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Rapid Recovery: How ESI’s eCloud PBX™ Restored Communications Fast for Two Leading Brands

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Industry

Retail

Challenge

Both businesses faced critical communication breakdowns that directly impacted their ability to serve customers. They needed fast, expert intervention - not only to restore service, but to ensure reliability and resilience going forward.

Results

ESI, along with trusted Certified Reseller partners, stepped in to deliver ESI eCloud PBX™ solutions tailored to each business. Both businesses experienced immediate relief and long-term benefits from their new ESI systems.

Key Benefits

Mobile Apps, Seamless Transfers, Remote Administration, Emergency Recovery, High Reliability, Local Presence, U.S.-based Support, Scalability, Built-in Redundancy, Hardware Warranty, Paging Support, Fast Installation, Voicemail Transcriptions

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Customer Profile:

NAPA Auto Parts – Waxahachie, TX

Founded in 1925, the National Automotive Parts Association (NAPA) serves automotive professionals, do-it-yourselfers, and everyday drivers with over 500,000 products. The Waxahachie store prides itself on exceptional customer service and reliability - qualities that require dependable communications.

Electric City Harley-Davidson – Scranton, PA

Part of the Hannum’s Harley-Davidson® family, Electric City Harley-Davidson is one of the largest dealerships in its region. Known for exceptional customer care, the dealership operates multiple departments - including sales, service, parts, and merchandise - that must stay seamlessly connected to deliver the “Thrill of the Ride” to every customer.

The Challenge

Both businesses faced critical communication breakdowns that directly impacted their ability to serve customers.

  • NAPA Auto Parts: After switching to another cloud provider, the Waxahachie store experienced a catastrophic service outage, leaving them without phone service for 12 days. Every day without phones meant lost business and frustrated customers. Their provider offered no resolution, forcing them to seek immediate help.
  • Electric City Harley-Davidson: Their previous cloud phone system repeatedly failed to integrate with essential paging and music-on-hold systems due to conflicts with their robust firewalls. As a business with multiple departments that rely heavily on paging for service coordination, these failures disrupted daily operations and risked customer satisfaction.
Both companies needed fast, expert intervention -  not only to restore service, but to ensure reliability and resilience going forward.

The Solution

ESI, along with trusted Certified Reseller partners, stepped in to deliver ESI eCloud PBX™ solutions tailored to each business.

For NAPA Auto Parts:

  • Partner c2mtech responded immediately, restoring full service in under 24 hours.
  • Implemented superior backup redundancy to prevent future extended outages.
  • Provided Texas-based technical support for fast, local assistance.

For Electric City Harley-Davidson:

  • Partner Galco Business Communications performed a full network assessment, eliminating firewall conflicts that had plagued paging and music-on-hold functions.
  • Installed a hosted platform with custom call routing, including hunt groups, backup answering positions, and after-hours auto attendants.
  • Demonstrated the Park and Page feature, enabling staff to park calls and page the right department instantly.

The Results

Both businesses experienced immediate relief and long-term benefits from their new ESI systems.

Key Benefits:

  • Rapid restoration of service — less than 24 hours for NAPA; immediate paging and music integration for Electric City.
  • Reliable uptime with built-in disaster recovery and redundancy.
  • Custom configurations to match business workflows, ensuring calls are always answered by a live person.
  • Local, U.S.-based support for quick resolutions and knowledgeable assistance.
  • Improved operational efficiency — better call routing, seamless paging, and integrated features that support daily workflows.