Automotive Feature Story
How Apex Auto scaled dealer networks to 24/7 hotline coverage
A unified communications rollout that brought every dealership, service desk, and roadside team onto one resilient network.
8 min read · Published May 2026
Apex Auto
- Industry · Automotive
- Headquarters · Detroit, MI
- Dealerships · 184
- Agents · 1,240
The Challenge
One brand, hundreds of disconnected customer journeys
Apex Auto’s rapid dealer expansion created a patchwork of local phone systems. Customers were transferred repeatedly, after-hours calls went unanswered, and leaders lacked a complete view of demand. The team needed to modernize without disrupting daily service.
The Solution
A phased rollout built around the way dealers already work
Together, the teams mapped every call path and launched a cloud contact center across six pilot markets. Shared routing, intelligent overflow, and live coaching gave local teams autonomy while creating one consistent experience for every driver.
“
We stopped thinking of the hotline as a cost center. It became the connective tissue across our entire dealer network.
Maya Chen · VP, Customer Experience
The Impact
A better answer for every driver—and every dealer
42%
increase in dealer bookings
within the first 90 days
98.4%
overall CSAT
across every support channel
24/7
nationwide coverage
with intelligent overflow
Results measured across 184 dealerships, January–April 2026.