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Staff IT help line for a motor dealer group

Answers staff IT calls and chats across three dealerships, checks known outages first, walks people through simple fixes and logs the rest with the IT support company.

VoiceWeb chatEmailInternal Human handoffYour knowledgeSummariesIntegrations
Live demo

Talk to Tess at Totara Bay Motor Group

Totara Bay Motor Group is made up. Tess is a real agent, set up the way we would set one up for your team. Talk or type and ask what your staff would ask.

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The problem

A 142-person dealer group has one IT manager and an outside support company. On a Saturday the sales yards are busiest and nobody is at head office, so a locked DMS account or a slow site link means a salesperson rings the IT manager's mobile, the same outage gets reported a dozen times, and tickets arrive with no detail.

How it works

  1. Answers IT calls, chats and emails from staff at any hour, including weekends
  2. Checks the outage list first so known problems get a straight answer
  3. Walks staff through the simple fixes in the group's IT guides
  4. Logs everything else with the right priority and the details the engineer needs
  5. Pages the on-call engineer when a site can't trade or there is a security issue

What it connects to

  • IT support company ticket system
  • Microsoft 365 and Teams
  • Phone system
  • Outage list in SharePoint
Sample conversation
  1. Liam (sales consultant)Hi, it's Liam at Takapuna. The DMS is taking forever to open a deal and I've got a customer waiting.
  2. AgentHi Liam. There's a known problem with the DMS at Takapuna this morning, INC-5103. It's slow but still working, and Harbourline expects it fixed by 11am. The deal will open, it just takes longer.
  3. Liam (sales consultant)OK. Also the ute I repriced this morning still shows the old price on Trade Me.
  4. AgentThe stock feed to Trade Me Motors missed its 8am send. The next one is at 10am, so your new price will show after that. No need to change it again.
  5. Liam (sales consultant)Great. And Outlook just froze.
  6. AgentClose Outlook fully from the taskbar, then open it again. If it still won't open, restart the laptop and tell me, and I'll log a ticket for Josh Tan at Harbourline.

Illustrative conversation. Names, numbers and details are made up.

Capabilities used

  • Human handoff. Transfers the call, books a callback or forwards the email when a person should take over.
  • Your knowledge. Answers from your documents, website and videos, and stays current when they change.
  • Summaries. Every conversation ends with a written summary, a transcript and the next step.
  • Integrations. Connects to more than 700 business apps and acts in them during or after the conversation.

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