Powering Seamless Communication Across Multi-Brand Dealerships

Automotive Dealership Network including:

Overview

Cloud9 Technology Consulting partnered with American Motors to transform outdated and disconnected phone systems across multiple dealerships into a unified cloud communications environment powered by Avaya Cloud Office and RingCentral RCX. The result is modern communications, deeper visibility into operations, strengthened lead tracking, and lower telecom expenses.

About American Motors

American Motors operates several high volume dealership locations offering a range of automotive brands. With multiple sales, service, and administrative departments, the organization depends on reliable phone systems, accurate reporting, and efficient customer communication to support strong sales and service performance.

Challenges

Before Cloud9 engagement, American Motors experienced significant communication challenges across its dealership locations. These included:

• Disconnected legacy premise based phone systems
• No visibility or analytics for sales and service teams
• Inability to track inbound calls and lead sources which created potential revenue loss
• Aging and expensive equipment that was difficult to maintain
• No centralized reporting across locations
• Limited ability for internal teams to update call flows or administer the phone system
• High monthly spend caused by outdated telephone lines and unused circuits
• Limited or missing call recordings which prevented effective quality assurance and follow up

Solution

Cloud9 Technology Consulting completed a comprehensive review of all dealership departments including sales, service, finance, and management. Based on these findings, Cloud9 implemented a modern cloud communications solution using the following technologies:

• Avaya Cloud Office for unified communications including voice, messaging, meetings, and team collaboration
• RingCentral RCX for advanced contact center capabilities including call recording, intelligent routing, AI analytics, and agent performance insights

Cloud9 also:

• Removed unused analog lines, old circuits, and outdated telecom services
• Standardized all dealerships on a single cloud communications platform
• Simplified pricing using predictable monthly licensing for UCaaS and CCaaS
• Enabled AI features such as call transcription, AI summaries, and keyword based search to support lead capture and coaching
• Configured call flows that matched dealership workflows across departments
• Provided staff training for the new cloud platform and reporting dashboards

Results and Benefits

Unified Communications

All dealerships now operate within the same cloud based system which creates a consistent experience across sales, service, and administrative teams.

Improved Visibility and Reporting

Management now has real time insight into call volume, call outcomes, missed opportunities, lead attribution, and performance for every location and department.

Lower Telecom Costs

Telecom expenses were reduced significantly by removing old circuits and adopting license based cloud pricing. There are no longer maintenance costs for legacy equipment.

Simplified Administration

Changes to call routing, user profiles, extensions, and call flows can be made directly by internal IT and operations teams using intuitive cloud dashboards.

Improved Reliability

Dealerships benefit from built in redundancy and high service availability through the cloud, resulting in fewer outages and stronger business continuity.

Better Customer Experience

Customers experience faster responses, fewer missed calls, improved follow up, and smoother communication across sales and service departments. This supports increased appointment setting, higher satisfaction, and better conversion opportunities.



Conclusion

Cloud9 enabled American Motors Group to replace legacy phone systems with a modern, unified, and data driven communications solution that enhances customer engagement, strengthens operational insight, reduces costs, and supports long term organizational growth.