Quirk Auto Dealers

Quirk Auto Dealers Revs Up Cost Savings, Customer Service, and Convenience with Mitel

The Company
If you’re looking to buy an automobile in the State of Massachusetts, chances are you’ll visit one of Quirk Auto Dealers’ 15 dealerships during your search. Employing some 400 people, this family-run business has been selling and servicing automobiles in Massachusetts for more than 30 years.

The Challenge
During this time, as the company grew, it added dealerships and moved others. Consequently, Quirk wound up with a complex telephone system comprised of more than 600 Centrex lines. In some cases, a call to one line would be forwarded to two or three other lines before reaching its destination.

Costly line charges were not the only disadvantage. Moves, adds, and changes were also problematic. For instance, if Quirk wanted to switch a hunt group or add a voice mail box, Thomas had to phone the Centrex service provider, initiate a trouble ticket, and then wait for the work to be done. “It was not a simple process,” he said.

The Solution
A Mitel channel partner proposed a Mitel communications solution that offered both the cost savings and the functionality Quirk was seeking. “The Mitel system was the best fit for our company,” said Thomas, “so we went with it.

ABOUT QUIRK AUTO DEALERS
Type: A family-run business that has sold and serviced automobiles in the State of Massachusetts for more than 30 years
Number of dealerships: 15 dealerships throughout Massachusetts
Location: Massachusetts, U.S.
Employees: 400
Website: http://www.quirkcars.com/

CUSTOMER NEEDS

• A reduction in the high monthly telephone costs associated with operating more than 600 Centrex lines
• The ability to perform adds, moves, and changes quickly and effortlessly—without third-party intervention
• A reliable telephone system that delivers high-quality voice communications
• The establishment of long-distance telephone privileges by job requirement

SOLUTION COMPONENTS

• Mitel 3300 IP Communications Platform (ICP)
• Mitel NuPoint Messenger^TM IP
• Mitel Enterprise Manager

RESULTS

• Reduced monthly telephone bill by two-thirds
• Improved customer service by answering incoming calls quicker and directing calls more efficiently
• Vastly reduced the time and effort required to add voicemail boxes, change passwords, move extensions, call forward lines, and perform a host of other administrative tasks
• Re-used some analog phones in new system, saving capital expense
• Improved efficiency by introducing four-digit dialing
• Operated system for more than two years without a single problem

    "The Mitel system has been in place for about two years now and we have not had one bit of problem with it whatsoever. It just works."

Dave Thomas, IT Administrator,
Quirk Auto Dealers