Enghouse Interactive Case Study. Logo -Toyota Material Handling

Solutions used

  • Intuition for Avaya

Significant Increase in Efficiencies and Savings

In order to maintain an unrivalled reputation for technical excellence and customer support, Toyota Material Handling selected Enghouse Interactive Intuition operator consoles for their call reception requirements.

“Due to the increase in efficiencies and reduced operating expenses we experienced a £120,000 per annum saving by using the new console system. The move to Enghouse Interactive has proved to be a strategically astute move for Toyota Material Handling,” explains Kim Cawood, Human Resources, Toyota Material Handling.

Background

Toyota Material Handling prides itself with service delivery, with over 40 years’ experience in supporting Australian customers. Yet, like many organisations Toyota was faced with a tired legacy telephony system and call answering infrastructure which was not fully addressing todays demanding requirements.

With the Australian head office located at the Sydney branch, the telephone operators at Toyota were managing calls to over 200 extensions and to some of the business’s most critical customer centric operations including sales, services and spare part operations. Despite the best efforts of the telephone operators, the business discovered that some calls were not reaching the right people and some were ‘lost’ within the system. This issue was compounded by the continued need to control costs and maximise efficiencies across the organisation.

“The accuracy of call handling and the loss of calls to the business was a major concern we needed to address. For many our switchboard is the front door of our operations and to stay as a market leader, the value we place on each caller and engagement is high,” explained Kim Cawood.

Solution

Toyota Material Handling chose Enghouse Interactive’s Intuition operator consoles for their call handling requirements. The Intuition 1000 console allows Toyota to improve customer service and call handling through its speed, quality and the ease with which calls are answered and transferred. The high performance software allows operators to respond with accurate, up-to-date information. Combined with the advanced directory look-up facilities and busy lamp field to view availability, Intuition is a valued customer service tool for Toyota.

“The Enghouse Interactive console is a user friendly, intuitive application. From a staffing aspect, we often use temps to help with work cover, and with this application they can get straight to work and concentrate on providing the best possible customer service,” said Cawood.

“The value of the communication system has a direct business impact. With the Enghouse Interactive solution the operators are able to ensure all the calls are captured and dealt with directly by available sales representatives,” explained Peter Trevitt, Sydney Branch Manager, Toyota Material Handling Australia.

Results

At Toyota Material Handling results were seen early with the new console solution. “The Enghouse Interactive platform provided the business with a significant increase in efficiency from the operators. In addition, the solution identified areas for improvement in work performance which we were able to address,” explained Cawood.

Savings in operating expenses were also experienced, as Cawood explained. “Due to the increase in efficiencies and reduced operating expenses we experienced a £120,000 per annum saving by using the Intuition consoles. The move to Enghouse Interactive has proved to be a strategically astute move for Toyota Material Handling.”

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