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

Vertical Helps Autopart International Take Customer Communications to the Next Level

Vertical Communications helped Autopart International, a wholesale automotive aftermarket manufacturer with more than 200 locations and 3,000+ employees, address the challenge of handling very high call volumes consistently across its store network. The company needed better visibility into call handling, faster response times, and real-time and historical business intelligence to improve customer service.

To solve this, Vertical Communications deployed the Wave IP 500 Business Communications System along with Wave Call Navigator and Wave Global Reporter across more than 100 locations. The solution centralized call management, routed calls intelligently to the right branches and available agents, and provided reporting on call trends and performance. As a result, Autopart International improved call response times, increased consistency, gained actionable BI, and was better able to scale staffing and inventory to match demand.

Autopart International

Jim Russell

Director of Infrastructure and Operations