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Dealership achieves 90% increase in reliability, enhancing customer experience and resolving previous provider issues

Lotus of Dallas is a premier dealership that recently acquired the rights to import and sell Lotus vehicles from the UK into the United States. As one of the first dealerships to offer the Lotus Amera and Lotus Electra, they are establishing a strong presence in the market by delivering these luxury vehicles to their customers.

With a dedicated focus on building the brand, Lotus of Dallas is using various marketing strategies, including billboards across Dallas, to raise awareness and attract high-end clientele. This type of client expects seamless, reliable communication with brands. Dropped and poor quality calls can be a deal breaker for clients seeking luxury goods.

The challenge

When Lotus of Dallas decided to expand its operations by introducing the Lotus brand to the US market, they faced the challenge of establishing a strong and efficient communication system to handle customer inquiries and support their operations. Their existing provider, Vonage Business, failed to deliver the reliability and call quality they needed, leading to frequent dropped conversations and unsatisfactory customer experiences. 

John Snyder, IT engineer and marketing manager at Lotus of Dallas, described the issues with Vonage: “Most of the conversations with Vonage Business were latency dropped jitters. It was like a 10% chance of actually being and staying in the conversation. My team would have to say, ‘I’m going to hang up and call you from my cell phone,’ because the line was so bad.”

The Solution

Lotus of Dallas transitioned to Nextiva’s Unified-CXM platform to support their expansion and improve operational efficiency. Nextiva’s reliable phone system, advanced call routing, and support features provided a seamless experience for both the dealership and its customers—exactly the type of experience that high-end customers expect.

Implementation

Snyder spearheaded the transition to Nextiva. He managed the setup and ensured that the communication system was fully integrated into their operations. Despite an initial hiccup during the porting of phone numbers, Nextiva’s support team quickly resolved the issues, and the dealership experienced immediate improvements in call quality and system reliability.

Snyder noted: “Even though we had an initial hiccup during the porting process, Nextiva’s support team was phenomenal. We had managers and multiple team members jumping in to help, and everything was up and running within a couple of hours.”

Results

Since implementing Nextiva, Lotus of Dallas has seen significant improvements in their communication infrastructure:

Reliability: The dealership saw a 90% increase in reliability in their phone system, eliminating the issues they faced with their previous provider. “Nextiva works. It’s that simple. We’ve had no downtime, and the reliability has been outstanding compared to our previous provider,” said Snyder.
Customer experience: The advanced call routing and auto-attendant features ensure that customers are connected to the right department quickly, enhancing their overall experience. Given their high-end clientele, providing a seamless and efficient communication experience is crucial to maintaining their reputation and customer satisfaction. “Lotus of Dallas is customer-centered and customer-facing. The way Nextiva’s system works is wonderful. Customer conversations are efficiently routed to the right people, ensuring our customers’ needs are met promptly,” said Snyder.
Operational efficiency: The IT team can now focus on other critical tasks without worrying about dropped conversations or system failures. “Nextiva took all the worry away. I don’t have to worry about jitter or dropped conversations. It just works,” Snyder added.

Competitive research

Snyder conducted extensive research on other communication providers to ensure Lotus of Dallas chose the best option. He found that other providers in the market, such as RingCentral, were not delivering satisfactory customer experiences. Snyder explained, “I looked at several other companies, and their services just didn’t measure up. For instance, CarGurus uses RingCentral, and their system was a complete nightmare. Conversations were frequently dropped, and their customer service was lacking. Nextiva stood out as the best choice.”

Conclusion

Nextiva’s robust and reliable Unified-CXM platform has empowered Lotus of Dallas to effectively manage their operations and deliver exceptional customer service. By partnering with Nextiva, they have successfully supported their expansion into the US market and established a strong foundation for future growth.