Norauto

How Europe’s Top Automotive Maintenance Company Is Using RingCentral to Drive its Digital Transformation

Region

Europe

Company size

11,000+

Industry

Retail

norauto.fr

Products used

This case study is also available in French

Lisez-le en français

Before we had a centralized phone solution across our locations, we were answering only about 30% of calls at our repair centers. After we deployed RingCentral, that number moved up to 90%— and led to a massive increase in business.

Laurent Moreau

IT Manager

A European leader in automotive maintenance and accessories

When its first location opened in Englos in 1970, Norauto brought a new concept to France: a full-service auto center combining a repair workshop and a parts-and-accessories store. In the 50 years since that location opened its doors, Norauto has become synonymous with automotive maintenance across Europe and beyond.

Today, the company has grown to more than 400 locations throughout France and hundreds more across Spain, Italy, Belgium, Portugal, Poland, and Argentina. Every day, thousands of motorists visit a Norauto repair shop for maintenance services and to purchase parts and accessories for their vehicles.

But with that level of expansion, across such a wide geographic area, Norauto’s corporate IT team found it difficult to make sure the company’s hundreds of locations were equipped with the right telephony infrastructure.

A phone system in need of a major tune-up

Because Norauto grew organically, adding locations to meet increasing customer demand across France—and, later, in other countries—the company found itself with a highly decentralized telephony infrastructure. Most Norauto auto centers relied on traditional desk phones, with lines provided by their local carrier. As IT Manager Laurent Moreau explains, this led to several operational problems.

Each repair center handled its own customer calls and appointment scheduling. But because we didn’t have a central system monitoring call traffic, our repair center managers had no way of knowing how well—or poorly—their staff was answering calls.

Laurent Moreau

IT Manager

In fact, when Norauto began rolling out RingCentral’s cloud communications solution to its repair centers—and was finally able to monitor call traffic across locations—Laurent’s team discovered that only about 30% of customer calls were being answered.

A related challenge—and one of the main reasons the company believes so many customer inquiries were going unanswered—was the fact that Norauto employees could not answer calls in the workshop or store unless they could reach a physical phone. Because the staff spends much of their time working on cars or helping customers on the retail shop floor, the company needed to enable staff to answer business calls from a mobile device.

RingCentral turbocharges the company’s business communications

Moving the company’s entire telephony infrastructure to RingCentral’s unified, cloud-based solution solved these two primary challenges almost immediately. “With the RingCentral app on their mobile phones, now our employees could answer a customer call no matter where they were in the garage or store,” says Laurent.

For the localized call data that Norauto wanted to deliver to the manager of each auto center, RingCentral recommended an integration with the Shadow All in One Analytics app developed by RingCentral partner RSI.

Using that app, Norauto was able to send enhanced analytics daily to each location manager, detailing key data from the previous day such as total calls answered, average time to answer, and abandon rate.

As Laurent explains, “Having easy access to these daily reporting metrics helped our managers organize their teams more effectively, quickly add resources to deal with increased call volumes, gauge team performance, and fine-tune the location’s phone operations to improve the customer experience.” He adds: “We are extremely delighted with the RingCentral/Shadow All in One Analytics solution.”

Norauto has been so pleased with RingCentral, in fact, that after recently completing its phase-one rollout to more than 300 repair centers across France, the team is now enthusiastically beginning phase two of its companywide RingCentral deployment.

Moving our operations to RingCentral had a huge, positive impact on our business and produced an excellent ROI.

Laurent Moreau

IT Manager

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