Challenge

A new Avaya IP Office Telephony platform incorporating ISDN & SIP (VoIP) telephone lines, new telephones and Unified Communications applications.

Solution

A new Avaya IP Office Telephony platform incorporating ISDN & SIP (VoIP) telephone lines, new telephones and Unified Communications applications.

Value Created

Reliability of new hardware and software meant that Ian Boettcher could expand its business seamlessly and was able to come back on line with communication very quickly following the 2011 flood crisis

Enabled the business to create a duplication and deployment plan for growth, with new sites coming on board quickly and cost effectively

Reduced administration costs as staffing could be monitored and adjusted according to need with measurement of call volumes

Allowed users to log in to any IP phone and access their contact lists, calls, messages, direct dial and extension numbers

Provided measurable data in response to marketing campaigns

The Ian Boettcher Group dealerships are an institution in the community of Bundamba, trading for more than 45 years with the type of customer service only a family-owned business can offer. When devastation swept through the business in the 2011 floods, it was imperative to be up and running with absolutely minimal down time.

Company Profile

Since 1969, the Ian Boettcher Group has been offering quality vehicles to sell to Southeast Queensland from their Bundamba offices.

Today, the Group consists of Nissan, Volkswagen, Mazda, Suzuki and Proton dealerships, as well as the largest range of used vehicles in Ipswich and an award-winning racing division. Growth in the past five years has seen the business expand to 150 staff, handling around $150 million in sales annually, up 20 per cent in the past two years alone.

Challenge

The Ian Boettcher Group was conducting business with outdated telephone equipment, running on a ten-year-old system that wasn’t integrated, allowed no facility to transfer calls between dealer sites or to capture voice messages or any data on call statistics effectively.

In addition, the 2011 floods devastated many businesses throughout Brisbane and Southeast

Queensland, bringing trade to a halt as water rose and inundated buildings. The Ian Boettcher Group was badly affected by the floods, with water through the entire business, bringing trade to a halt for days.

Solution

IP Voice Solutions was contracted in 2010 to upgrade Ian Boettcher’s out-of-date telephone system to bring the technology up to a standard that would not only allow for more seamless daily operations, but save the company money in the process during a time of expansion.

“We were very simple when it came to telecommunication,” says Phil Horsfall, business manager.

“Sales don’t rely on technology, but eventually we were starting to get customer complaints as the system we were using was getting old.

“We were frustrated as we had no way to expand the system with the growth in the business. IP Voice solutions came up with the best solution, both with the functionality of the new system and it’s expansion capabilities. (Owner) Ian watches every cent that comes in and out of the business, that’s how we’ve gotten to be where we are today, and he was very impressed by the numbers.”

With the new system up and running, when the 2011 floods struck, flood water went through the main dealership building on Thursday. By Saturday, IP Voice Solutions had visited the premises with replacement equipment to get the business back up and running, allowing telephone communications so customers could reach the dealership without delay.

“We still didn’t have power for a week after that,” says Phil Horsfall.

“We sustained about $1 million worth of damage through the place because we had to replace walls and lost some tools, but all the staff came in and helped to clean up, and having phone communication during that time was vital.”

“We’d never had a proper system for voicemail, so that was something we really wanted, as well as a system that was expandable and easy to maintain.”

– Ian Boettcher Group’s Phil Horsfall

Results

Reduction of outgoing costs

Because phone call and data services were consolidated, the Ian Boettcher Group was able to significantly reduce their outgoing costs during a time of expansion which involved adding an off-site Mazda dealership to the group’s portfolio.

The business’s phone bills have remained constant for the past three years despite sales volume increasing more than 20 per cent.

Service consolidation

The Ian Boettcher Group’s phone and internet service connections were linked in 2010 and brought into the main building, saving the need for a ten channel phone system, and hundreds of dollars per month along with it. This resulted in line rental cost reduction and reduced equipment and servicing costs.

Increased productivity

Previously, all incoming calls were being answered by reception, however with direct lines being introduced, productivity increased in the business and customer satisfaction increased dramatically as waiting times were reduced.

“It was such a big challenge for us to do something new,” says Phil Horsfall.

“We’d never had a proper system for voicemail, so that was something we really wanted, as well as a system that was expandable and easy to maintain. Bottom line was we needed something we knew was going to work.”

The integrated phone system also means customers can now be responded to from any location. For example, if any of the dealership areas are unable to answer a call, this call can now be picked up from any location within the dealership without the customer being aware. From there the customer can be forwarded to the correct location.

“Our staff are very happy with the system,” says Phil Horsfall.

“Our customer referral and repeat business rate is at 40-45 per cent, which is attributable to our people, our culture, and our customer’s ability to be able to get to who they want to speak to, quickly.”

Rapid duplication and deployment

As new sites are deployed, IP Voice Solutions is able to connect telephone systems faster than traditional providers, bringing business online faster.

In 2010, The Ian Boettcher Group looked to establish a new Mazda dealership in a nearby but offsite location.

The integration of the new system was seamless – fibre-optic cable was laid between the existing dealer site and the new Mazda office, and IP Voice Solutions installed equipment to support the 30 new phones at the new location.

Reliable support

IP Voice Solutions’ strong focus on customer relationship management means the Ian Boettcher Group is able to access assistance easily and has a personal relationship with service staff should the need for their help be required.

“We know who to talk to and we can go straight there, we don’t ever have time to try to find out who to talk to with a supplier, so to be able to be able to get on to someone quickly and easily is a wonderful business relationship to have,” says Phil Horsfall.

Applications

• Avaya Preferred edition
• Avaya Contactstore recording
• Avaya Power user profile

Systems
• Avaya IP office IP500
• Avaya 1616 IP Telephone, Avaya 9608 IP telephone, Avaya 9650 IP phone
• Avaya IP DECT, Avaya Reception SoftConsole

Services
• All integration services provided by IP Voice Solutions Pty Ltd

About the Ian Boettcher Group

The Ian Boettcher Group dealerships are an institution in the community of Bundambda, trading for more than 45 years with the type of customer service only a family-owned business can offer.

The Group consists of Nissan, Volkswagon, Mazda, Suzuki and Proton dealerships, as well as the largest range of used vehicles in Ipswich and an award-winning racing division. Growth in the past five years has seen the business expand to 150 staff, handling around $150 million in sales annually.

About IP Voice Solutions

Established in 2005, IP Voice Solutions is an Avaya IP Office Expert accredited mid market partner in Australia. IP Voice Solutions employs engineers across Australia who provide small, mid-sized and large organisations with telephony and communications solutions. The company also offers maintenance and repair services, which ensure systems operate at peak performance. Form more information, please visit www.ipvs.com.au or email [email protected]

About Avaya

Avaya is a global leader in enterprise communications systems. The company provides unified communications, contact centres, and related services directly and through its channel partners to leading businesses and organisations throughout the world. Enterprises of all sizes depend on Avaya for state-of-the-art communications that improve efficiency, collaboration, customer service and competitiveness. For more information please visit www.avaya.com.