Customer Service Roars at North Cascades Harley-Davidson® Thanks to New Phone System from Frontier Communications

North CasCades harley-davidsoN® BurliNgtoN, Wa FroNtier CommuNiCatioNs West regioN – Case study

Frontier Business edge brand guidelines February 2015 201Case study – North Cascades harley-davidson® frontier.com/businessedge

North Cascades Harley-Davidson®

Based in Burlington, Wash., North Cascades harley-

davidson® has been selling, renting, repairing and restoring

motorcycles, and serving motorcycle enthusiasts, for nearly

40 years. the dealership serves approximately 10,000

customers throughout the region.

Jeff “sig” siglin, owner and dealer operator, acquired the

North Cascades dealership in august 2014. one of his first

orders of business was to replace an aging phone system

that was more than 15 years old. With the old system, the

dealership’s 22 employees could not easily transfer calls nor

could they access voicemail from outside the premises.

“it was antiquated,” he said.

The Need and the Solution

For the dealership to continue to succeed, a new phone

system would have to be a priority, siglin said. “a new phone

system improves the efficiency of the operation,” he stated.

“it enhances the customer service aspect of the business.”

siglin contacted four different telecom service providers for

proposals and quotes. three of them proposed the same

mitel system. But the decision to work with Frontier was easy,

he said, in large part because the staff was knowledgeable,

but also because of the company’s “one-stop shop”

approach to service.

that approach was significant for siglin. he wants to be

able to call a telecom service provider, tell them what’s

wrong, and have them fix it without having to deal with an

outside party.

“i like the one-stop shop,” he commented. “that’s a big

selling point for me.”

Frontier’s solution was a 25-unit mitel phone system with

key features important to the harley-davidson® dealership.

among them are the system’s “twinning” capabilities, which

enable incoming calls on a business line to be answered

on a person’s private cell phone. in addition, calls can be

seamlessly transferred from a person’s cell phone back to

their business line – even during a call. this convenience and

mobility benefit everyone.

“if it’s beneficial to the employee, it’s beneficial to the

customer,” siglin said.

Continued next page

confident.to find out what Frontier Business edge can do for your business, visit us at frontier.com/businessedge.

The Need and the Solution (continued)

another critical feature is the system’s answering capabilities.

if a call is transferred and the employee does not pick up,

that call is routed back to the main line, making sure the

business does not miss the call.

in addition, the dealership is able to take calls 24 hours a

day, 7 days a week — a huge service to a customer whose

motorcycle might break down outside of business hours.

The Results

according to siglin, the new system has been a tremendous

benefit to the dealership. the technicians from Frontier who

installed the mitel system were well-versed and provided

in-depth training for the dealership’s employees. Frontier’s

service post-installation has been greatly appreciated as well.

overall, siglin said he is a very happy customer.

“the service has been outstanding.”

Let Frontier Help You

Frontier customizes and provides communication solutions to all businesses, small, medium and enterprise, with a focus on the education, government, healthcare, professional and retail verticals.

Frontier Business edge brand guidelines February 2015 202Case study – North Cascades harley-davidson® frontier.com/businessedge

North CasCades harley-davidsoN® BurliNgtoN, Wa FroNtier CommuNiCatioNs West regioN – Case study