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Dominic Threlfall - Owner of Pebley Beach
Pebley Beach is located in Wroughton, Swindon and Cirencester where we operate Suzuki and Hyundai franchises.
Prior to migration to Pinnacle, we were an existing Pinewood customer and although the software had been upgraded continuously over time, technology had moved on and we required a hardware upgrade to accommodate our business growth and to allow us to outsource our call centre operation.
As Pinnacle is a hosted solution it made the addition of a new business straightforward. When we bought the Hyundai business we were up and running with Pinnacle from day one just by connecting to the remote Pinnacle server.
Successful CRM
We were able to fulfil our requirement to outsource the call centre operation by utilising Pinnacle’s secure VPN technology. A dedicated marketing agency was able to take over our call centre workload on an agreed fee basis rather than us having to service this in-house.
The call centre team are able to securely log into Pinnacle via the web and can see the dealership operation instantly. This allows them to manage sales calls, allocate courtesy cars, test drive bookings and handle all after sales management remotely. The system is updated after each call which populates a call to action within the appropriate diaries in the dealership.
This sales-focussed process has seen our sales figures rise from 80 to a peak of 600 vehicles a year from just one of our dealerships. Additionally integrating the after sales CRM into the call centre has underpinned an impressive 60% repeat business for us.
Although our turnover has increased dramatically, the business culture that now exists in the dealership means that we have only had to hire one more member of staff, with the efficiencies of Pinnacle picking up the workload.
The team are using Pinnacle to the maximum, which has allowed the business to grow significantly without a corresponding rise in headcount.
Overall, Pinnacle has given me clear visibility of what is working and what needs addressing within my operation, which ultimately gives me greater control of the business.
Dominic Threlfall
Owner of Pebley Beach