Ken Garff Automotive

National Automotive Dealer Drives Customer Service to Higher Levels With Zultys VoIP System

“Since installing the Zultys solution, we have dramatically cut costs, provide a new level of customer service, improve productivity and enhance communications. Our new system has completely changed the way we communicate. If you’re looking for a business communications solution to help improve your business and save money, you definitely need to consider Zultys.”

Maddie Barker

Telecommunications Manager
Ken Garff Automotive

Profile

  • National car dealership with 39 locations in UT, CA, TX, IA and IN
  • Multiple sites need to be connected into a single, seamless system in order to improve communications and enable affordable scalability
  • Looking to eliminate expensive third-party services and reduce ongoing operational, support and maintenance costs

The Customer

Ken Garff Automotive Group was established in 1932 upon the principles of honesty, integrity and personalized service. Since its humble beginnings at a local gas station, the dealership has grown into an automotive powerhouse with 39 new car franchises, three used car stores and two collision repair centers. The dealership has locations throughout Utah and has acquired stores in Texas, Indiana, Iowa, and California. The company also has business interests in insurance and warranties.

The Challenge

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With 80 years of success based on the principles of honesty, integrity and personalized service, Ken Garff Automotive knew its aging phone system was in trouble when the company started encountering service issues.  A business that attributes a lot of its success on the end-to-end customer care cycle, Ken Garff Automotive started to encounter problems with their aging Comdial phone system.  The time to start investigating and investing in a new technology solution had arrived.  In addition to the service issues related to their aging phone system, the company also identified that it was paying for an expensive third-party service to assist with its customer care process. Company executives wanted to reduce those ongoing operations and maintenance costs associated with the old phone system.

The company contacted their local communications partner, CCI Intellisys, to start exploring new system options. CCI Intellisys performed a full audit of Ken Garff Automotive’s communications system, from monthly line costs to unified communications (UC) needs. The in-depth evaluation allowed CCI Intellisys to understand at a deep level what system to recommend to fit business goals. Migrating to VoIP system architecture would offer the flexibility to connect multiple offices into a single, seamless system in order to improve communications, cut costs and ensure affordable scalability.

The Solution

After evaluating a variety of VoIP solutions, Zultys became the clear choice.

“There’s no question that Zultys was the best fit for our organization’s needs,” said Mark Boehlen, CIO of Ken Garff Automotive. “Its integration with of voicemail, fax server, IM, videoconferencing, and other features make it a Cadillac at a Honda price.”

Ken Garff Automotive completely replaced their aging Comdial system with a deployment of MX250 IP PBXs in N+1 and N+2 redundant configurations at their headquarters office and dealerships across the Western U.S. The company also installed the Zultys MXmeeting web collaboration solution and Zultys IP phones at each site.

The Zultys MX250 ‘all-in-one’ solution combines a wide range of UC features — including voice, high-definition video calling, presence, IM/chat, powerful call handling and UC mobility — into a single 2U rack-mountable or shelf-top appliance. The company secured licenses for MXIE™ (the Zultys Unified Communications client), UC mobility, fax, call record, and other features. The Zultys IP Phone Systems were networked together into an MXnetwork configuration, providing completely seamless company-wide UC, including extension dialing, presence and chat services.

As soon as the Zultys UC solution was implemented, the company recognized an immediate return on investment. The Zultys solution is allowing Ken Garff Automotive to migrate all of its phone services to SIP trunking for immediate cost savings. Through the efficient “all in one” Zultys system architecture, Ken Garff Automotive expects to also cut its support and maintenance costs.

Zultys also helped the company to eliminate costly third-party services through a custom DealerSocket CRM integration that brought key customer care capabilities in-house.

“One of the things that most impressed us about the Zultys system was its flexibility,” said Maddie Barker, telecommunications manager for Ken Garff Automotive. “We integrated the Zultys system with our core CRM system, DealerSocket, which is key to our entire workflow and customer care process. This allowed us to eliminate a costly external service, saving us thousands of dollars a month and creating an immediate return on investment.”

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According to Barker, “Zultys has helped our organization to meet all the original goals we set for the new communications systems which included cutting costs, providing a higher level of customer service and improving productivity and communications throughout the organization. The Zultys solution has completely changed the way we use the system to communicate. If you’re looking for a business communications solution that can help improve your business and save money, you definitely need to consider Zultys.”

The Impact

With regards to dramatic improvements in communication, the company now uses a visual presence status of every extension across the organization, integrated chat, video calling, conference calling and integrated Web meetings. They’ve also empowered their service writers and connected their sales staff with advanced cellular applications. Management is enjoying a new level of centralized business intelligence and service-level reporting.

“Because the Zultys system is built upon open industry standards, we’ve really been able to make the system work for us,” added Barker. “The system’s power, flexibility and its easy-to-implement architecture have turned our communications system from a cost center into a profit center.”