Case Study: Olivier Ford achieves faster customer response and reduced costs with Avaya IP Office

At Olivier Ford, Customer Satisfaction Comes First!

Olivier Ford, a busy Ford dealership in Saint-Hubert near Montreal, had sustained growth but relied on a 20-year-old phone system that was at capacity. With sales staff frequently mobile, atypical schedules, and a single overwhelmed receptionist funneling all incoming calls, customers experienced long hold times and missed calls — and management lacked the tools to measure call volume and improve service.

Olivier Ford implemented the Avaya IP Office platform with call twinning, voicemail‑to‑email, consolidation of service lines and Xima Chronicall reporting. The new system cut monthly telecom costs, let calls reach staff on desk or mobile, enabled faster callbacks via .WAV messages, and streamlined call handling during peaks. The result was higher productivity, quicker customer response, fewer calls routed back to reception and improved customer satisfaction, with a platform ready to consolidate other dealerships.

Olivier Ford

Jacques Olivier Jr.

Chairman