Advanced Wireless Automated 40+ Workflows and Cut Inbound Calls by 30%
After outgrowing Kzu and abandoning Freshdesk over chronic reliability failures, Advanced Wireless built 40+ automated workflows in Wavity — cutting inbound support calls by 30% while continuing to grow into new national retail chains.
Customer Snapshot
Customer: Advanced Wireless
Industry: Radio Communications & Retail Technology
ERP: Epicor (customer since 2014)
Customers Served: Home Depot, Walmart, Target, Loves & national retail chains
Solution: Wavity + Epicor Automation Studio
THE PROBLEM
Hundreds of thousands of radios. One question. Over and over again.
Before Wavity, Advanced Wireless’s support team was fielding a relentless volume of the same inquiry — and two previous platforms had failed to solve it:
Key challenges before Wavity
- Constant inbound calls asking the same question — warranty status and repair eligibility — at a volume that required significant phone staff
- Every lookup required a human — agents had to open Epicor, find the unit, check status, and relay the answer. No automation, no self-service
- Freshdesk’s customizations kept breaking — custom form fields would work for a week or two, then stop. Support would patch it; it would break again within a month
- Freshdesk wouldn’t adapt — when Advanced Wireless asked for customizations, the platform forced them to work within its constraints
- Growth compounding the problem — as Advanced Wireless expanded into new chains like Loves truck stops (thousands of US locations), call volume kept risin
THE STORY
The pain, the pivot, and the prize
Advanced Wireless sells two-way radios to some of the largest retail and logistics operations in the United States — Home Depot, Walmart, Target, Loves, and more. When you’re supporting hundreds of thousands of deployed devices across national chains, the support question that comes up most is also the simplest: is this radio still under warranty, and how do I get it repaired?
Simple question. At that volume, it wasn’t simple to answer. Every inquiry required a human agent to open Epicor, look up the individual unit, check warranty status, and relay the answer. No self-service. No automation. Just phones and headcount.
THE PLATFORM JOURNEY
Kzu → Freshdesk → Wavity ✔
Scott Thompson, who manages technology integration at Advanced Wireless, went looking for a solution that could combine a knowledge base with ticketing and integrate cleanly with Epicor. The team tried Kzu first, then moved to Freshdesk. Neither held up.
With Freshdesk specifically, the problem wasn’t a lack of features — it was reliability. Custom form fields would be configured, work for a week or two, then silently break. Nobody could submit forms. Support would get involved, patch it, and a few weeks later the same thing would happen again.
“They’d work for a week or two and then they’d stop working and nobody could fill out the forms. Then we’d come back again and they’d fix it and they’d work for a few weeks or a month and then they’d stop working again."
Beyond the reliability issues, Freshdesk simply wouldn’t adapt. When Scott asked for customizations, the answer was: work within what we give you. For a company managing a complex, growing portfolio of retail clients with specific support workflows, that wasn’t good enough.
When Advanced Wireless moved to Wavity, Scott found something different — a platform willing to listen, respond to requests, and let him build. Using Epicor Automation Studio, Scott built more than 40 automation recipes connecting Epicor’s warranty and device data directly to Wavity’s ticketing layer.
“That was probably the nicest part — you guys are willing to listen to requests and are very responsive to them."
THE SOLUTION
40 recipes. One platform. Zero manual lookups.
The integration works entirely within Epicor’s interface — Scott never leaves the ERP. Through Epicor Automation Studio, his 40+ automation recipes pull warranty and device data and route it through Wavity, delivering a formatted, customer-ready response automatically. The customer gets an answer. The agent never picks up the phone.
WHAT AUTOMATION REPLACED
- Manual warranty and repair eligibility lookups in Epicor
- Agent-handled inbound calls for routine status questions
- Fragile, break-and-fix customizations on previous platforms
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WHAT STAYED INTACT
- Epicor as the system of record — no data migration required
- Governance, accuracy, and data control
- Human agents for complex cases requiring judgment
Scott is candid that the automation works precisely because the inquiry is structured and data-driven. Warranty status is a lookup, not a judgment call — and that’s exactly where automation delivers without compromise. Complex service issues still go to people. The system knows the difference.
THE RESULT
30% fewer calls — while the customer base kept growing
The 30% reduction in call volume is particularly striking given context — Advanced Wireless hasn’t been standing still. They’ve continued expanding into new national accounts including Loves truck stops with thousands of US locations. Call volume would have risen significantly without automation. Instead it dropped.
The team is smaller now than it was when call volumes were higher. As new clients and devices are added, the automated workflows scale with them — no additional headcount, no additional configuration from scratch.