This auto dealership group employs more than 1,000 employees across 12 locations, including a collision center. Reliable communications are critical to supporting sales, service, and customer experience in a fast-paced environment where uptime directly drives revenue performance.
The challenge
Over time, their legacy voice and contact center infrastructure grew increasingly complex and costly, placing strain on day-to-day operations They needed a modern solution to consolidate their systems, improve reliability, and support future growth.
Disconnected communications
The business was managing separate voice, contact center, and messaging tools across locations. Without native integrations to key dealership applications, this created operational complexity and inconsistent workflows.
Downtime risk from legacy systems
Voice services relied on an outdated platform, increasing downtime risk and putting frontline sales and service performance at risk.
High costs with limited visibility
Overlapping tools increased costs and limited visibility into usage and performance.
What did One Source do?
One Source developed a comprehensive modernization strategy designed to eliminate complexity, reduce operational risk, and position the dealership for long-term growth.
- Consolidated communications into one platform: Unified fragmented voice and contact center systems into a single UCaaS and CCaaS platform, reducing system sprawl and simplifying communications across all locations.
- Deployed dealership-focused solution: Implemented a purpose-built solution for dealerships, with out-of-the-box integrations for key applications, eliminating costly third-party tools.
- Managed phased migration: Led transition and porting process across all locations, ensuring minimal disruption to operations.
- Developed AI optimization roadmap: Created a phased roadmap to retire outdated analytics tools and introduce AI-driven capabilities, including sentiment analysis, call transcription, and automated summaries.
The results
- Cost savings: Cut monthly communications spend by $10,000, with a roadmap to save an additional $20,000.
- Minimal downtime: Phased migration across all locations to protect sales and service continuity.
- Streamlined operations: Transitioned from six separate tools to one unified platform, improving oversight and workflow consistency.
- Improved reliability: Reduced outage risk and improved uptime through a voice-first architecture.
- Native integrations: Eliminated costly third-party tools through native dealership integrations.
- Future-ready platform: Positioned the business to scale confidently with AI-powered innovation.
