Updated: 12/18/24
For auto dealerships, the phone is the lifeline of the business. Whether it's sales or service, a reliable phone system keeps operations running smoothly and customers satisfied. Without it, your dealership is essentially "dead in the water."
When dealerships consider switching to a VoIP phone system, one question always arises:
“What’s the best VoIP phone system for a car or auto dealer?”
The answer? It depends.
At TeleCloud, we’ve worked with many dealerships, and while no two businesses are identical, they share common needs. Below, we’ll explore the VoIP features and capabilities that can have the biggest impact on your dealership—helping you close deals, improve service, and streamline operations.
Ready to upgrade your dealership's phone system? Talk to a VoIP expert to cut costs and enhance communication.
Why VoIP is Critical for Auto Dealers
Customers today do most of their research online. By the time they call your dealership, they’re likely ready to book an appointment, test drive a car, or finalize a purchase. That call could represent a sale or service opportunity, making it essential for the call to be handled professionally and efficiently.
With VoIP, you gain tools that traditional phone systems simply can’t offer. Let’s break down the features every dealership should consider in their VoIP solution.
1. Call Recording: Ensuring Quality and Accountability
In the fast-paced world of auto dealerships, call recording isn’t just helpful—it’s necessary. Whether for sales, service, or customer disputes, VoIP enables you to track and archive calls for a variety of purposes:
- Customer Service Accountability: Settling pricing disputes in the service department is simple when you can replay recorded calls. No more “he said, she said.”
- Sales Training: Managers can review recorded calls to coach sales staff on handling objections and closing deals.
- Inbound and Outbound Tracking: Many dealerships miss tracking local inbound calls or outbound service department calls. With VoIP, all call activity is tracked, giving managers complete visibility.
Pro Tip: Archiving tools make it easy to retrieve recorded calls whenever they’re needed, ensuring seamless resolution of customer issues.
2. Call Monitoring and Coaching for Sales and Service Teams
High-volume sales and service teams benefit greatly from the monitoring and coaching features available with VoIP:
- Coach Mode: Managers can listen in and guide employees on live calls without the customer hearing.
- Monitor Mode: Observe calls without either party knowing.
- Join Mode: Instantly jump into a call to assist or resolve an issue.
For business development centers (BDC), these tools are invaluable. For example, an employee handling a tough customer can send an instant message to their manager asking for help. The manager can then seamlessly join the call to assist.
These tools are also perfect for onboarding and training new team members, ensuring consistent communication standards across your dealership.
3. Integration with CRM Systems
Most dealerships rely on CRM systems like DealerSocket, VIN Solutions, CDK Global, or E-Lead to manage customer interactions. Your VoIP system should integrate seamlessly with your CRM to streamline workflows and improve visibility into customer communication.
Why Integration Matters:
- Automatically log call activity in your CRM.
- Record calls and link them directly to customer profiles.
- Use dealer-controlled mobile apps to track calls made on employees’ smartphones while ensuring professional branding.
This integration helps reduce reliance on personal devices while giving dealerships control and insight into employee-customer interactions.
4. Voicemail Management Made Easy
Voicemail management has historically been a challenge for dealerships. Traditional systems lack visibility, making it easy for messages to pile up and go unchecked.
With VoIP, managers can easily monitor voicemail activity, ensuring no lead or customer inquiry goes unanswered. Features include:
- Voicemail-to-Email: Voicemails are sent directly to the employee’s email, allowing them to respond quickly—even on their day off.
- Escalation Alerts: If a voicemail goes unanswered for too long, an alert can be sent to other staff members to ensure timely follow-up.
Real Example: A dealership in New Jersey resolved a major issue where 25 voicemails sat unchecked in the general reception inbox for over a week. With VoIP, this scenario became a thing of the past.
5. Call Dashboards for Better Accountability
Managers often struggle to track call activity across their team. With VoIP, call dashboards provide real-time analytics, including:
- Number of inbound and outbound calls per employee.
- Time spent on calls.
- Missed call alerts.
These metrics ensure accountability and allow managers to identify top performers or employees who may need additional coaching.
6. Cost Savings: The Bonus Feature
VoIP is typically more cost-effective than traditional phone systems. Here’s why:
- Lower infrastructure costs since VoIP operates over the internet.
- Scalable plans that allow you to pay only for what you need.
- Features like call routing and voicemail-to-email that reduce reliance on additional tools or services.
Choosing the Right VoIP System for Your Dealership
When selecting a VoIP system for your dealership, focus on features that solve common challenges like:
- Tracking and recording inbound/outbound calls.
- Integrating with your CRM.
- Providing real-time analytics and dashboards.
- Offering advanced voicemail management.
At TeleCloud, we specialize in VoIP solutions designed for auto dealerships. Whether you’re focused on improving customer service, streamlining workflows, or reducing costs, we’ll tailor a system that meets your unique needs.
Ready to Elevate Your Dealership’s Phone System?
If you’re looking for the "fully loaded, top-of-the-line VoIP system" for your dealership, we’re here to help.
Schedule a Free Consultation and discover how VoIP can drive better sales, service, and customer satisfaction at your dealership.
By Damon Finaldi
President, Tele-Data Solutions
E-mail: damon@tele-datasolutions.com | Direct Line: (908) 378-1217
I’m the general manager at Tele-Data Solutions. I love helping my customers and creating the best working environment for my team members to grow and to thrive. I grew up with the telecom business and have seen the evolution of phones—from the analog world to IP—and the huge positive impact it can have on a business.
