Case Study: Cloud Phone System Upgrade
Client Snapshot
Industry: Distribution / Warehouse
Size: 30+ employees
Environment: Single site with office space and warehouse operations
Legacy Systems: Analog phone lines, unmanaged network, no remote access
The Challenge
A Northwest Ohio distribution company was struggling with an outdated business phone system that could no longer support the pace of its daily operations. Supervisors moved constantly between the office and warehouse floor, but the existing setup offered no mobility and limited call routing. As a result, important calls were missed, customer response times suffered, and staff had little visibility into what was happening after a call came in.
The company also faced network-related voice issues. Because the network was flat and unmanaged, voice traffic competed directly with normal data traffic during busy periods. That led to dropped conversations, inconsistent call quality, and a frustrating experience for both employees and customers.
To make matters worse, the organization was working with multiple vendors for phones, networking, and internet service. When problems came up, support was slow, troubleshooting was fragmented, and accountability was unclear.
The Solution
Unify MTS delivered a fully integrated communications and network upgrade designed to improve reliability, simplify support, and create a better experience across the business.
The solution included:
- Yeastar P-Series Cloud PBX
- uto attendants and structured ring groups
- Mobile softphone apps for supervisors
- Ubiquiti switching with a dedicated Voice VLAN
- QoS configuration to prioritize SIP and RTP traffic
- Number porting and call flow redesign
- Centralized vendor management for ISP and telecom
This new environment was built to support seamless call handling between desk phones and mobile devices while keeping voice traffic separated from general network congestion. By combining a modern cloud phone system with a properly configured network, Unify MTS helped the client create a communications platform that was built for real-world warehouse operations.
Improved Call Reliability
With a dedicated Voice VLAN and Quality of Service in place, the company eliminated dropped calls and resolved ongoing audio quality issues. Voice traffic no longer had to compete with general network activity during peak business hours.
Mobility for Staff
Supervisors can now answer business calls from anywhere on-site using mobile softphone apps. This improved responsiveness without requiring employees to remain tied to a desk phone.
Better Call Handling
Auto attendants and ring groups now direct callers to the right department faster. That means fewer missed opportunities, more efficient inbound call flow, and a better overall customer experience.
Faster Support Resolution
Because Unify MTS became the single point of contact for phones, networking, ISP coordination, and telecom support, vendor delays were reduced and issue resolution became much faster.
Operational Visibility
Call logs and reporting gave the client valuable insight into missed calls, call volume patterns, and peak activity times. That visibility created a stronger foundation for future improvements.
Business Impact
This project moved the organization from a reactive and unreliable phone environment to a stable, modern communications platform that supports day-to-day operations and future growth.
See What Unify MTS Can Do For Your Company
Need a better phone system for your office, warehouse, or multi-department operation? Unify MTS helps businesses modernize communications with cloud PBX solutions, smarter call routing, and network infrastructure built for reliable voice performance.