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Hennessy Lexus of Atlanta Georgia Improves Customer Service by using Console.NET           

March 1, 2006 -- Lexus Dealer improves Customer Service with Console.NET

Hennessy Lexus believes in providing the "Lexus experience" for their loyal customers and that includes answering and distributing phone calls in a professional and efficient manner.  For that reason, Hennessy Lexus selected Nortel's Business Communication Manager when they moved into their new state-of-the-art facilities. 

Call volume grew to 100 calls per hour, so Hennessy asked their Nortel Dealer, Digitel Corporation of Atlanta, if there was a software application that could help them.  Digitel recommended Console.NET.

With Console.NET, answering and transferring a call is done with two mouse clicks, making it quick to deal with the higher volume of calls.

"We especially like the color-coded extension buttons, which indicates the status of each user, thus allowing calls to be routed appropriately", explained Ms. Carole Gehlmann, Senior Receptionist at Hennessy Lexus.

Communications within Hennessy also improved with Hennessy employees being able to assign a notification message on their phone which is displayed on Console.NET as well as on the phone of a co-worker when they called that phone.  A Sales Associate out on a test drive can post "On a test drive" from his/her phone alerting everyone of their status. 

The Reception Desk can also send a scrolling text message to the display of a phone.  For example, a text message can be sent to a Service Department phone alerting them of a customer holding. 

"By adding Console.NET, we have experienced a higher level of quality and efficiency for our internal and external communications" said Ms. Carole Gehlmann.

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