Bramgate Automotive Migration from NEC Phone System to TelCloud Flex Hosted

Inline Communications VoIP migration for Bramgate Automotive Group from Vintage NEC PBX to modern VoIP platform.

Migrating Bramgate Automotive Group, a GTA Local Multi-Location Car Dealership, from NEC Phone System to a new Cloud Hosted Unified Communication VoIP platform

Since opening their first showroom, Bramgate Automotive Group has grown into one of the GTA’s leading automotive dealer groups, operating five franchise locations across Brampton and Mississauga. With sales consultants, service advisors, finance managers, and administrative staff spread across all five sites, Bramgate depends on reliable, responsive communications to serve customers and coordinate their team every day.

CHALLENGES

1. Bramgate was operating three separate aging NEC on-premises phone systems with no manufacturer support path. Each location required its own maintenance contract, and hardware failures were an increasing risk with no centralized fallback.
2. Employees had no way of working remotely. Sales managers and finance staff who needed to work off-site had no access to the business phone system.
3. Each location’s phone system was siloed, with no central management, no visibility into call activity, and no ability to make changes without a technician on-site.
4. There was no centralized directory
5. Sales people extensions were not mobile and they were losing calls when not at their desk
6. Managers had no visibility to how many calls are coming to each dealership
7. Managers had no visibility how many calls are lost or unanswered
8. Managers had no visibility to when they should increase or decrease staff within individual departments based on volume of calls.
9. Owners had spend thousands of dollars each year for manufacturer software and support plan.
10. There was no recording of calls available with the old systems for managers to monitor and coach the new employees
11. The lack of recording was a liability in the event of a customer dispute.
12. No voicemail to email transcription – messages lost as there was no easy way to know about new messages in the mailboxes
13. Change requests for the phone system were time consuming or impossible.
14. No ability to escalate calls to other departments when unanswered.

SOLUTIONS

1. Inline audited and mapped Bramgate’s existing NEC infrastructure across all five locations and migrated the full group to TelCloud Flex, a hosted cloud PBX platform, delivered as a staged parallel cut-over with zero loss of existing phone numbers. End of life hardware was fully decommissioned.
2. TelCloud Flex softphone apps were configured on mobile devices and desktop computers, giving every staff member full access to the business phone system from anywhere.
3. All five locations were brought onto a single hosted platform with a unified admin portal, eliminating siloed systems and giving management complete visibility and control across the group without requiring a technician on-site.
4. A centralized company directory was configured across all five locations, accessible from every handset and softphone.
5. Yealink T54W and T44W handsets were deployed with direct extensions assigned to each staff member, and TelCloud Flex softphone apps were configured on mobile devices, allowing staff to take their extension with them anywhere.
6. TelCloud Flex’s reporting dashboard was configured to display inbound call volume broken down by location, giving managers a real-time view of call activity across the group.
7. Call reporting was configured to track missed and unanswered calls by location and department, giving managers full visibility into where calls are being dropped.
8. Wallboard and reporting tools were configured to display call volume trends by department and time of day, giving managers the data they need to make staffing decisions.
9. Bramgate was migrated to a subscription-based hosted platform, replacing per-site manufacturer software licenses and annual support contracts with a single predictable monthly cost.
10. Call recording was enabled across all five locations, capturing every inbound and outbound call at the extension level and storing recordings in a searchable, accessible archive for management review.
11. Call recording was enabled with full retention and management access, creating a verifiable record of every customer interaction that can be retrieved in the event of a dispute.
12. Voicemail-to-email was configured for every mailbox across the group, delivering audio attachments and transcriptions directly to each user’s inbox.
13. TelCloud Flex’s admin portal gives management direct access to make changes to extensions, routing, auto attendants, and schedules in real time, with no technician required and no delay.
14. Ring groups and overflow routing were configured across departments and locations, ensuring that unanswered calls are automatically escalated to available staff rather than going to voicemail.

BENEFITS

1. Bramgate is no longer exposed to the risk of hardware failure on unsupported equipment. TelCloud Flex is a fully hosted platform with no on-premises PBX hardware to fail, and all five locations were cut over with no disruption to existing numbers or operations.
2. Sales managers, finance staff, and any other employees who need to work off-site can now access the full business phone system from a mobile device or home computer, using the same extension they have at their desk.
3. By consolidating five separate on-premises systems onto a single hosted platform, Bramgate eliminated five individual maintenance contracts and gained a single point of management for the entire group. Changes that previously required a technician on-site can now be made in minutes.
4. Staff across all five locations can now quickly reach any colleague by dialing a 3-digit extension, and the full company directory is available on every device.
5. Sales consultants and finance managers can now take their direct extension on a mobile softphone, meaning they receive calls whether they are at their desk, on the lot, or working off-site. No calls go unanswered and more deals are won.
6. Managers now have a live dashboard showing inbound call volume by location, giving them the visibility they need to assess how busy each dealership is at any given time.
7. Missed and unanswered call data is now tracked and reportable by location and department, so management can identify where calls are falling through and act on it, improving overall customer satisfaction.
8. Managers can now pull call volume reports by department, time of day, and day of week, giving them a clear picture of when demand peaks and where staffing adjustments are needed.
9. The annual cost of manufacturer software licenses and support plans across five sites has been replaced by a single monthly subscription with overall savings approaching 35% with no surprise renewal fees.
10. Management can now access, search, and review recordings of any call across all five locations. Each recording is tied to the specific extension involved, giving clear accountability for every customer interaction and a practical tool for coaching and onboarding new staff.
11. Every customer interaction is now recorded and retained, giving Bramgate a verifiable record they can pull in the event of a complaint or dispute.
12. Every mailbox across the group now delivers voicemail as both an audio file and a text transcription to the user’s email. No message goes unnoticed because a staff member didn’t check their voicemail.
13. Any change to extensions, routing, schedules, or auto attendants can be made by management directly through the admin portal, with no wait time, no service call, and no additional cost.
14. Calls that go unanswered at one extension or department now automatically roll over to available staff based on configured overflow routing, reducing the number of calls that reach voicemail or go unanswered entirely.