About Budgen Motors

As one of Shropshire’s biggest and longest established Motor Dealerships Budgen Motors prides itself on giving excellent service to all its customers. Budgen has been in Shropshire for 40 years and it is still family run today.

Originally started by Tommy Budgen in the 70s, Budgen was taken over by the late Robin Wimbush in the 80s and is now owned by Robin’s friend Kim, and his wife Susan, who have lived and worked in Shropshire for over 30 years.

Budgen Motors now has Citroen, DS, Dacia and Renault Dealerships in Telford and Shrewsbury, Peugeot, MG, and Subaru in Shrewsbury, a large Used Car Centre offering all makes and models in Shrewsbury and a Full MG Facility in Telford.

In 2023 Budgen Motors launched a fresh new online identity and is now known as simply Budgen in all online spaces.  The fresh identity includes a new logo that showcases their  ‘Together we drive’ ethos. A new workshop is planned in Shrewsbury and a body shop in Telford to help with servicing.

The Challenge

In line with FCA (Financial Conduct Authority) regulations, Budgen is required to record telephone calls where a car finance transaction is required.
In addition, Budgen takes payments over the telephone by debit or credit card for its services and therefore must comply with the requirements of the payment card regulators (PCI DSS) to not store any sensitive payment card information.
A seemingly substantial challenge for any call recording company met by Vidicode UK and the flexible and cost-effective Apresa Call Recording Solution.

The Solution

The Apresa meets the requirement of the FCA to store calls for up to seven years and to be easily traceable. Budgen Motors required storage on site which Vidicode UK provided. The Apresa also offers an audit trail and limits access to recordings only to supervisors as chosen by the management. The Apresa’s user interface, accessible via any networked web browser enables search for calls from any of our sites by multiple criteria. We can add notes to each call and colour mark calls in accordance with their relevance or topic (i.e. training, dispute, sale etc.)
For payments made over the phone, the Apresa recording solution is easy to configure, muting calls when agents reach our “Payment Page” whilst on a call meaning that no card details are captured. There is also the option to use short-codes to manually mute and unmute the calls.

Key Benefits of the Vidicode UK Apresa recording solution

1. PCI DSS Compliance for payment cards
2. FCA Compliance with audit trails & 7 years storage
3. Easy recording user interface
4. Simplifies training and staff appraisals
5. Improves customer service and client experience
6. Cost-effective and flexible

Vidicode UK says:

Working with Budgen Motors, a prestigious car dealership with a long family history, enabled us to demonstrate the capabilities of our Apresa call recording system in pausing calls for credit and debit card payments. This is vitally important to many car dealerships that take payment transactions over the phone for PCI DSS compliance purposes.

Screen recording further improves our PCI pause record feature by allowing managers to see exactly what happens during the transaction and when a call is paused. Additionally, our optional VoiceCrunch AI speech analytics solution can swiftly pinpoint such calls by searching for keywords like ‘pay now’, ‘the price will be’, ‘order’, ‘credit card’, and others.