Unipart Automotive

Case Study
SV8100 & MyCalls
Unipart Automotive
Productivity and profits shift up
a gear with Global 4 and NEC
“Unipart achieved their capital
return on investment within
12 months”
CUSTOMER PROFILE
PROFILE
Customer
• Unipart Automotive
Industry
• Car parts supplier
Challenges
• Missed inbound calls
• No call management
• 200 Unipart branches
Solution
• NEC SV8100 Communications Platform
• NEC Multi-site Netlink
• MyCalls Manager
Results
• ROI within 12 months
• 26% improvement in abandoned
calls rate
• 15% revenue improvement across
the Unipart group
Unipart Automotive are the UK’s largest
car parts supplier with 200 branches
across the UK.
CHALLENGE
Unipart’s branches receive around 6 million
telephone calls a year, so missing just one call
can result in frustrated customers, lost sales
and a fall in revenue.
Beyond the traditional financial methods,
Unipart had no idea how their staff and
individual branches were performing. It was
later identified by Global 4 that inbound
calls were often being missed and
customers were left waiting unacceptable
periods of time for an answer.
Traditionally garages call their local Unipart
Automotive branch daily for that day’s
servicing requirements and spare parts
(brake pads, exhausts etc). If the customer’s
call is not answered there is a high probability
that the client will move onto another supplier
in their preferred supplier list.
The reports Global 4 produced demonstrated
that in many branches up to 28% of calls
went unanswered or experienced an engaged
tone and a mere 5% of those calls from
clients were returned.
SOLUTION
Global 4 worked with Unipart Group’s
management team to resolve these issues
and help Unipart achieve the customer
service levels they required. As part of the
project Global 4 installed the NEC SV1800
telephone system and ‘MyCalls’ software
across their 200 branches.
This solution, along with Global 4’s
expertise and the ‘Unipart Way’ training
and techniques, has enabled them to
improve the overall customer experience,
branch operations and communication
throughout the business.
“The savings to Unipart using this software
and technology are phenomenal and have
achieved a 15% revenue increase”
Case Study
SV8100 & MyCalls
“Since partnering with Global 4,
our counter sales team have the
essential tools to operate more
efficiently than ever”
Unipart Director Alex Neil commented
“The branch teams were enthusiastic about
installing and making use of the MyCalls
product because combined with their Unipart
Way approach, we were able to see exactly
how they were performing and how they can
work in teams to develop new and better
ways to serve our customers.
Since partnering with Global 4, our counter
sales team now have the essential tools
required to operate more efficiently than ever
before with sales increasing dramatically in
the second half of the year.”
INSTALLATION
The results at the end of the six month
pilot scheme were outstanding. Working
ethics and business practice in the two pilot
branches had been transformed and more
importantly the branches call handling had
improved to less than 2% call abandonment
rate from the original 28% in previous findings.
Over a further four month period all branches
were successfully installed, trained and
indoctrinated and the project completed
in late May 2011.
BENEFITS
Unipart’s staff were also able to identify
each missed caller using the NEC MyCalls
software, thus enabling them to return their
calls. Unipart have confirmed that from each
10 calls returned, 9 calls result in a sale.
WHAT IS THE UNIPART WAY?
By simply staffing for inbound calling patterns
has made a huge difference in each branch.
The savings to Unipart using this software
and technology are phenomenal and have
achieved a 15% revenue increase across the
entire Unipart group.
The Unipart Way is a business
consultancy division of Unipart.
Working processes are first analysed
and then improved and refined for
optimum performance on an
ongoing basis.
This is achieved by engaging staff
members, improving internal
communication and by focusing on
a key set of skills that can be mastered
by staff at every level of the organisation.
Unipart and Global 4 have now joined
forces, combining the Unipart Way
business consultancy with Global 4’s
expertise and NEC product for a
compelling business offering.
To find out more call 01403 272 910.