Case Study / Olivier Ford www.olivierford.com avaya.com At Olivier Ford, Customer Satisfaction Comes First! Addressing the Flood of Incoming Calls Thanks to sustained growth over several years, Olivier Ford, a car dealership in St-Hubert, still ranks year after year among the best Ford dealers in Quebec. Its chairman, Jacques Olivier Jr., a second- generation owner, was aware that significant investments were required to upgrade their communications platform to support this strong growth and most importantly, to improve the customer experience that has always been so important to the company. It was quickly determined that IP telephony was a must. The telephone system, which was more than 20 years old, was outdated, at full capacity and could not adapt to the changes required as

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