Headquarter Toyota Case Study
Headquarter Toyota uses ShoreTel UC to drive cost savings, streamline processes, and improve customer interactions
Jangling the keys of change with VoIP
With two locations and now 300 employees, the company sought more efficient ways to conduct meetings and expedite staff interactions, while fostering a cohesive working environment.
Tools and support for two locations
While Headquarter Toyota has always used technology innovations to support sales staff and facilitate efficient processes, its existing phone infrastructure was decades old, but had sufficed for the one location.
The second dealership, Headquarter Honda, was a new facility that has achieved the prestigious Leadership in Energy and Environmental Design (LEED) platinum certification. From a vegetation covered roof that helps generate the building’s power to reclaimed water tanks, Headquarter Honda is all about efficiency.
Judy Serra, controller and assistant general manager for Headquarter Toyota, wanted to build upon the tech-savvy and environmentally friendly strengths of the dealerships with the right VoIP solution.
“We wanted to connect the two sites and add a dimension of productivity tools, such as four-digit dialing, screen pops, chat, and instant messaging, to make daily work interactions uncomplicated and meaningful. We needed to ensure that a new IP solution would fully integrate with our ADP and other industry applications without causing any extra work for users. And having a video conferencing component could alleviate the cost and time for staff to drive the long distances for company meetings,” says Serra.
To help shape a VoIP solution for Headquarter, Serra enlisted the help of resellers who proposed a turnkey solution offering the advanced IVR functionality of bridgeSpeak with the ShoreTel UC platform to help HQ Toyota deliver unparalleled customer service. Armed with the list of requirements, Headquarter considered demonstrations and proposals from all the major telephony vendors, including Avaya, Cisco, Mitel, and ShoreTel.
“We compared features, pricing, and support factors. While each vendor had some of what we were looking for, only ShoreTel offered a compelling whole solution—the simplicity of the user interface, the scalability of the infrastructure, and a sophisticated yet easy-to-manage IP architecture. The demos from other vendors either didn’t work properly or needed more products. The ShoreTel demo just plugged in and two minutes later, it was up and running and everything worked as we’d hoped,” Serra says.
ShoreTel adds VoIP horsepower with UC
Deploying a ShoreTel UC Platform enabled Headquarter to transform how employees can interact with one another and with customers. As part of the ShoreTel UC Platform, core software provides users with intuitive and essential capabilities such as voice routing, automated attendant, unified messaging, reporting tools, and robust workgroup functionality. ShoreTel Director gives IT administrators a single web-based management interface for visibility and point-and-click control across the scalable IP architecture. Consequently, Headquarter is positioned for lower TCO and greater work productivity.
ShoreTel Voice Switches were installed at each location for redundancy and reliable networked communication across the company, so that both sites can work independently in case of unforeseen outages. ShoreTel IP Phones were installed and ShoreTel Professional Communicator was also part of the solution. ShoreTel systems are built from the ground up with a fully distributed IP architecture and no single point of failure for high availability of systems across the dealerships.
“WE WANTED TO CONNECT THE TWO SITES AND ADD A DIMENSION OF PRODUCTIVITY TOOLS, SUCH AS FOUR-DIGIT DIALING, SCREEN POPS, CHAT, AND INSTANT MESSAGING, TO MAKE DAILY WORK INTERACTIONS UNCOMPLICATED AND MEANINGFUL.”
Controller and Assistant General Manager
On the teamwork involved to orchestrate the VoIP strategy, Serra had no shortage of accolades. “This communication transformation has been an amazing experience for our Headquarter family. A great team has been assembled across the board. I have been so pleased with every person that I’ve met who works at ShoreTel. And the professionals at TeleSwitch and bridgeSpeak have been so accommodating and outstanding,” she says.
Revving Productivity with Chat, Screen Pops, Video, and More
Some of the tools that Headquarter employees quickly embraced include the Chat and the Screen Pop feature provided by bridgeSpeak. “Chat helps the sales team when they are conducting a customer sales transaction, keeping the interactions and negotiations fluid between our associate and our customer—rather than the associate having to leave the desk several times for approvals or such, which can be disruptive or uncomfortable for the customer. Chat also facilitates easier real-time interface between employees, which can be accelerated to a phone call from the same screen if needed. Screen Pops are also important for our sales and service departments, and for the rental car program,” explains Serra.
Also becoming central to the new way of working at Headquarter Toyota and Headquarter Honda is ShoreTel Video Conferencing, which is part of ShoreTel Professional Communicator. “Video conferencing allows us all to attend the same sales meeting without the need to travel. So we’re building closeness among staff, while saving money,” Serra continues.
Headquarter Toyota moves forward with improved cost savings and productivity
The Headquarter family is already reaping the benefits of its ShoreTel UC platform, from cost savings and efficiencies to readily available productivity tools. “Since deploying the solution, we’ve seen savings in travel costs, calling costs, and in personnel costs. And because the ShoreTel system is so straightforward, we only need one person to manage the phone system rather than one for each location. As a result, we’re simply spending less and getting more,” Serra explains.
Moving forward, Headquarter plans to possibly expand with additional dealership locations. “One of the more significant cost saving factors will materialize as we expand our dealership family.
“SINCE DEPLOYING THE SOLUTION, WE’VE SEEN SAVINGS IN TRAVEL COSTS, CALLING COSTS, AND IN PERSONNEL COSTS. AND BECAUSE THE SHORETEL SYSTEM IS SO STRAIGHTFORWARD, WE ONLY NEED ONE PERSON TO MANAGE THE PHONE SYSTEM RATHER THAN ONE FOR EACH LOCATION. AS A RESULT, WE’RE SIMPLY SPENDING LESS AND GETTING MORE.”
With the ShoreTel architecture that is so effortless to scale, we can save as we grow on both equipment and complexities with quick rollouts to new locations. ShoreTel has helped us achieve a more uniform delivery of customer service across our entire organization, and a better way to work,” Serra concludes.
- Headquarter Toyota needed to improve communications across locations, while adding depth and ease to the ways employees interact with one another and with customers.
- The dealership replaced a Nortel Meridian PBX system with a ShoreTel Unified Communications (UC) solution, comprising ShoreTel IP Phones, ShoreTel Voice Switches, and ShoreTel Professional Communicator.
- Expedited sales process
- Cost saving due to reduced travel and four-digit calling
- Less need for IT to manage the system
- IM, web chat, and video conferencing options