Case Study: Putnam Automotive improves customer service and reduces call abandon rates with Vertical Wave IP from Vertical Communications

Putnam Automotive cuts call abandon rate to 3.2% with Vertical Communications

Putnam Automotive, a group of 14 Northern California dealerships, faced a significant challenge with its outdated phone system that could only handle six calls at once, leading to lost business and poor customer service. To address this, they partnered with Vertical Communications to implement the Wave IP 2500 unified communications system.

Vertical Communications' solution centralized call handling for all dealerships into one Client Care Center. The Wave IP system drastically reduced the call abandon rate from a double-digit percentage down to 3.2%, increased the number of customers serviced, and provided valuable real-time data for staffing. The vendor's technology also improved internal coordination with features like warm transfers and call recording, leading to a much better customer experience and supporting the company's growth.

Putnam Automotive