Case Study: Autopart International improves call handling and customer service with Vertical Communications

Autopart International improves call handling across 200 stores with Vertical

Autopart International, a major automotive parts retailer with over 200 stores, faced challenges in managing high call volumes consistently across its chain. They lacked the ability to track call handling or gain business intelligence from their communications, which risked customer service quality. To address this, they partnered with Vertical Communications for a new solution.

Vertical Communications implemented its Vertical Wave IP 500 platform along with Wave Global Reporter and Wave Call Navigator applications. This provided intelligent call routing and detailed, company-wide call reporting. The results included improved call response times, more consistent service, and enhanced operational efficiency through data-driven staffing and inventory decisions. Vertical's solution gave Autopart International the actionable intelligence needed to better satisfy customer needs.

Autopart International