Overview
Maguire’s Ford is a family-owned and operated group of dealerships operating since 1935. The fourth-generation leaders of the Maguire Auto Family, brothers Ryan and Robert Rohrer, take pride in being from Pennsylvania and working to provide the best vehicles for the local area. The two dealerships in Hershey and Duncannon need a reliable phone service to field any and all inquiries that come to them. Unfortunately, their previous provider, who they had for seven years, began consistently dropping service with ever-increasing resolution times. The old system lacked flexibility and ease of use, specifically in handling call transfers and managing multiple phone lines. It finally became too much to handle, and Maguire’s decided it was time for a change. Xtel Communications answered the call for help.
Their Challenge
The team at Maguire’s needed a modernized phone system experience but required a couple of crucial features that have eluded them. For the location in Duncannon, Park and Page is a feature that’s vital to their daily operations, and it must be simple to use and work every time. In the previous system, it took five keystrokes to park a call and page the person to pick it up. Often, things went wrong in the process, and the call was unfortunately dropped. Secondly, they needed a fax solution that didn’t cost an arm and a leg. Finally, both the Hershey and Duncannon locations needed updates on how they got internet from the carrier, either by updating their infrastructure or building redundancies into their internal systems. Along with all the advanced bells and whistles that come with a new phone system, Maguire’s had specifics that needed to be addressed.
The Solution and Implementation
Based on Maguire’s requirements, Xtel worked with Maguire’s Ford over a period of six months to implement the new system, ensuring the infrastructure was correctly set up. During that time, Xtel coordinated with the service providers to install new internet connections and simultaneously configure the system across both locations. The project was planned for a cutover to the new system on the same day, and it went off without a hitch. Xtel installed a new VoIP phone system that provided better call handling, including the much-desired Park and Page feature, which simplified the process from multiple keystrokes to a single key function. The analog fax lines were discontinued and transitioned to hosted fax, natively built into the Xtel system, reducing the need for direct lines and lowering costs.
The Results
The positive effects were felt immediately as soon as the new system was in place. The reduction in lost or missed calls improved customer service and satisfaction right away. The simplified call handling was efficient and reduced time spent on call management. Beyond the benefits of how the calls were managed, Xtel was able to lower telecom costs by incorporating hosted fax lines into the VoIP system. The Maguire Auto Family is a perfect example of not settling and instead, pursuing the right system for their needs. Xtel couldn’t be more excited to offer a solution that not only gives them what they need but helps facilitate more significant changes to their business with upgraded internet connections.
Download Full Case Study ⤓
