Major Motors is an institution in the states motor vehicle industry with a lineage that can be traced back to 1934. Proudly a West Australian owned family business, Major Motors is one of the country’s biggest Isuzu dealers with a continual commitment to it’s customers.
The four Major Motors’ truck sales and service sites had outgrown their existing telephony system and were keen to modernise their communications profile. They employed Australia’s Telstra to provision Telstra’s TIPT, a branded BroadWorks solution.
As a 15 year client of Captivate On Hold, Major Motors were using the Captivate dynamic and remote message management to best effect as part of their overall Caller Experience. This included the inclusion of branded radio adverts and personal messages recorded in our studio from individual staff members. As a vehicle sales dealership – they have accommodating many sales, service and parts staff. .Whilst callers were seldom on hold for more that 30 seconds at a time as an incoming call regime, the basic nature of the TIPT On Hold meant that callers were hearing the same 30 seconds of audio every time
Comments followed about the now repetitive and never changing on hold callers now heard. Many callers asked what had happened to the “great on hold” they used to have. Callers were used to hearing the daily content – automatically updated items like On This Day, news, sports and weather.
The General Manager of Major Motors sought Captivate’s assistance to rectify this basic on hold restriction in the platform. This sparked us to develop a solution that automatically randomises the audio in TIPT. Programmed to run at predetermined intervals this solution, whilst not our fully dynamic one, improves the caller experience markedly. By randomising the order of the audio messages, Captivate’s solution ensures callers are presented with a different starting message each time they call, improving exposure to the full variety of informative, branded On Hold messages.
Alcock Brown-Neaves Group (ABN Group) is Australia’s leading construction, property and finance company. As a group, they operate 23 brands, ranging from new home design and construction, commercial property development, property finance to real estate development and more. A real opportunity was identified to reduce operating costs and at the same to increase efficiencies through the BroadWorks platform provided by Commander. Early on the ABN ICT team identified that in order to retain the excellent customer service the group were renown for there would be a need to change the static audio files often. Obviously having callers hear the same audio over and over was not in the group’s best interests.
This presented a challenge: quite simply the number of ABN brands currently using the Captivate On Hold full service meant a huge investment in ICT hours to make the changes half as often, plus the cost of purchasing additional audio to upload to the platform. One phone call from Michael Poland, Team Leader at ABN IT, enquiring about our advanced dynamic loop solution for BroadWorks where we outlined our Captivate advanced solution was all it took. Through ABN ITs introduction we engaged with Commander’s engineering team, outlined the solution and together we had it implemented and running the following day. That was the first one, we now have each brand as it is added to the platform operating same day.
Using our unique deviceless solution we present the ABN BroadWorks implementation with a loop of up to two hours of non repeating content that we update with the different brands marketing departments selection of available daily updates…automatically, across all of their offices. And when marketing need to make a change or update their messages Captivate do it all for them, no requirement for ABN IT to get involved, they love us!
As Queensland’s (Australia) leading pumping and water treatment organisation, Dowdens provide capabilities and expertise to customers through purpose engineered solutions that ensure greater productivity and give a market advantage.
Dowdens Pumping and Water Treatment originated in Mackay as a family owned and operated company, which has grown significantly. With geographically diverse branches in Mackay, Rockhampton, Brisbane, Proserpine plus a representative in Townsville the need to streamline telecommunications, both internal and external, became a requisite part of the business’ growth strategy. After much research Rod Robinson, Group ICT Manager, awarded Telstra the contract to implement their BroadWorks based TIPT solution across suitable sites.
This however did present Rod a challenge. As part of it’s customer service convention the company has a blanket ban on voicemail. All calls are answered by a receptionist in the old style and are transferred to the appropriate person. Many times this means placing a caller on hold more than once. With the very basic on hold capabilities in the TIPT platform, callers would receive the same 30 seconds of audio every time they call. The TIPT On Hold did not meet the high service standards that Dowdens demand and their customers had come to expect.
Rods’ call to Captivate resulted in the group moving their on hold requirements for the TIPT sites to our solution that “randomises” the audio files that the caller hears as scheduled event. Captivate On Hold, working with Andrew Musgrave, the Group Marketing Manager, scripted, recorded, and uploaded the new on hold files ready to play. With Rods input the solution was fully implemented, and downloading and playing the new dynamic audio files in just three days.
“Whilst we saw all the inherent business improvement available through the use of TIPT, that one downside of the on hold playing from the same point every time was a problem we needed to solve” said Rod. “Captivate came to the rescue for us, and their service and support has been excellent”
The ADVTech group of companies in South Africa consists of 7 unique brands spread over 15 National sites. The group moved over to BroadWorks in 2013 and by default were utilising the basic Music On Hold capabilities in the platform.
This meant that the IT department now had to administer the music on hold as well as balance the day to day IT support demands of a large, geographically diverse business. Getting messages inserted into the platform within the timeframes specified by the marketing department proved problematic when combined with the more pressing daily demands on the IT department. This resulted in some of their branches still playing Xmas messaging some 5 months after the holiday season. Brand managers also raised concerns about the now static audio, since callers being placed on hold (sometimes more than once during the same call) were consistently being exposed to the start of the audio wav file message every time they were placed on hold and every time they called..
It was soon concluded that the administration of music/messages on hold having to be uploaded manually into the platform was falling far short of being the ideal way to administer their on hold messaging. It was further agreed that caller experience and brand integrity was being compromised due to internal processes preventing timeous manual message changes. Historically the service ADVTech marketing department had received from Captivate On Hold in South Africa required no input from their IT department.
ADVTech management asked Captivate On Hold for as solution them as their BroadSoft provider in South Africa could not offer a ready solution other than a short piece of “lift music” which they could implement as an experience for callers placed on hold . The ADVTech brand managers required informative, engaging and promotional branded messages as they had previously enjoyed through Captivate.
Captivate On Hold – in conjunction with Internet Solutions South Africa, implemented Captivate’s dynamic solution for ADVTech’s Cassell & Company. Installation was very simple and involved a 2 minute setup on the BroadWorks platform by the Internet Solutions Engineering team.
As Captivate supplies the audio to BroadWorks as a loop, callers now hear current company promotions and the messaging no longer starts from the beginning every time a caller is placed on hold. Additionally, when individual messages need to be changed for any of their brands – no input is required from any of the ADVTech or Internet Solutions staff.
ADVTech management is delighted that Captivate On Hold’s dynamic audio solution for BroadWorks solves the two major issues affecting their brand experience and has authorised their remaining branches to be converted to Captivates dynamic solution.
Internet Solutions had no problems integrating the service. Captivate had shown that the service is fully BroadSoft accredited making the technical authorisation process at Internet Solutions a non requirement. The position at ADVTech currently is that when messages need to be changed they contact Captivate with their request. Captivate script, record, produce and upload then the timed and dated audio changes automatically. No input is required from ADVTech IT staff and the MoH now starts at random places so callers are happy, the Client is happy and since the Captivate system is deviceless and bulletproof – no problems for Internet Solutions either – win-Win-WIN
HiFi Corporation’s Secunda branch in South Africa has been using the Captivate On Hold dynamic solution on their BroadWorks platform for the past 13 months through their vendor MTN South Africa.
Four site specific branded promotional messages are automatically changed every week plus magazine style content such as news, weather, sports updates, environmental tips with no staff input, and the audio quality is consistently commented on by callers as being markedly superior.
Amazingly, a total of 3328 files are updated automatically per annum for the HiFi Corporation Secunda branch on hold by Captivate On Hold. Imagine the cost savings by using the Captivate Automated service.
Apart from the initial implementation there is no ongoing input required from the HiFi Corp IT staff or their BroadSoft vendor MTN. This makes the Captivate On Hold solution every marketing/brand managers dream. The Captivate On Hold solution also has an uptime of 100%- having not failed during 13 months in service at HiFi Corp Secunda.