“Since switching, we’ve protected over $50,000 a year in revenue and saved more than 22 hours a month in staff time. It’s not just a phone plan, it’s keeping our contracts and our business intact.”
– Bob, Owner, Tow Truck Company
Business Introduction
Operating in a rural area where storms can knock out internet and cell service without warning, Bob is the owner of a small, family-owned tow truck company that works around the clock.
The company’s city contracts demand a 24/7 response, and every missed call puts their reputation and livelihood on the line. For them, phone reliability isn’t a nice-to-have. It’s how they stay in business.
Before switching to Community Phone, Bob and his team relied on an internet-based phone system for their office line. On paper, the setup looked fine. Calls were set to forward from the office to whoever was on duty.
The Challenge
Before switching to Community Phone, Bob and his team relied on an internet-based phone system for their office line. On paper, the setup looked fine. Calls were set to forward from the office to whoever was on duty.
But in practice, it failed them when they needed it most:
- Calls were dropping without warning, especially during bad weather, when internet signals were weakest.
- Voicemails went unnoticed, meaning staff had to group-text drivers asking, “Did someone call this person back?”
- Customers were left waiting in stressful situations, hurting trust and the company’s reputation.
- No clear way to track calls meant confusion over who was handling what, leading to delays and missed follow-ups.
- Late-night calls slipped through the cracks, putting their city contracts and steady income at risk without them even knowing.
“We were losing at least one call a day, and at $150 a tow, that adds up fast. That’s over $4,000 a month, just gone. And that’s not even counting the wasted staff time or the risk of losing contracts.”
—Bob, Owner, Tow Truck Company.
The Solution
When the company switched to Community Phone, the difference was clear from day one.
Calls no longer dropped during bad weather, voice quality improved, and the team could finally rely on their phone system. And the best part was for the first time, they had full visibility into every call.
This revealed a critical gap: some late-night calls were going completely unanswered. These were the exact calls their city contracts required them to respond to. Without Community Phone, they would’ve never known.
Key Solution Components:
- Reliable call routing without internet, ensuring their phones worked even when the Wi-Fi didn’t
- A shared inbox for all missed calls and voicemails, so everyone on the team could see what needed follow-up, both day and night
- Mobile app access for dispatch and drivers, so team members could check call status and respond on the go
- Full visibility into who was (and wasn’t) answering calls, including during nights and weekends
“Switching to Community Phone didn’t just save us money, it probably saved our business. We solves issues we never knew existed, like unanswered late calls that could’ve cost us tens of thousands in revenue every single year.”
– Bob, Owner, Tow Truck Company
Implementation Process:
- Day 1: Initial consultation and plan selection
- Day 2: Number porting and system setup
- Day 3: Staff training on new features
- Day 4: System goes live with full functionality
The Results
With a phone system they could finally trust, the team quickly saw the impact on both their operations and bottom line:
So far, the tow truck company has:
- Recovered an average of one lost call per day, adding $150 in daily revenue
- Saved approximately $4,500 per month in missed job opportunities
- Protected at least $54,000 in annual revenue previously lost to dropped or missed calls
- Cut 22+ hours of manual follow-up time each month, reducing labor costs and improving team efficiency
- Maintained key city and referral contracts, safeguarding long-term revenue streams worth $5,000–$20,000 annually
Financial Impact:
| Metric | Value |
|---|---|
| Average Tow Value | $150 |
| Average Calls Per Day | 50 |
| Dropped Call Rate (Before) | 10% |
| Missed Revenue Per Day | $150 |
| Monthly Missed Revenue | $4,500 |
| Annual Missed Revenue | $54,000 |
| Community Phone Plan | $199/month |
| Annual Cost | $2,388 |
| Net Gain | $51,612 |
| ROI | >2000% |
That’s over $50,000 in saved revenue from a $2K/year investment, plus priceless contract security.
Non-Financial Benefits:
- Peace of mind knowing every call is logged and followed up
- Stronger team coordination with less confusion and fewer missed handoffs
- Reduced customer complaints and negative reviews, thanks to faster response times and fewer missed calls
- Enhanced reputation through consistent, professional service
A Day in the Life After Community Phone
7:00 AM – The office manager checks the shared inbox, and sees that 1 overnight call was answered. No texts or guesswork needed.
10:30 AM – Multiple calls come in. Dispatcher sees who’s available and assigns jobs instantly.
1:00 PM – A customer hangs up before leaving a message. Dispatcher spots it in the log and calls back. Job secured.
4:45 PM – Before leaving, dispatcher sees one voicemail unaddressed and follows up.
11:30 PM – A city partner calls late. Driver sees the alert in the app and handles the job on the spot.
Stop losing revenue to missed calls
Every missed call could mean lost revenue, or a lost partnership.
Community Phone helps you catch every call, respond faster, and protect your business when it matters most. Plans start at just $39/month. Check your coverage now.
