Customer Success Spotlight
Dealership Earns Trust with a Professional VoIP Phone System
Award-winning automotive dealership, Crest Lincoln, provides a professional phone experience to drive up sales and customer satisfaction.
Professional
Plan
1976
Founded
Since 1976, Crest Lincoln of Woodbridge has been providing quality cars and service to the residents of the Greater New Haven and Woodbridge, CT areas. They retail about 800 cars per year, selling new Lincolns and Fords, in addition to pre-owned vehicles of all makes. Crest Lincoln relies heavily on great communication to provide excellent customer service to all of their clients.
Communication is really important. How we communicate, what we communicate — we don’t survive unless we do it well. We have to be able to speak to our customers, whether it’s updating them on service, quoting them a new car, or even providing them with directions,” says Crest’s General Manager, Steve Nathman.
Crest’s previous PBX phone system was over a decade old and used in multiple areas from their parts department to the sales floor. It was time to pursue other more modern options.
Crest looked to one of Nextiva’s technology partners, Get Connected, to help them on their search for a VoIP provider.
Nextiva was the first, and only, a service provider that Crest explored before settling on their new VoIP service.
Favourite Features: SMS, Amazing Service, Call Flows w/ Auto Attendants
“Cost-wise, we came out about even because we cut down on the maintenance costs we’d previously had with our former provider. We liked the call quality and the amount of potential that Nextiva had, especially with the call flows. And being able to set up multiple auto attendants and customize a greeting is exactly what we wanted.”
Evan Ressler, Managing Member Of Get Connected
A Cost-Effective Communication System
“Cost-wise, we came out about even because we cut down on the maintenance costs we’d previously had with our former provider.
We liked the call quality and the amount of potential that Nextiva had, especially with the call flows. And being able to set up multiple auto attendants and customize a greeting is exactly what we wanted,” said Ressler.
Once it was settled that Crest would be switching to Nextiva, the installation and porting took about four months. According to Ressler, Nextiva’s customer support reaffirmed Crest’s decision to switch to Nextiva.
Nextiva really provides Amazing Service. The onboarding experience was phenomenal especially because of our onboarding specialist. From my point of view as an agent, working with someone like him was great. I wish I had the opportunity to work with him with all my clients.
Evan Ressler
Managing Member Of Get Connected
“Nextiva really provides Amazing Service. The onboarding experience was phenomenal, especially because of our onboarding specialist,” says Ressler.
“From my point of view as an agent, working with someone like him was great. I wish I had the opportunity to work with him with all my clients. Anything Crest asked for, he made sure Nextiva got it done. The onboarding process was longer than normal, only because we had such a great experience with it.”
Business Development Manager, Julie Fitzpatrick, seconds Ressler’s statement. “Nextiva is very responsive. Their support teams are dedicated to helping us at Crest with a clear phone tree and any training we need for new hires. I’m impressed by them.”
Features that Give You A Competitive Edge
In addition to the main features they needed, Crest added several others including the busy lamp field, extensions for call park, two fax bridges, and most importantly, SMS.
With a new generation of car buyers already here and as Crest’s business grows, SMS is an essential option for contacting current and potential customers.
Fitzpatrick notes that they will use SMS to schedule appointments for clients coming into the dealership to see a car, take a test drive, or obtain a quote.
Nathman says they look forward to continuing to learn how to integrate all of Nextiva’s features into Crest’s processes to help them meet all of their business goals.
“We know this is just like your brain. We use 10% of our brains. We’re not using 100% of what Nextiva can do yet, but we know it’s capable of quite a lot and we plan on expanding our usage of the service as time goes on.”
As they continue implementing new features, Crest likes knowing that Nextiva’s Amazing Service holds up and they look forward to making calls to the customer service department whenever they have an issue.
Fitzpatrick mentions that taking advantage of the customer support is the key for those who are looking to make the switch to Nextiva.
A Dedicated Team with Amazing Service
In regards to fellow companies who are looking into using Nextiva, Nathman says, “As problems come up, use the support that Nextiva has. Reach out and they will assist you. Nextiva went through a training process with each of our sales team members and if a repeat call needed to be made, then that person was re-trained.
They were very good about just being there for us as we began the process. They are a patient, smart team of people. I encourage new Nextiva users to take advantage of their appropriately named ‘Amazing Service’.”
As problems come up, use the support that Nextiva has. Reach out and they will assist you. Nextiva went through a training process with each of our sales team members and if a repeat call needed to be made, then that person was re-trained. They were very good about just being there for us as we began the process.
Steve Nathman
General Manager
3 Takeaways you can pull from this story:
- Customer support and service is the key to success.
- Essential features that enhance communication.
- Grow Your Business with a System that Easily Expands.
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