8×8 Contact Centre for Auto Parts

The Challenge

Our client, a national automotive parts distributor with a rapidly growing footprint, reached a critical point where their existing phone system could no longer meet the demands of their expanding operations.

The business was relying on a five-year-old cloud-based phone system provisioned by a small IT provider. As the organisation scaled, the system revealed significant limitations—particularly the lack of integrated contact centre functionality, absence of live reporting and analytics, and ongoing reliability issues due to outdated handsets.

Without proper call queuing capabilities, their team struggled with missed calls, frustrated customers, and lost productivity—hindering their ability to deliver the responsive service their clients expected.

The Solution

After working closely with the Arrow solution engineering team, we implemented the 8×8 Virtual Contact Centre platform at the client’s head office.

This enterprise-grade solution provides advanced call and email queueing across the entire organisation, replacing their outdated system with a unified, modern platform that enables faster response times, deeper performance insights, and increased operational efficiency.

Phase two of the transformation will see the 8×8 ecosystem extended to the client’s 17 dealership locations, delivering a holistic and integrated communications environment across the full enterprise.

Key features of the solution include:

• 8×8 Virtual Contact Centre: Delivers enterprise-level voice and email queueing, advanced routing, and real-time performance metrics.
• Live Dashboards and Supervisor Workspace: Empower managers with immediate insights into staff availability, call volumes, and performance trends.
• Workforce Management Tools: Features like agent log-on/log-off and break tracking ensure peak staffing efficiency and accountability.
• Self-Service Management: Enables internal teams to manage users and queues without the need for external support.
• Future Innovations (Planned):
  • Speech Analytics for sentiment detection and compliance
  • AI Chatbot for handling online enquiries and reducing contact volumes
  • Social Media Integration (Facebook, WhatsApp, SMS) to engage customers via their preferred platforms

The Outcomes

With the successful implementation of the 8×8 Virtual Contact Centre, our client is now seeing measurable improvements in customer service and team performance.

• Call Efficiency: Missed and abandoned calls have decreased by 40%, thanks to improved call handling and reduced wait times.
• Faster Decision-Making: Live dashboards enable managers to respond to trends and challenges in real-time.
• Operational Control: Simplified system management has empowered internal teams to make timely changes without waiting on third-party support.
• Improved Productivity: Faster email response times and better visibility of team performance have lifted overall productivity.
• Scalability: The platform is ready to scale with the business, with dealership integration already planned as the next step.

Deployment

Arrow’s Service Delivery team delivered the project on time and to a high standard, meeting the client’s ambitious implementation timeline. Our streamlined approach ensured minimal disruption to operations, with full support provided through number porting, training, and onboarding.

A Unified Future

With a future-ready contact centre platform now in place, our client is on the path to a fully integrated communications environment that spans their entire organisation.

Through Arrow’s Turn Key agreement, they benefit from a single monthly cost, covering all their technology and communications needs—bringing clarity, control, and peace of mind.

They also enjoy:

• A dedicated account manager who provides proactive support and expert guidance
• 24/7 Australian-based support, ready to assist whenever needed
• Procurement services that simplify technology acquisition, compatibility, and lifecycle support

By partnering with Arrow, our client can now focus on what they do best—while we take care of the technology.