Gargash Enterprises sets soaring benchmark for customer service

The leading car dealership has once again demonstrated its firm commitment to its customers, by investing in a dynamic new software program called RTC Connect. Now installed at the Deira workshop in Dubai, Connect will be installed in all other Gargash Enterprises showrooms in the U.A.E. by March 2007. Gargash Enterprises will set a matchless standard for car servicing through this pioneering system.

Connect was developed in the U.K by Real Time Communications, a software development company specializing in innovative programs for franchised car workshops. At its core, Connect is a world-class booking and communication process for every call in and out of the service department within a car dealership, responding to customer requirements at an unprecedented rate. The system registers individual vehicle service histories and customer contact details, automatically providing customers with personalized updates and pricings on the vehicle services required. The highly advanced customer recognition system is overseen by Call Centre Staff, who are trained to serve each customer at an exceptional level of efficiency.

Connect also manages a smooth flow of information between the customer and the workshop, to facilitate service bookings with appropriate technicians and enable customers to track vehicles at every step of the process. The direct benefit to the customer of this improved communication process, is that all service appointments with Gargash Enterprises will be scheduled to take place within a vastly shortened time frame. Every available workshop hour and resource will be transparently communicated to customers and detailed confirmations of bookings will be provided via telecommunication and SMS text messaging. The system will create a live channel of information exchange between all Gargash Enterprises showrooms, to ensure an integrated service.

Gargash Enterprises has introduced RTC into its existing database management system after considerable research into the needs of its' U.A.E. based customers. The integrated new system will provide Mercedes-Benz owners with the ultimate experience in car servicing, paving the way for increased standards of service communications. Richard Barber, General Manager of Gargash Enterprises, stated "We have invested a substantial amount of time and resources in Connect, which has led to the formation of a new Call Center and an improved training system as well as the recruitment of professional Call Operators to run the service. We would like to return on the investment made by our valued customers through the provision of impeccable car servicing in all our workshops. Connect will materially improve the relationship between our customers and our service department and we look forward to seeing tangible results in the near future."

Customers will be asked for feedback throughout the launch period, in order to further the impact of RTC and ensure successful implementation of the system. Barber added "Gargash Enterprises is a customer driven organisation and we will measure the success of Connect against the customer feedback we receive. At Gargash Enterprises, we believe that if it doesn't get measured, it doesn't get managed."

Gargash Enterprises is the first dealership in the world outside of the U.K, to install the RTC Connect system. Top dealerships in other countries are set to follow in its footsteps sometime next year, placing Gargash Enterprises as a global leader in innovative customer service solutions. Barber continued "Gargash Enterprises is very proud to launch RTC Connect in the Middle East, and I am sure our customers will let us know if and how efficient the new system is. We are in this for the long-term and will continue to direct considerable effort toward ensuring a global standard of car servicing in the region."