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Full Throttle Communications: Harley-Davidson Dealer Supercharges Customer Service with ESI

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Industry

Retail

Challenge

Electric City Harley-Davidson’s previous cloud phone and ISP provider couldn’t keep up with their operational needs or their commitment to exceptional customer service.

Results

ESI and partner Galco Business Communications implemented the ESI eCloud PBX™ to address every pain point and set Electric City up for reliable, flexible communications.

Key Benefits

Mobile Apps, Desktop Phones, Seamless Transfers, Remote Administration, Auto Attendant, High Reliability, U.S.-based Support, Hardware Warranty, Paging Support

www.echarleydavidson.com
20
Cloud Seats
1
Location
Harley Davidson Logo on Store Front

Customer Profile:

Electric City Harley-Davidson, located in Scranton, PA, is part of the Hannum’s Harley-Davidson® family, one of the largest and most respected dealership groups in the nation. Since 1954, the Hannum family has been delivering the “Thrill of the Ride” to riders across Pennsylvania and beyond, offering motorcycles, service, parts, merchandise, and a premier customer experience.

ESI Certified Partner:

Galco Business Communications

Quakertown, Pennsylvania
(800) 479-0955

The Challenge

Electric City Harley-Davidson’s previous cloud phone and ISP provider couldn’t keep up with their operational needs or their commitment to exceptional customer service.

The dealership experienced:

  • Persistent failures with paging and music-on-hold integrations due to conflicts with their robust firewalls.
  • Multiple departments (sales, service, parts, and merchandise) that required consistent paging and quick call transfers to maintain efficiency.
  • Poor provider support, with slow responses to trouble tickets and unresolved platform issues.

Missed calls and faulty communication features were impacting daily operations, potentially leading to lost sales and a diminished customer experience.

The Solution

ESI and partner Galco Business Communications, Inc. implemented the ESI eCloud PBX™ to address every pain point and set Electric City up for reliable, flexible communications.

Key solution features included:

  • Comprehensive Network Review: Electric City’s network was pre-analyzed, eliminating firewall conflicts and ensuring smooth integration with paging and music-on-hold systems.
  • Hosted Platform with 20 Seats: Configured with incoming calls routed to multiple stations, hunt groups, and backup extensions to ensure a live answer every time.
  • After-Hours Auto Attendant: Provides essential information and routes calls when the store is closed.
  • Special DID Numbers: Dedicated lines for vendors, finance, and insurance partners to handle calls outside normal business hours.
  • Park and Page Functionality: Staff can park calls and page the appropriate department or team member instantly.

The Results

Electric City Harley-Davidson now operates with a reliable, fully integrated communication system that supports their fast-paced, customer-first environment.

Key Benefits:

  • Seamless paging across all departments with no technical conflicts.
  • Music-on-hold restored for both customers waiting on the phone and in-store ambiance.
  • Consistent uptime with disaster recovery included.
  • Easy-to-use telephones that staff enjoy using and maintaining.
  • U.S.-based support in Texas, ensuring fast, knowledgeable assistance.
  • Hardware warranty for peace of mind throughout the lifecycle of the agreement.
  • Remote administration to reduce service costs and speed up resolution times.