

Do you have any feedback on Ring vs GoTo and CallRevu vs Purplecloud or TotalCX?

I would love to chat with you about our cell options that would solve your app problems and might be a good solution for you.