By the numbers
NUMBER OF EMPLOYEES 400
NUMBER OF DEALERSHIPS 18
CARS IN INVENTORY 1,000
Understanding that a cloud-based solution could enable the scalability, reliability, and simple management that he sought, McKeone turned to Fuze to power USAuto Sales’ cloud communications strategy. USAuto Sales was able to turn up the Fuze product in a matter of hours as opposed to the numerous days it experienced with traditional telco vendors. By deploying Fuze, USAuto Sales gained the infrastructure it needed to set up an external call center and serve all its customers. “Normally it takes months to set up a call center. Using Fuze, we did it in just 30 days,” said McKeone. Instantly, Fuze eliminated busy signals, made it possible to seamlessly scale to handle up to 8,000 calls in a day, and empowered customers to make payments by phone.
Fuze also provided USAuto Sales with unprecedented insight into incoming calls and agent performance. “We don't just sell cars; we also service loans. It's important not only that we continue selling more cars than in the past, but that we collect on our loans at higher rates. Fuze is the backbone to our collection strategy, enabling us to improve our performance,” continued McKeone.
With Fuze, USAuto Sales was able to customize important processes to ensure loans are consistently closed in a compliant manner. For example, they use a custom IVR that enables the company to record and store each closing as an electronic record, for a repeatable, compliant process.
Plus, Fuze makes it simple for IT to allocate costs to each store. “Making the switch without taking a bigger budget hit made the Fuze installation a home run. Now we can flex and grow much faster, instead of continually adding PRIs to a PBX with limited functionality. With Fuze, we can calculate down to the penny each service being consumed and by which location,” said McKeone.
Moreover, the cloud-based communications infrastructure enables the agility USAuto Sales needs to continue on its fast-paced expansion path. In just 45 days, it can now open a new dealership and start immediately selling cars – a dramatically faster timeline than previously. In fact, with Fuze in place, the company has quickly grown from 12 locations to 18 in less than three years.
“Usually, IT is the cause of delays. The cloud technology allows us to pivot a lot faster. Plus, it eliminates the need to hire specialists such as telephony engineers to maintain our infrastructure,” continued McKeone
According to McKeone’s calculations, USAuto Sales realized a return on its Fuze investment within three to five months, enabled by reducing its footprint, telephony costs, and long-distance fees. The cloud-based solution also frees McKeone and his team to focus on more data-centric and future-forward technologies. “When we first brought Fuze in, it was as a telephony replacement. Now we look at Fuze as a strategic partner, empowering IT to enable the business and deliver on its promises,” concludes McKeone.
Perhaps that helps explain why McKeone was promoted from IT director to CIO and CTO.
- Platform characteristics:
- Transition to the cloud from an on-premise legacy system
- Integrations with CRM
- Intelligent call routing
- Key user features:
- Call center package and custom dashboard with analytics
- Custom IVR to ensure compliant closings
- Instant messenger