THE CHALLENGE
Renault Trucks Have trusted LG Networks with there UK telephony requirements for a number of years. Over the last 20 years we had installed on premise PBX’s to their sites up and down the country and they have served them well. However over time, the legacy equipment has aged and what with the upcoming retirement of the old ISDN copper network a managed change to VoIP had to be considered.
The key challenge was to implement upgrades at all of the UK site in a timely and cost effective fashion with minimal disruption to the dealership sites and their customers
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THE SOLUTION
Through an extensive consultation period with the senior leadership team at Renault Commercial Trucks, we were able to establish their key requirements. Being a forward thinking and customer focused business, Renault were keen to exploit this necessary change to improve the experience they could deliver to their customers.
LG Networks are not tied to any one supplier, so were were able to run through a few different options and helped guide Renault towards a system that met their requirements perfectly.
They needed a system that could grow as their network did and that was flexible enough to adapt to the dynamic nature of their business and improve the customer experience.
They also wanted to take advantage of new call reporting software and call recording features to improve how they could serve their customers by improving staff scheduling and training.
THE RESULTS
Over a period of nine months every dealership in the Renault network was upgraded to a state of the art fully hosted VoIP telephone system. Due to amount of planning and communication LG Networks completed before the installations the project largely went without hitch.
As always in a deployment of this size there were some teething problems which were to be expected, but through communication with the customer LG Networks support team were able to get them all resolved swiftly and without impacting the business.
Now the system has had a little time to bed in the benefits are becoming clear. Costs have been reduced, Renault have secured their communications network for the 21st century and they are now much more aware of what their customers need.
The use of call management statistics and reporting have allowed the business to schedule staff more effectively at busy times to reduce the amount of time callers have to wait, while call recording has enabled them to train their staff more comprehensively and be even more customer focused.
LG Networks has always offered us a great service, and they were the logical choice. They’re a local company and are very quick to respond to any issues we may have for our phones and networks. It certainly makes sense for us to have one company cover all of these aspects.
Paul Ayer, Dealer Point Manager
Renault Trucks Essex
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