Go from system downtime to being back in the driver’s seat

RADIO RECAP An IT executive from Vicimus explains on air how the company improved productivity and customer satisfaction in the automotive market

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Jonathan Pisarczyk works for a company that aims to help automotive dealerships run more smoothly, but when his IT systems were failing, it was like everyone around him was running out of gas.

“As far as the downtime goes, we can’t even really measure (the impact). I can’t really even put a dollar figure on that,” the information systems group manager of Vicimus (a spin-off of Phaeton Automotive), told listeners of the most recent Business to Business Show episode which airs every Sunday this month on 570 News, a station based in the Kitchener-Waterloo region. “When you can’t even print out invoices or anything else, it’s crazy.”

Vicimus is an IT services company that has carved out a successful business providing technology and other resources to car dealerships. This ranges from custom software (including a new product that will be rolled out in a few weeks) to call centres. But three years ago, Pisarczyk told the Business to Business Show, the company was mired in its own telecom woes. Managers couldn’t effectively transfer calls between locations, multiple systems didn’t interoperate and multiple vendors weren’t working as a team. “Everyone was playing the finger-pointing game,” Pisarczyk said.

Pisarczyk is an example of an early adopter of SIP trunking, which he said has significantly lowered the company’s costs while drastically improving its communications infrastructure.

“Between all the locations, we had about 150 phone lines, at a cost of $30, so in a year we would spend about $54,000,” he said. “We’re now down to 60 SIP trunk lines, at about $10, so now that cost is $72,000 per year in local access.”

Perhaps just as significant, the central phone systems mean managers can do a “warm transfer.” For example, customers may contact Vicimus’s London, Ont.-based call centre to book an oil change, but can then be connected immediately to a local manager in Toronto rather than hanging up and having to dial a different line.

“There’s increased uptime, but also more satisfaction when you can be able to deal with customers faster and get things done quicker,” Pisarczyk said, adding that there has been almost zero downtime in the time since the initial SIP trunking deployment, “and when there is, it’s usually an error on our end.”

Next steps: Listen to the podcast of the entire Business to Business Show episode, download the full case study on Vicimus (formerly Phaeton Automotive) or watch an on-demand Webinar on SIP trunking

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