Enhancing Customer Service with Power BI for UK Car Dealership

Perrys is one of the largest independently owned car dealership groups in the UK. In business since 1908, their sites are located throughout the country. With the help of more detailed insights on their switchboard provided by Power BI, and our analytics team, Perrys have successfully enhanced their customer service.

  • The Challenge - Unactionable Data

    With over 29 sites, and thousands of calls received daily, the call volume from their telephony system and switchboard is vast. Historically, this data was presented in basic spreadsheets, and at a level which was often hard to turn into meaningful insights.

     

    Previously, Perrys would receive a daily email with a spreadsheet containing the switchboard statistics, which was then manually manipulated to give a summary of call data. “Not only was this time consuming, but it also potentially introduced an element of human error too,” admits Spencer Parry, Data and Analytics Manager.

    1000s

    of calls analysed

    29

    dealership sites optimised

    Zero

    calls missed out of hours

  • “

    Using this report, I can instantly see which of the sites are too busy and which have issues with call answering times. This insight is helping to make our business more efficient.

    IT Director

    Perrys

Data-led Improvements

Using the dashboard, driven by Power BI, Perrys could quickly drill down into the data from the telephony platform relating to different sites, and even into individual call queues. This helped them to identify issues and swiftly act.  For example, they spotted a large percentage of calls were being missed at one of their sites over the weekend. To rectify this, they reviewed staffing levels to ensure calls were no longer being missed out of hours.

 

Data can be viewed at an individual site or at an aggregate level across the dealership, including the call answered rate, call abandoned rate and customer wait times. This makes spotting trends easier and now they can better anticipate weekly and seasonal peaks and troughs in calls.

 

“I was excited about the opportunity to work on this process with our Service Delivery Management Team and our customer, Perrys. Using the Microsoft Power Platform, we have been able to improve the experience for Perrys and their customers,” concluded Spencer Parry.

  • “

    Now that I have seen this and used it, I just wish I had it at the beginning. It makes everything about the phone logging so much easier to understand and find out what is going on. Well done!

    IT Director

    Perrys

Solution Overview

Unified Communications, Cisco Unified Attendant Consoles (CUAC)

Automated Data Reporting utilising the Power BI and Power Automate products in the Microsoft Power Platform suite

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