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Customer Stories

Honda


Brighton Honda Ditches Legacy Telephony for VoIP

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Honda Brighton Case Study | Focus Group

Focus Group were pleased to help this local dealership modernise their multi-site telephony with a new cloud-based system.


Honda

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The Challenge

A family-run business providing quality cars to individuals and businesses across Sussex for over 30 years, the Brighton Honda dealership is committed to providing the highest levels of service to all its customers. 

However, the group's ageing telephony infrastructure lacked the necessary functionality required to keep its three independent branch locations in constant contact. 

The ageing analogue PBX system at the main site was fast approaching end-of-life and offered limited features for handling inbound calls. Callers looking to book a service or test drive could find themselves being routed to the wrong department, and calls could be lost or abandoned in the transfer process. 

Worse still, Brighton Honda's other sites were dependent on standard PTSN lines to communicate with the outside world. That made speaking to colleagues at other locations a frustrating and inefficient process. It also made it difficult for staff across the group to step in and handle calls for departments that were busy or already on the line. 

"We needed a new telephony approach - one that integrated our three sites to aid inbound and outbound customer contact and enabled our people to work in new, more effective ways" explains David Davis, IT Manager at Brighton Honda. 

Honda customer review | Focus Group
Our relationship with Focus Group is founded on trust. We know the account management team has a genuine interest in our business and will work proactively on our behalf.

The Solution

Determined to take the right approach to its telephony issues, Brighton Honda called on Focus Group to help it evaluate its options.

"I wanted to talk to experts who put the interests of our business first - and didn't give us the 'big sell'. That meant guiding us through the technology choices, providing recommendations appropriate to how the business operates today - and plans to operate in the future," explains David.

Focus Group quickly got to grips with Brighton Honda's top priorities; implementing a phone system that would deliver the flexibility it required while generating cost savings. What's more, the solution had to be easy for the IT team to manage on a day-to-day basis.

"Focus Group's account team took time to fully evaluate our entire communications environment - which at that time featured an expensive ISDN line and a data network that had insufficient bandwidth to cope with escalating demands. Slow connections to web portals had become a constant source of frustration for our people, while moving images like photographs in and out of the business was a bit like painting by numbers," explains David.

Having completed its review, Focus Group made its recommendations. Replacing the existing infrastructure with a super-fast next-generation Fibre to the Cabinet (FTTC) connection would give Brighton Honda an enhanced broadband experience.

It would also allow the dealership to take advantage of a cost-effective hosted telephony solution that would streamline and rejuvenate communications across all three sites.

The Results

Eliminating the need for upfront investment in an on-site PBX, Focus Group's hosted telephony service - Horizon - enables Brighton Honda to connect all its branch offices together and operate as a cohesive whole. Internal calls are now cost free, and it's easy to divert calls without loss of functionality or fear of incurring expensive call forwarding costs.

"Today we can offer customers the slick high-end service they expect. With a press of a button, we can route calls to multiple departments, ensuring a fast response for callers. We can also create hunt groups in real-time to manage demand peaks with ease," says David.

The robust and reliable infrastructure also delivers bullet-proof business continuity. If one site encounters a challenge, calls can be instantly diverted to other branches to ensure customers are never inconvenienced.

"We've achieved significant savings on both line rental and calls, while boosting our call handling capabilities. Thanks to Focus Group, we've been able to enhance the customer experience and enable our staff to work more effectively," says David.

"Thanks to an easy-to-use web interface, I have full control of the system and its features - and Focus Group are just a quick call away if we have any queries or issues. For us, having a single point of contact is very important."

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