Onboarding Date: November 2024
Background
Smyth Automotive Parts, a family-owned business founded in 1963, has grown steadily through decades of service and expansion. Today, Smyth proudly supports customers across Ohio, Kentucky, and Tennessee with access to over one million auto parts—available for same-day pickup or delivery.
Challenges
- Internal System Management: The existing phone system required Smyth’s team to learn, manage, and maintain configurations themselves—including call flows and administrative tasks.
- Limited Support from Previous Provider: The previous provider offered “support” through ticket submissions or phone calls, but the assistance was generally limited to How-To instructions—leaving Smyth responsible for executing the changes themselves.
- Delayed Response Times: Support from the previous provider often took 48 hours or more, creating operational delays.
- Time-Sensitive Installations: The company required fast coordination of installs and migrations to meet contract deadlines.
VerCom’s Solution
VerCom delivered IPlex a modern and scalable communication solution tailored for Smyth’s regional operations:
- Centralized Hosted Telephony: Unified all locations under IPlex, a single virtual/hosted IP-based PBX platform.
- Coordinated Rollouts: Executed a strategic, phased deployment aligned with contract deadlines, ensuring a seamless transition.
- Full-Service Support: Assumed responsibility for all system changes, administration, and support needs—removing the burden from Smyth’s internal team.
- Dedicated Local Support: Provided prompt, reliable assistance both remotely and on-site.
- Modern PBX Environment: Deployed a virtual/hosted IPlex PBX system that supports:
- Extensions: 230
- Deskphones: 216
- Softphones: 4
- Facilities: 24
Benefits and Outcomes
- Simplified Operations: VerCom took full ownership of system management, freeing internal staff from technical administration.
- Responsive Support: Fast, dependable support resolved issues quickly—eliminating lengthy resolution times experienced with the previous provider.
- Streamlined Communication: Unified telephony increased internal efficiency and simplified system management across all 24 locations.
- Contract Alignment: Timely migrations prevented service disruptions and optimized vendor transitions.
- Scalability and Customization: The new system includes a custom call center application and room for future expansion.
Conclusion
By partnering with VerCom, Smyth Automotive Parts transformed its multi-location communications into a unified, hosted solution tailored for growth. With increased operational efficiency, reliable support, and a custom call center application in place, Smyth is well-positioned to continue delivering exceptional service across the region.