Sheehy Motors

To modernise Sheehy Motors’ communication system with a cloud-based platform that improves call management, analytics, and customer experience across multiple sites.

Driving Better Customer Communications

Founded in 1972, Sheehy Motors is one of Ireland’s most trusted automotive groups, representing seven iconic brands Mercedes-Benz, Audi, SEAT, ŠKODA, Volkswagen, Volkswagen Commercial Vehicles, and CUPRA. With over 120 staff across facilities in Carlow and Naas, Sheehy Motors prides itself on delivering exceptional service to every customer, whether they’re buying a vehicle or booking maintenance.

As one of Ireland’s busiest motor groups, Sheehy Motors handles a high volume of daily calls across multiple sites. The existing phone system lacked the analytics and functionality needed to manage inbound and outbound call traffic effectively.

The leadership team wanted a modern, cloud-based solution that could:

• Queue and route calls efficiently to the right department
• Reduce hold times for customers
• Provide detailed call reporting and analytics
• Offer a seamless experience for staff and callers alike

Ensuring customers were never left waiting too long and that service quality stayed consistently high was a top priority.

The Solution

Having worked with Sheehy Motors for over a decade, VEI Global understood the business’s evolving communication needs. After a full review of system options, VEI recommended GoTo Connect, a powerful cloud-based unified communications and contact centre platform.

Key features implemented included:

• Intelligent call queuing and automated wait-time announcements
• Callback options to improve customer experience
• Advanced reporting dashboards tracking call volumes, missed calls, and response times
• Full integration across both Carlow and Naas sites for consistent operations

VEI Global worked closely with GoTo engineers to plan and deploy the new solution. The system was implemented over five weeks in early 2024. After initial fine-tuning, the platform stabilised quickly and began delivering measurable improvements in call handling, visibility, and overall customer experience.

Timeline

From order to full deployment, the project was completed within five weeks. The rollout included planning, configuration, testing, and staff familiarisation across both locations. VEI Global continues to provide ongoing support and system optimisation.

Why VEI Global Was Chosen

Sheehy Motors and VEI Global share a longstanding partnership spanning over ten years. As VEI already managed Sheehy’s data LAN and Wi-Fi networks, the dealership had complete confidence in VEI’s technical understanding and reliability.

Unlike many cloud telephony providers, VEI Global offers onsite engineering support, an essential advantage for businesses that value face-to-face service. After a joint presentation and demonstration, the GoTo Connect platform was chosen as the best fit for Sheehy’s operational and customer service goals.

Results & Benefits

• Improved call management and efficiency across both locations
• Enhanced customer satisfaction, with reduced wait times and callback options
• Comprehensive call analytics enabling smarter resource planning
• Seamless integration between departments and sites
• Ongoing local support from VEI engineers

The system now provides Sheehy Motors with the visibility, reliability, and performance they need to keep pace with growing customer demand.