Scott Equipment is a heavy-duty construction equipment dealer focused on rental, sales and service parts. Located in five states, primarily in the Southern U.S., it has served customers for more than 80 years and represents manufacturers of construction equipment, cranes and specialty equipment including Volvo, Case and Kobelco. The company employs more than 200 factory-certified technicians and carries close to a $10 million parts inventory.

Scott Equipment's phone problems began when it moved away from traditional phone lines to an inefficient, piecemeal setup. To simplify, the company brought all operations in-house and moved to a call manager system with EarthLink, its primary carrier. The change created more headaches: EarthLink delivered SIP on the back end through MPLS, and the arrangement caused a stream of SIP-related issues.

Three years of constant voice troubleshooting followed. Scott then switched to a Cisco call manager system, but that migration introduced system misconfigurations that cost the company $14,000 in toll fraud.

For a dealer serving customers across five states, with branches that need to open and close stores and change on-call staff, unreliable phones were a daily operational drag. Scott decided to drop its carrier and look for a long-term partner that led the industry, rather than another provider it would have to fight with every day.

Scott dropped its carrier and chose IntelePeer as a long-term partner that leads the industry. IntelePeer immediately brought to light the holdover misconfigurations left from the Cisco call manager deployment and quickly resolved them. It also turned off international dialing, which reduced toll fraud.

With voice stabilized, Scott wanted to migrate its voice infrastructure but was unsure which communications platform to choose. IntelePeer suggested its Communications Automation Platform (CAP). After a demo, Scott adopted the platform as a way to future-proof its communication efforts.

IntelePeer continues to support Scott with training on CAP. It also developed a workable flow for Scott's branches that helps them open and close stores and swiftly change on-call individuals, which the company credits with saving managers 20–50% more time during the day. Through CAP, customers can easily check service and invoices and pay bills by text.

The relationship is managed through a dedicated IntelePeer account manager, and Scott's systems administrator reports that support is immediate and that IntelePeer fixes any issue, even one caused by the previous carrier.

• Managers saved 20–50% more time during the day through the workable flow built by IntelePeer
• Customers can check service and invoices and pay bills by text through CAP, improving satisfaction
• Several years without any major outages since the switch
• Toll fraud massively reduced after IntelePeer fixed misconfigurations and disabled international dialing
• Peace of mind for all things phones, replacing three years of daily carrier troubleshooting