Family Ford Case Study

Fusion Connect helped Family Ford make a smooth and seamless switch to up-to-date Business Voice technologies.

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Collaboration Solutions

“This phone system has endless capabilities and options to work with any business.”

—Tom Maino, Operations Manager

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The Challenge

Image of a person working on phone

Family Ford had been using a basic multi-line telephone system with a limited set of features which experienced technical problems on a regular basis.

Each time the bugs in the system popped up, Tom Maino, their Operations Manager, had to troubleshoot with several different organizations to find a solution. “I found myself dealing with three different vendors when problems occurred, the hardware company, my phone carrier, and Verizon, all blaming each other, ” Tom explained. “I felt like I was always running around in circles with no help.”

Family Ford was looking for a modern phone system with additional end user features and call routing options. They wanted an Auto Attendant to help with the call flow, but also needed direct extension dialing. Additionally, they had several different departments that would need to be accessible and different individuals within those departments that calls would need to be routed to.

As with many businesses, depending on the time of day, their volume of calls would fluctuate, as would the final destination of each call based on who was available to answer at the time.

The Solution

Image of person working at desk

Fusion Connect worked with Family Ford to ensure the optimal solution was implemented as simply and painlessly as possible.

Tom’s description of the installation process is as follows: “As a whole, the switchover was implemented seamlessly and the installation professionals were exactly that. They worked around my schedule and time line and their workmanship was of the highest standard. The installation process was smooth and painless and ended up exceeding all my expectations. After install and swap over the technicians stayed behind and came in the next day (a Saturday!) to make sure my staff was well educated and trained in the phone’s operation.”

Family Ford had specific options and features that their end users needed to utilize, as well as a specific path they wanted for their call flows. However, once installed, they found that small changes and adjustments were necessary.

Again, here the service provided by the Fusion Connect technical staff was invaluable. The collaborative use of the Fusion Connect Voice Manager’s Administrative Portal, with its Call Flow Manger and Queue Manager tools, made the implementation of these changes quick and easy.

Service after the sale is a key element in the success of the Fusion360 solution implemented at Family Ford, and something Fusion Connect has been known for providing for many years.


Products & Services
Hosted Voice (VoIP)


Who is Family Ford?

Family Ford, is a new and used car dealership in Northern NJ since 1979. They offer a large inventory of new, pre-owned, and commercial vehicles for sale or lease. Their service department offers Ford certified technicians in advanced fields such as diesel and hybrid repair offering a variety of additional services for all makes and models - including body and collision repair and painting.

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