.jpg)
- high value retail
- automotive
From legacy Cisco phone system to a Powerful Revenue Platform across 200 retail locations
Vertu Motors replaced their on-premise Cisco phone system without losing a single call or workflow they'd spent years building. Then they automated call reviews and lead scoring to drive people and revenue improvment across the business.
- high value retail
- automotive
VERTU MOTORS
AUTOMOTIVE RETAIL
7,500
PHONE + ENLIGHTEN
A 13-year-old phone system and a business that needed to move faster.
Vertu Motors faced compounding challenges that threatened their ability to scale and compete in an increasingly digital automotive market. Their existing phone system was at capacity, buyers did more online, and manufacturer margins were under pressure.
What changed — and what it meant in practice
Before spoke
- Invest into legacy technology that wouldn't deliver the digital future they needed
- Teams tethered to desk phones — missed calls meant missed sales
- No visibility into what was being said, promised, or missed in conversations
- Managers spending thousands of hours manually reviewing calls
- Secret shopper compliance checks impossible to audit
- Valuable customer data locked inside phone calls, inaccessible to the business
After spoke
- Saved £900,000 by moving to cloud — no hardware investment required
- Employees can take and make calls from anywhere, on any device
- 100% of calls reviewed and scored automatically, including those on mobiles
- Managers save 25+ hours a week previously spent on manual call review
- Manufacturer compliance standards enforced and monitored on every call
- Call summaries and structured data feed directly into business operations
A phased deployment to minimize risk and ensure the business keeps on talking
Vertu could not afford the risk of a "big-bang" phone system migration, the business simply had to keep working. The migration happened in two clear phases with no disruption to the customer journeys, teams, or call routing logic they'd spent years building.
Cloud communications — without losing what worked
Vertu migrated off Cisco onto Spoke's cloud platform while keeping their proprietary customer journey logic intact. Every routing rule, every workflow carried across. Employees could now work from their mobiles with the customer connectivity, tools, data, and processes as at the desk.
Automated call reveiws and lead scoring
Once the communications foundation was in place, Vertu deployed Spoke Enlighten. Calls are now scored automatically against Vertu standards. Managers get personalized coaching plans that are ready to use, not a backlog of call recordings to wade through. And sales teams get automated sales playbooks that are personalized for every lead and the specific vehicle they want to buy.
60,000
calls across the business on Spoke every day
Across mobile phones, desktops, laptops, and legacy deskphones for common areas and service centers
80
%
reduction in manual post-call documentation
Calls are automatically transcribed and notes added to the customer record
100
%
digitization of conversational data
Enables automation, productivity, and identification of risks and oppoprtiunities.
1,200
+
hours saved per year per manager
Reviewing calls, writing up coaching plans, looking for risks and opportunities.
What the numbers actually mean
The 1,200+ hours saved per manager per year isn't a platform metric. That's time no longer spent hunting through call recordings, writing up coaching notes, or trying to figure out which rep missed a disclosure. It's time given back to actually managing people.
The 80% reduction in post-call admin came from Spoke Enlighten's AI call summaries feeding directly into Vertu's operational systems, automating the repetitive work that used to land on the rep after every customer interaction.
Critical customer and business data now surfaces during calls and messages, helping reps handle and prioritize opportunities, while sales playbooks that are personalized for every lead, tell reps exactly what to say to that person, to close that specific deal.
Talk to someone who can show you exactly how Spoke works in your business — no generic demo.
VERTU MOTORS
AUTOMOTIVE RETAIL
7,500
200+ sites across the UK
60,000 per day
article
"Our end users in dealerships now know what they're getting into when they pick up the phone which helps them frame the conversation and understand the expected outcome of the conversation as well"
Talk to someone who can show you what full visibility actually looks like for your team.
