Contact centre fuels performance at top dealership group.

Driving success.

Founded over 60 years ago, Snows Motor Group is a family-owned business based in the South of England. They specialise in new and used vehicle sales, servicing, MOTs, and repairs.

Starting life as a single Toyota dealership in the mid-1970s, Snows have since grown into a network of over 50 franchised dealerships and four standalone Approved Servicing Centres, with over 1,000 employees.

Throughout their history, Snows have always been passionate about putting customers first and finding new ways to make every experience the very best it can be.

The challenge

In 2023, Snows realised that while their on-premise contact centre setup was functional, it wasn’t keeping pace with their growing needs. Managing it was complicated, reports weren’t providing the insights they needed, and scaling was a challenge. As their customer base grew, maintaining a high level of service was becoming increasingly difficult.

The solution

Looking to simplify operations and set the dealership up for continued success, they turned to their longstanding IT partner, Bistech. With a solid understanding of Snows’ journey and considerable experience in the motor industry, Bistech recommended 8×8’s unified CCaaS and UCaaS platform as the right-fit solution.

The system implementation was meticulously planned, with Snows assured of a smooth transition, as Stuart Truman, their Head of IT explains, “We knew we had a partner we could rely on. Bistech had already moved other customers to 8×8 which gave us real confidence.”

The benefits

The customer service benefits were immediate. As Stuart elaborates, “The answer rate in the contact centre went up by 10% literally overnight.” He continues, “We’re now answering 95% of calls and that comes down to the efficiency of the design.”

Similarly, visibility was transformed through 8×8’s advanced out-of-the-box analytics. The contact centre team now have real-time reporting at their fingertips and can fine-tune call routing to reduce response times and improve agent efficiency — all supporting Snows’ commitment to a quality customer experience.

And in such an acquisitive industry, this intuitive platform empowers the Snows IT team to be more responsive to business needs. Stuart says, “Each time we took on a new franchise, setting that site up could easily take two days — it was a lot of effort. Now it’s very, very simple. I can add a site in around half an hour.”

Additionally, automated upgrades and security patches mean that these tasks no longer have to be actioned out of hours, saving Stuart and his team time while ensuring the system is always up to date, giving total peace of mind.

Alongside their Bistech SD-WAN and in combination with 8×8’s powerful omnichannel feature set and industry-leading uptime, Snows now has robust communications platforms to support future growth.

Ultimately, Stuart finds reassurance in having the experienced team at Bistech to rely on. He concludes, “We’ve worked together since 2009. Over that time Snows has grown, and Bistech has grown with us. They know us, they know the motor industry, and they have a broad breadth of knowledge and specialties — it’s a massive benefit.”