GuestCall Auto Paging from HME Wireless helps Acton Toyota of Littleton to rev up its service quality and operational efficiency
When Acton Toyota of Littleton outgrew its original location of more than 20 years, it moved to an expansive, state-of-the art-facility just a few miles down the road in Littleton, MA. The new facility was great for business, but with success and a sprawling new layout came new challenges for its service department.
Service director Chuck Bradshaw notes that with each of the dealership’s service advisors handling two to five customers at once, it’s not uncommon to have 40 to 50 waiting customers to manage at one time. Needless to say, walking around looking for them was a big (and expensive) waste of time.
Enter a new GuestCall auto paging system from HME Wireless.
Bradshaw says that with the new wireless paging system, “Customers are free to wander around, and our advisors don’t have to waste time trying to find them when their service is done.”
He estimates that now with auto paging, “Each guy is saving around an hour a day of walking, and when you have 10 advisors working, that’s a big difference in savings.”
Acton Toyota is no ordinary auto dealership. It features several comfortable, modern waiting areas, a cafeteria for its customers and employees, and last month alone serviced nearly 4,000 cars! Before the new system, they tried other methods to contact waiting customers, but cell phones proved unreliable (not on, battery dead, bad reception); overhead paging was annoying and hard to hear; and walking around looking for customers was a terrible waste of time. With the dealership absolutely committed to delivering exceptional customer service, something had to be done.
When looking at auto paging systems, Bradshaw was impressed by the professional look of HME Wireless’ GuestCall LTD pagers, which feature an advertising slot for the dealer’s logo. Bradshaw is also very happy with the company’s responsiveness and service quality. Asked if he would recommend HME Wireless pagers to similar businesses, Bradshaw replied, “Absolutely, without question. HMEW is very easy to do business with, and the service is great.”
Acton Toyota has made an ongoing commitment to “deliver exceptional service and value in an environment of mutual respect.” HME Wireless is proud to be a part of fulfilling that commitment, with GuestCall LTD pagers that improve the customer experience and enhance operational efficiency for the dealership. “We look for leaders in an industry to help us validate the solutions we provide and Acton Toyota is the perfect example of this,” said Russ Ford, Vice President of HME Wireless. “If the solution works for Acton Toyota and the stellar reputation they bring, then you have that validation.”
.
