Customer Spotlight- Bumper to Bumper Auto Parts

Case Study- Bumper to Bumper Auto Parts- Company-Wide Migration of Retail Stores to VoIP Phones

CHALLENGE

Parts Warehouse Inc., a member of the Bumper to Bumper Alliance, needed to upgrade all of their Crow-Burlingame Auto Parts stores to VoIP phones. They did not have the available personnel to devote to this multi-faceted project.

SOLUTION

The broad expertise of TeleComp was leveraged to project manage this migration. Their Carrier Support team managed number porting and disconnects of POTS service. Their Cloud Service team configured the VoIP phone system to meet the stores’ unique needs. And their Marketing team developed a 1-page quick reference guide for using the phones. TeleComp provided a Project Manager to coordinate all activities with Parts Warehouse Inc.

BENEFITS

  • More stable phone system with built-in redundancy
  • Solid ROI from eliminating all POTS lines and long distance
  • New functionality available, including voicemail to email, call routing, desktop and mobile clients, extension dialing between stores, contact center
  • Standardization among all stores
  • A fast-tracked process that converted the stores in an orderly manner, allowing Parts Warehouse Inc. to focus on their other critical projects

EXAMPLE STORE

A typical store with $28 POTS lines was being increased to $107 by the carrier. Each line was replaced by a hosted phone for $27 running on their existing network connection. Once initial one-time charges were recovered, this store’s cost was reduced to 25%.

EXISTING ENVIRONMENT

Engrained in the company’s culture is never missing a customer’s call. Although a retail store, Bumper to Bumper’s primary market is the auto mechanic. “When a mechanic needs a part, they need it quickly. 80% of the time they order parts over the phone, if we don’t answer, they will turn to our competition, and may never return,” says Rick Spugnardi, CIO and Vice President of Parts Warehouse’s Digital Business.

CHANGING ENVIRONMENT

As technology for phone service evolves from analog to IP, analog phone lines are becoming more expensive when available at all. Each retail location had issues maintaining consistent and dependable phone service, and Spugnardi’s team was struggling to stay ahead of these issues.

MAKING THE TRANSITION

Transitioning nearly 200 retail stores from analog to IP phone systems, many in rural communities, was a daunting project. “Having TeleComp working closely with us, but doing the heavy lifting, excelerated the entire project and delivered a big win for my team,” Spugnardi says.

MANY MOVING PARTS

An extensive checklist was required for each store prior to conversion: primary number portability, potential DSL issues, differing phone carriers and ISPs, proper cabling, number of phones, and port scheduling. Timing of POTS termination would be critical in order to avoid unnecessary redundant charges.

MAXIMIZING ROI

Each store manager is compensated to maximize profits of their store. A weak ROI was not acceptable. According to Spugnardi, “TeleComp was diligent in helping us establish the shortest ROI.”

PROOF OF CONCEPT

TeleComp worked closely with Parts Warehouse to fully test, prepare and establish a process for moving all Bumper to Bumper stores to the new VoIP telephone system with minimal downtime.

This proof of concept included:

  • Selecting 6 stores to be test sites
  • Identifying store needs to assure a simplified phone configuration and call flow
  • Establishing system redundancy plans
  • Customizing a 1-page Quick Reference sheet for store employees’ self-training of phone use
  • Documenting each store’s existing phone and internet services
  • Confirming that each store’s published phone numbers are portable
  • Determine what network cabling adjustments were needed
  • Coordinating with the carrier to schedule a port date
  • Configuring and delivering the appropriate number of phones to the store prior to number porting, along with Quick References
  • Establishing a conference bridge for all parties during each porting of numbers to test and assure a successful conversion
  • Develop a store-by-store spreadsheet to accompany invoices for internal billing needs

As a result of this process, final adjustments were made prior to moving to a phased approach for all other stores. “I wouldn’t consider presenting this migration to our leadership team without knowing it was ironclad,” Spugnardi explains.

TELECOMP – THE DIFFERENTIATOR

The are a number of reasons that TeleComp is uniquely positioned to manage the process of migrating multiple retail locations from an analog phone system to a VoIP phone system:

  1. Fully-supported – Unlike many VoIP providers, TeleComp provides full support during and after the sale: full project management of the onboarding process, employee training, system configuration, and moves/adds/changes.
  2. Fully hosted – TeleComp maintains our cloud-based phone system in our fully-hardened data center with full redundancy. While we utilize industry-leading Mitel hardware and software, we manage the entire customer experience. This assures that our customers are not dependent upon a large corporate hierarchy of disparate support groups.
  3. Carrier Service team
    1. We maintain a highly experienced team that understands how to work with Telco carriers. Our customers no longer have the frustration of being passed around from carrier call group to the next. One call or email to us, and we go to work for our customers!
    2. As a Telco carrier, we buy bandwidth at wholesale rates, and then compete very successfully with the major carriers. This allows us to address almost all aspects of the conversion process. And our invoicing is far simpler than what typical carriers provide.
    3. We understand that sometimes fiber is not the best option. We research options and provide a professional recommendation.
    4. We project manage the entire number porting process. Acting as your agent, we coordinate and participate in the porting to eliminate unnecessary downtime.
  4. Uniquely Customizable – Unlike other VoIP providers, we embrace customers that have unique needs and requests. Our focus is on understanding our customer’s business, and jointly designing the system to meet their needs.
  5. Onboarding Made Easy – Long before your new phones go live, we prepare your employees so that there are no surprises and no loss of efficiency.

WHY MITEL?

At TeleComp, we believe in identifying the best partner for an offering, and then only supporting that partner. We invest in our people to become the best at designing, planning, installing and supporting that partner. Mitel is the best in business communications, and that’s why we are one of their Top 6 partners in the United States.

Mitel has the most market share in their 5 core markets. They are recognized as a Leader by Gartner in 3 different Magic Quadrants. They continue to improve their offerings with $1 Billion invested in just the last 24 months. That explains why they have over 1,600 patents. They continue to innovate and add value to their offerings.

AND WHAT ABOUT THE ROI?

With the rising cost of analog lines as contracts renew, the long-term savings will grow considerably more. But based on the current cost of POTS, the average store experiences an ROI of 211% in Year 1, or 3.85 months to break-even.

This includes an extra month in old analog service as it is not discontinued until after a successful conversion; plus initial implementation costs. With the final stage just completing in late 2018, the earlier phases are validating this return on investment.

“We planned on helping our store managers’ bottom lines. We planned on improving efficiencies. And we planned on a smooth implementation. Thanks to TeleComp, our plans are on-target,” Spugnardi says.