NFON brings calls and customer information together. International Garage gets the relevant customer context immediately and can systematically follow up on missed contacts outside opening hours.
As a Service Partner for Volkswagen, SEAT, Škoda and CUPRA, International Garage supports customers with their vehicles every day. Phone contact is an important part of the service process.
The faster an employee knows which customer is calling and which work order is relevant, the more effectively the conversation can be handled.
That's where NFON comes in. Rather than treating telephony as a standalone system, International Garage wanted to integrate communications more closely with its existing CRM while ensuring enquiries outside opening hours weren't lost.
International Garage is an automotive service company based in Riva del Garda, in the Italian province of Trento. As a Service Partner for Volkswagen, SEAT, Škoda and CUPRA, it supports customers with vehicle maintenance, servicing and workshop requirements.
Industry: Automotive / Vehicle Service
Headquarters: Riva del Garda, Italy
Employees: 7
For International Garage, it was essential to avoid having to search for relevant information once a call came in. The customer needed to be identified immediately and linked to the right work order. At the same time, the telephony and contact center solutions had to integrate effectively with existing processes and the CRM. Enquiries outside opening hours also needed to be captured.
International Garage chose NFON because, according to the company, the solution could be tailored more closely to its requirements than the alternatives considered.
The CRM connection was particularly important. Today, when a call comes in, the team can immediately identify the customer and the associated work order.
The solution also supports service processes outside opening hours: incoming calls are automatically reported by email, together with a transcription of the customer's message. This means the team can call back prepared and respond more quickly to the customer's specific needs.
Customer and work order can be matched as soon as the call comes in.
Calls outside opening hours are automatically forwarded by email.
The customer's message is transcribed, helping the team prepare for the callback.
International Garage describes the solution as intuitive, fast and easy to learn.
By connecting telephony with CRM data and automated follow-up, International Garage gives employees more context for every interaction – from the first call to the callback.
Employees can see who is calling and which work order is relevant as soon as the call comes in.
The automatic email and transcription help the team follow up on missed contacts fully prepared.
Close CRM integration reduces the need to search manually for information during a call.
According to International Garage, the solution requires little training and is intuitive to use.
International Garage particularly values the way the NFON solution was tailored to the company's individual requirements.
The solution was tailored to International Garage's specific workflows.
According to the customer, integration with the existing CRM was better than with other solutions considered.
Employees need little time to learn how to use the solution.
International Garage highlights the solution's speed and responsiveness in day-to-day use.
International Garage sees further potential in combining customer communications with artificial intelligence.
In future, an AI assistant could handle incoming calls, connect with the existing appointment calendar and automatically schedule appointments for customers.
This would be a natural extension of today's approach: from instant customer context and automated follow-up to increasingly automated appointment processes.
