A Southwest automotive group replaced its aging phone system with a VM-based Mitel platform designed and deployed by VLCM. The result: centralized control across 20+ dealerships, stronger call-center performance, and a more efficient operation.
An automotive group in the Southwest needed a modern communications platform that could keep pace with the scale of its operations. With more than 20 dealerships supported by a centralized customer service center, their 15-year-old phone system had reached its limits. They wanted to regain control, improve call-center performance, and position their IT team to support the rapid operational changes common in automotive sales and service. VLCM and Mitel delivered a VM-based, geo-diverse architecture that gave them the visibility, reliability, and flexibility their previous system couldn’t provide.
Mitel was selected because it provided the organization with a communications platform they could host, manage, and customize on their own terms. The automotive group needed a system that aligned with their VM strategy, allowed them to control update windows, and supported rapid adjustments to call routing during promotional campaigns or operational shifts. Mitel’s architecture met these requirements while offering the reliability and scale needed across all locations.
VLCM designed the environment around three Mitel systems deployed in geographically diverse data centers, giving the IT team resilience, failover protection, and full operational control. SIP services were brought into each site so calling could continue even if one location experienced an outage.
A key advantage of selecting Mitel was the ability to reuse the group’s existing handsets. Because they were already on a legacy Inter-Tel/Mitel platform, the phones could be reprogrammed and updated to work with the new controllers—avoiding a full hardware replacement. “This kept the cost more in line with an upgrade rather than a forklift replacement across the 20+ dealerships,” says Jon.
VLCM enhanced the customer service center’s capabilities by redesigning call routing and integrating caller ID with the group’s CRM. Agents could immediately see vehicle details, service history, and open recalls—removing manual lookups and improving consistency across locations.
With the design finalized, VLCM began a structured rollout across all dealerships. Most locations averaged around 60 phones, requiring a methodical approach to reprogram handsets, apply new firmware, and ensure the system mirrored familiar workflows from the legacy environment. VLCM introduced new workflow options where they reduced steps or improved efficiency.
To support staff during the transition, VLCM provided hands-on assistance at every dealership. Engineers met with employees at their desks, demonstrated updated features on their own phones, and guided long-tenured staff through new workflows. They answered questions on the spot and showed how small adjustments could simplify day-to-day work.
“We just took the extra time to walk through the dealerships, talk with employees, and say, ‘Here’s how you were doing it before, and here are a few new ideas to try,’” says Jon. “Once they saw the improvements, they were willing to give the new workflows a chance.”
By combining a carefully architected Mitel environment with a hands-on deployment, VLCM ensured each dealership came online smoothly, gained familiarity with the new capabilities, and felt fully supported throughout the transition.
The move to a centralized, VM-based Mitel environment delivered significant improvements across both the customer service center and the dealership network.
The group now has the visibility and control they previously lacked. Custom reporting and improved agent tracking allow leadership to monitor wait times, evaluate call handling, and identify trends more effectively. Call recording with scorecards has simplified quality assurance and made it easier to resolve customer inquiries by quickly locating past interactions.
With CRM-integrated screen pops, agents no longer need to manually search for customer or vehicle details. Service history, open recalls, and relevant account information now appear as soon as the call connects. This has reduced handle time and created a more efficient, consistent experience for callers.
By consolidating 20+ standalone systems into a single platform, the IT team can now adjust business hours, routing rules, and promotional messaging in one place instead of repeating updates at every dealership. This shift has eliminated duplicate work and given the organization the flexibility to support rapid promotional changes.
The decision to reuse existing handsets reduced hardware costs and kept the project aligned with a strategic upgrade rather than a complete replacement. The VM-based architecture also extends the system's longevity by making updates, failover testing, and future expansions easier to manage.
With VLCM’s hands-on support during the rollout, dealership staff gained comfort with the new features from day one. Long-tenured employees and new users alike adopted updated workflows that reduced steps and improved efficiency. The IT team now has a platform they can control, customize, and scale as the business grows.
VLCM’s work on this project was shaped by a clear understanding of how the automotive group operated across its dealerships and customer service center. Jon notes that VLCM’s extensive experience with multiple generations of Mitel systems made it possible to design a solution aligned with the client’s technical requirements, VM strategy, and long-term operational needs.
Before making any changes, the team invested time in learning how calls were handled, how service scheduling flowed, and how employees interacted with customers. This foundation allowed VLCM to introduce improvements that fit naturally into existing workflows while reducing steps and improving efficiency.
What stood out most was the level of personal involvement during the rollout. VLCM engineers worked directly with staff at every dealership—meeting employees at their desks, demonstrating updated features, and helping them adopt new workflows with confidence. This hands-on support ensured that each location transitioned smoothly and that users felt comfortable with the system from day one.
By combining deep technical expertise with close engagement across all locations, VLCM delivered a solution that fit the organization’s operations and strengthened its ability to serve customers.
If you’re exploring ways to improve reliability, streamline call workflows, or gain more visibility into your communications system, VLCM’s engineering team can walk you through what’s possible. Visit www.vlcm.com/voice to learn more.
To read more VLCM Success Stories, visit www.vlcm.com/success.
Our client is an automotive dealership based in the Southwest. Out of respect for our client's privacy, we have chosen to keep their name confidential.
Mitel’s on-premises, VM-based communications platform—including call routing, call recording, handset reprogramming, SIP services, mobility features, and CRM integration support
Jon Horrocks - VoIP Engineer
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