Case study - Auto-Rescue Logistics.

Vehicle recovery firm gets character-building technology.

Avaya IP Office™ Contact Centre helps Auto-Rescue Logistics speed on-the-scene responses while growing its business.

Clients’ crucial lifeline.A senior citizen crashes her car into a cemetery, a fully-laden lorry overturns on the A12, and a Mini settles up to its roof in a river. All in a typical day’s work for the guys at Auto-Rescue Logistics. Offering 24/7 recovery services for motor insurers, fleet operators, salvage companies and many others, the telephone’s their lifeline.

“If our phones are out of action we simply can’t run the business,” says Gary Inwood, operations director.

The company offers a white-label service to 90 clients, each of which calls in on a different number. But an obsolescent phone system could only display six characters of a customer’s name. That meant agents had to look up a list of codes to see who was calling – inefficient and slowing call answering. Also lacking any unified communications capabilities, replacement was overdue.

The gains we’ve been able to make from greater agent productivity will see the new system paying for itself inside an estimated 18 months.Gary Inwood Operations Director Auto-Rescue Logistics

August 2015 - PHME 75621

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bt.com/btlocalbusiness0800 389 3364

Case study - Auto-Rescue Logistics.

Offices WorldwideThe services described in this publication are subject to availability and may be modified from time to time. Services and equipment are provided subject to British Telecommunications plc’s respective standard conditions of contract. Nothing in this publication forms any part of any contract. © British Telecommunications plc 2015. Registered office: 81 Newgate Street, London EC1A 7AJ. Registered in England No. 1800000.

Contact centre continuity.Auto-Rescue Logistics chose an Avaya solution from BT. Gary says: “Provided by a market-leader like BT, Avaya IP Office™ Contact Centre ticked all the boxes.” The system supports 37 shift-working agents and 14 back office staff. It also features inbuilt voice recording for call playback in the rare event of a dispute. That helps with staff assessment and coaching too.

BT Inbound Services allows Auto-Rescue Logistics to segment its clients by location, as well as strengthening the company’s business continuity. Using the BT Inbound Architect online tool, calls can be redirected to a disaster recovery site in seconds. BT CriticalCare provides round-the-clock support 365 days a year.

Multichannel effectiveness.Now, agents instantly see which customer’s calling, so time to answer has reduced and the greeting’s much more professional. Gary says: “In a contact centre it’s about improving customer service, shaving seconds from calls and saving money.”

With unified communications features like presence, a single click allows agents to see the status of their colleagues so they don’t try to transfer a call to someone who’s busy on another line. They can then take a message and send an email with one more click, another unified communications advantage.

“The gains we’ve been able to make from greater agent productivity will see the new system paying for itself inside an estimated 18 months,” confirms Gary.

The company gets over 100,000 calls a year, but 30 per cent of clients are now communicating new cases by email. “That’s easily handled by the Avaya IP Office™ Contact Centre multichannel capability. It blends email with voice so both get the same priority,” concludes Gary. “We’re enormously proud that our average on-the-scene attendance time is just 30 minutes and the new system helps keep us there.”

Recent entry into the direct roadside breakdown market means more calls will be arriving at the Auto-Rescue Logistics contact centre.

Just as well then that Avaya IP Office™ Contact Centre enables a migration from BT ISDN30 to BT SIP Trunking or, indeed, a mixture of the two. That’ll ultimately reduce the cost of voice communication and further improve business continuity.

Core BT services.• BT Avaya IP Office™ Server Edition with Avaya

Contact Centre software

• BT ISDN 30 business exchange lines

• BT Inbound Services

• BT Inbound Architect

• BT CriticalCare 24/7/365 support