Hertz

Hertz Ireland streamlined their business phone system to deliver on their customer promise

Hertz Ireland Case Study

Background

An ‘impeccable’ implementation has helped drive business growth at Hertz Ireland.

“Innovate’s service is impeccable. From the moment we engaged with them, through to the installation and the support afterwards, it’s been great,” said Hertz Ireland IT Manager, Ger Murphy.

The Solution

VoiceGrid is Innovate’s Unified Communications as a service (UCaas) solution. It is built on premium, enterprise-class equipment and is the industry standard for the delivery of UCaaS.

Innovate have integrated VoiceGrid across the Hertz national network, with numerous locations in Dublin, Cork, Shannon and Wexford.

The VoiceGrid installation was professionally project managed and seamlessly implemented, including user training, to ensure minimal disruption to operations.

“We work in a fast-paced industry so it was important for us that this was done quickly, as well as correctly,” Ger said.

When Hertz Ireland approached Innovate, they were using different systems across all their remote locations.

This diverse system network meant difficulty routing calls, grouping calls, and the number of unanswered calls was becoming an issue.

“With VoiceGrid, we can now implement a call queue. We are now also able to record calls, which is important from a legal perspective when dealing with customer complaints,” Ger said.

The Result

Hertz Ireland now have one cost for all calls, which includes 24/7 support with VoiceGrid for their business phone system.

“It was taking our accounts department half a day every month to get to grips with the bills from our previous provider, which was always different,” Ger said.

“Innovate have brought all our costs into one bill, which is the same every month and is very easy to understand.

“We now have one less headache each month and we can focus on the things that matter most to our business.”

A key differentiator, compared to other providers, is the depth, quality and level of post-implementation management and support from Innovate.

All support requests are managed at a Network Operations Centre (NOC), which is manned seven days per week by Certified Network Administrators and provides 24/7 support to VoiceGrid clients.

“The support is always great and it is always good to know that when you pick up the phone and dial an extension, you are going to reach the right person and not be transferred to a call centre somewhere else,” Ger said.

“I would definitely recommend Innovate to others.”

 

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