Case Study: Dunn Tire achieves unified, reliable seasonal call handling with Vertical Communications

Neither Cold nor Snow Prevents Dunn Tire from Driving Greater Sales with Vertical Unifi ed Communications

Dunn Tire, a large retail and wholesale tire distributor with 35 locations across upstate New York and northern Pennsylvania, needed a communications system that could handle extreme seasonal call spikes, connect all of its sites, and provide reliable call routing, recording, and reporting. Its hosted VoIP system was unreliable, could not scale with demand, and offered little failover protection or visibility into call activity. Vertical Communications provided the Wave IP unified communications platform to address these issues.

Using Vertical Communications’ Wave IP, WaveNet, Contact Center, Call Classifier, and reporting tools, Dunn Tire built a high-speed, flexible SIP trunking environment that connected all locations and could route calls to the right experts wherever they were based. The company gained call recording, detailed reporting, better voice quality, and backup options that eliminated failures. As a result, Dunn Tire improved operational reliability and was able to support up to 40% of its business during peak snow season while running as a more unified organization.

Dunn Tire

Tim Schroeder

Director of Continuous Improvement