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Murray VW cannot afford costly downtime

Murray Group is a family run Volkswagen Dealership, if the company isn’t able to get online, it would lose customers and business.

Murray Group is a family run Volkswagen Dealership in Devon. It has three locations in Plymouth and Newton Abbot. As a Volkswagen (VW) dealership group, it is connected to VW headquarters in Germany as well as a multitude of other online resources and relies on access to these systems when supporting customers. Previously, Murray Group Head Office had an ADSL line.

However with only one line, if for some reason the service failed, it meant that the company was unable to get online and was losing business.

“We had periods when we couldn’t get online at all,” said Mike Davidson, Group IT Manager at Murray VW, “which is hardly ideal when customers are bringing in their cars and you need immediate access to their service history.”

“We’ve noticed a dramatic improvement in service reliability since the switch to FluidOne BURST,” Mike Davidson said. “No Internet service can have 100% uptime* but with multiple lines, each with a different provider, it has meant that the business hasn’t experienced any downtime. We have been able to access the data held in external sites when needed so customers don’t have to come back, or worse go to another dealership.”

*100% uptime as of March 2015

Business Benefits

As a result of access to information like service history and availability of new cars at all times, customer retention rates have improved. The service offered by the business has become more consistent and reliable. Mike was pleased with the level of customer service offered by FluidOne, “The team focused on our needs rather than trying to push us towards a specific solution. We trust FluidOne completely to do what it says it will, which is rare in a supplier.” By working together, FluidOne and Murray Group were able to choose the right technology to fit the needs of the business.

100% uptime

Since the switch to FluidOne

140 employees supported

Including onsite and offsite employees

Customer retention

Improved and increased functionality to serve customers instantly

The Technology

Fibre broadband was not an option; the rollout had stopped 200m away from the Head Office site. FluidOne implemented PureFluid BURST lite4 technology to solve the downtime issue. By using PureFluid, Murray Group head office had Internet access supplied by two providers on four lines, which meant that should they have further problems connecting to one service, redundancies were in place to ensure the service did not fail.

FluidOne implemented PureFluid with two lines at the other sites, as Murray Group was often downloading information from servers based in Germany; this solution met their needs in terms of both speed and reliability.