ADP Dealer Services, Inc., a division of ADP (NASDAQ: ADP) – global provider of business outsourcing and Human Capital Management solutions, has introduced ADP Telephony in the Cloud, a cloud hosting-based collaboration solution for dealerships, delivering voice, video, presence, desktop sharing and chat on any device: desk phone, mobile phone or tablet.
Based on Cisco cloud hosting technologies, ADP Telephony in the Cloud (ATC) allows ADP Dealer Services’ clients to operate Unified Communications as a Service (UCaaS), including integrated voice, video, presence and mobility applications for compatible desktop and mobile devices.
ADP is offering ATC on a per month/per user pricing model. Since ATC is deployed through cloud hosting-based infrastructure, clients are not burdened with the capital costs and additional equipment needed to meet the redundancy requirements, both of which are often associated with on-site solutions.
“Dealership employees using their personal mobile devices to contact customers has always been a challenging issue,” said Dean Bergan, Division VP of Technology Solutions and Network Solutions at ADP Dealer Services. “ATC helps dealerships embrace employee mobile devices by giving them a solution that enhances mobility though turnkey managed communication, enabling collaboration for all employees.”
The cloud hosting-based dealership collaboration solution integrates with ADP Dealer Services’ own Dealer Management System (DMS) and Customer Relationship Management (CRM) system. The integration would result in some attractive features and operational benefits.
A feature like ATC’s screen pop can help employees view full customer information before they even pick up the phone and log the lead directly into ADP CRM. These screen pops of customer information can help employees increase productivity, while also delighting the customers.
Additional options, like call recording and reporting, allow dealers to measure how efficiently calls are handled in ways that were not possible before. Workflow enhancements, like allowing Service Writers to create a pre-populated repair order with a single click, make information processing bottlenecks a thing of the past.