Dealership Phone Systems? From apps to CRM Integrations, what you got?

[Dan Sayer]

That's what we use. I do everything I can to keep away from it.

@Jeff Kershner what issues are you having with GoTo?

 

[Zhendrix]

I've been impressed with Invoca. They aren't a complete phone system. but are a call-tracking provider that can provide some actionable insights, especially if you have a centralized BDC.

Automotive Call Tracking & Conversation Analytics | Invoca

Invoca's automotive call tracking helps marketers drive more sales and service calls, appointments, and revenue. Get granular call tracking and boost your ROI.

www.invoca.com

Thanks for the kind words Ryan. Invoca integrates with ALL phone systems but our jam is conversation intelligence for multi-location businesses.

Most of Automotive has indexed on improving QA or call handling performance via SaaS + managed services. A lot of the efforts are focused on what to do post call to improve agent handling. The importance of improving call handling will never go away.

Beyond call handling/QA - Of course I am a bit biased but the ability to integrate pre and post call data back in marketing, CX, and sales enablement is where the juice is worth the squeeze.

For revenue teams (Sales, Marketing and CX) - being able to dynamically update campaigns, audiences, and PII dynamically inside CRM or CDPs based on pre-call journey or conversational elements has been what I'm geeking out on. IMO - Phone calls for consumers could be considered escalation points because, "I couldn't find what I was looking for online". The number consumers dial is no longer as important as how they found the number.

For example - Here's what marketing and advertising partners should be doing with call data partners like Invoca. I believe there's other automotive call tracking providers doing this too?

1. Customer calls dealer to inquire about a car they found from a quick google search.
2. Invoca uses voice-print (biometric voice AI) to identify the agent and update CRM.
3. GPT call summary indicates customer is interested in a new or used Grand Cherokee, has a trade, has a less than perfect credit score, and has specific payment bands that must be met. Also asks about rebates.
4. Post call - session level data is sent to ad platforms, martech, CRM, etc.
5. Customer is served a facebook ad from advertising partner based on conversational details + their organic keyword search
6. Customer converts and buys car

FullPath + Invoca Example from above:


While the importance of call handling will never go away - It gets easier when you help customers from calling who shouldn't have to call (self-serve) along with smart routing customers to the correct personnel with all the pre-call data in front of them to handle quickly.

 

[NIOMARVIN83]

We use the Webxloo CRM for incoming and outgoing calls. It's a great system and we're very happy with it. It integrates with WhatsApp and records calls for monitoring.

 

[andwrig]

So your issues are within the GoTo Contact Complete product mainly or within the Connect product? We have 7 main campuses of stores and service centers and an all-remote team of Service BDC agents working for all locations. They're currently on Volie but that product is severely overpriced for a small Service BDC. So it would be nice to have those 7-8 people within our own phone system but still have the functionality of a contact center tool instead of straight Connect. If GoTo's Contact tool is sub-par in reliability, that would be an issue for us. Jack's contact center/BDC tool is a 3rd party add-on, with a similar feel to Five9's. You're going to use TotalCX for your call center or you're using TotalCX for VoIP and tracking and adding their 3rd party tool for the BDC functions?

Dan - Sorry for my delayed response. We would use TotalCX for everything, yes. I have several multi-store groups in my 20 group using TotalCX in a similar set up and they are very happy. I'd strong encourage you to connect with Phil Sherman at Telecom Solutions if you haven't made a decision yet. He's extremely knowledgeable and will save you money. Worth every penny in my opinion.