--- title: "Full Throttle Communications: Harley-Davidson Dealer Supercharges Customer Service with ESI" description: Case study detailing how ESI helped Electric City Harley Davidson power communications that matched their iconic level of service. image: https://www.esi-estech.com/hubfs/Estech_gfx/stock/bigstock--127136243.jpg --- ![EC Harley Davidson logo](https://www.esi-estech.com/hs-fs/hubfs/Estech_gfx/Case%20Studies/EC%20Harley%20Davidson%20logo.jpg?width=125&height=125&name=EC%20Harley%20Davidson%20logo.jpg) # Full Throttle Communications: Harley-Davidson Dealer Supercharges Customer Service with ESI ![bigstock-Louisville-Kentucky-Usa-Febr-472143071 (2)](https://www.esi-estech.com/hs-fs/hubfs/Estech_gfx/Case%20Studies/bigstock-Louisville-Kentucky-Usa-Febr-472143071%20(2).jpg?width=2800&height=1768&name=bigstock-Louisville-Kentucky-Usa-Febr-472143071%20(2).jpg) 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 ](https://www.echarleydavidson.com/) 20 Cloud Seats 1 Location ![Harley Davidson Logo on Store Front](https://www.esi-estech.com/hs-fs/hubfs/Estech_gfx/Case%20Studies/bigstock-Krasnoyarsk-Russia--June---456926045.jpg?width=1600&height=1067&name=bigstock-Krasnoyarsk-Russia--June---456926045.jpg) ## 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](https://www.galcobus.com/)** 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.](https://www.galcobus.com/) 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. ## Related case studies [![](https://www.esi-estech.com/hs-fs/hubfs/Estech_gfx/bigstock-Car-Care-Maintenance-And-Servi-461602203.jpg?width=1600&height=1600&name=bigstock-Car-Care-Maintenance-And-Servi-461602203.jpg) Retail ### Rapid Recovery: How ESI’s eCloud PBX™ Restored Communications Fast for Two Leading Brands ](https://www.esi-estech.com/case-studies/rapid-recovery-napa-electric-city-hd?hsLang=en) [![](https://www.esi-estech.com/hs-fs/hubfs/Estech_gfx/Case%20Studies/bigstock-Kaunas-Lithuania--March----475202495.jpg?width=1600&height=1600&name=bigstock-Kaunas-Lithuania--March----475202495.jpg) Retail ### Powering Precision Ag: ESI Unites Locations for John Deere Dealer AKRS ](https://www.esi-estech.com/case-studies/akrs?hsLang=en) [![](https://www.esi-estech.com/hs-fs/hubfs/Estech_gfx/Case%20Studies/bigstock-Napa-Auto-Parts-Retail-Store-E-303417091.jpg?width=1600&height=1600&name=bigstock-Napa-Auto-Parts-Retail-Store-E-303417091.jpg) Retail ### Back on the Road in 24 Hours: NAPA Auto Parts Store Rescued from a 12-Day Outage ](https://www.esi-estech.com/case-studies/napa-auto-parts-waxahachie-tx?hsLang=en) ![](https://px.ads.linkedin.com/collect/?pid=3588748&fmt=gif)