No More Missed Calls on the Dealership Showroom Floor

About Reliance Auto

• Sector: Auto Dealership

• Location: Indianapolis, IN

Reliance Auto is a small, family-owned and operated auto dealership has built its reputation on trust, personal service, and long-standing relationships within the community. Serving local customers with a hands-on approach, the dealership relies on clear, dependable communication to support sales inquiries, service appointments, and day-to-day customer interactions. To maintain its high standards of customer care, the business depends on reliable communication tools that keep conversations running smoothly and ensure every customer feels valued and supported.

Scenario

The dealership's support operations were being quietly undermined by processes that had not kept pace with the volume and expectations of a growing customer base. Staff were manually logging customer interactions, a time-consuming routine that pulled agents away from the conversations and resolutions their customers actually needed. The error-prone nature of manual record-keeping created gaps in the dealership's visibility into its own performance, leaving management without reliable data on call trends, service quality, or customer satisfaction. Without automated systems to capture and surface that information, measuring what was working, and fixing what wasn't, became a persistent challenge.

The disconnection between platforms made matters worse. Agents worked across fragmented tools that didn't communicate with one another, creating workflow inefficiencies that slowed response times and added friction to every interaction. When evaluating a new solution, the owner set a clear bar: the platform needed to deliver seamless mobility across desktop, web, and mobile; exceptional reliability and uptime to match the dealership's high daily call volume; advanced call routing to get customers to the right specialist quickly; and the ease of use necessary for the team to adopt it without disruption - all at a price point that made sense for a small business.

Outcome

Reliance Auto implemented net2phone's unified communications platform, replacing its disconnected setup with a single, integrated solution that addressed each of the dealership's priorities. Advanced call routing, automated interaction tracking, cross-device mobility, and enterprise-grade reliability gave the team the infrastructure to match the standard of service they had always delivered in person - now consistently, at scale, and without the administrative burden that had been weighing them down.

The operational gains were swift and meaningful. By automating manual logging processes, agents were freed from administrative overhead and able to redirect their focus where it belongs: resolving customer concerns and building the relationships that drive loyalty. The consolidation of communication tools into a single platform eliminated the inefficiencies of working across disconnected systems and delivered a measurable reduction in operational costs, turning process improvement directly into bottom-line impact.

The customer experience improved in equal measure. Enhanced call quality and a dramatic reduction in dropped calls meant that interactions proceeded smoothly from start to finish, reinforcing the reliability customers have come to associate with the Reliance Auto name. Advanced routing capabilities ensured callers reached the right specialist quickly, reducing wait times and improving first-call resolution - a combination that shortened the distance between a customer's need and a satisfying answer. 

For a dealership built on personal service and community trust, net2phone delivered something beyond better technology: the confidence that every customer who calls will be met with the same care and consistency they'd expect walking through the front door.

We were paying too much with Xfinity and we also had to use Magic Jack so net2phone allowed us to have what we needed in one billing company. It's an easy to use, convenient system that allows responding to calls easily.

Tajuan Johnson, Owner, Reliance Auto

Key Statistics