Outdoor Network keeps motors running for outdoor enthusiasts. Across its family of brands—like Partzilla, Boats.net, and Firedog—it helps boaters and riders find exactly what they need to hit the water or the open road.

The company made its name selling motorcycles, ATVs, and boats through dealerships nationwide, then expanded with a powerhouse e-commerce presence to become a trusted source for OEM parts and accessories. By helping customers own and maintain their vehicles, Outdoor Network keeps the fun (and the engines) running wherever the journey leads.

But keeping operations running smoothly takes more than horsepower. With multiple brands, channels, and locations, the team needed to simplify complex communications while delivering a consistent, high-quality customer experience. That’s when they discovered Bandwidth had the answers.

Setting up for CX consistency across multiple brands and locations

As Outdoor Network’s brand sprawl grew, its communication systems weren’t always keeping pace. It’s a multi-brand company with its contact centers serving both brick-and-mortar and ecommerce retail, alongside multiple calling numbers and communication channels like email, chat, SMS, social, and voice.

Behind the scenes, Outdoor Network faced a lot of moving parts. One support team was handling calls for multiple brands, each with its own identity and customer expectations. 

The challenge? Delivering a unified, high‑quality experience without losing what made each brand unique. As each brand managed its own vendors, phone systems, and call routing, the risk of fragmented, inconsistent customer experiences grew. Outdoor Network needed a way to bring all their communications together—consistent, reliable, and true to every brand’s personality.

“When I started, everything was separate. We had separate vendors at every location. We had multiple vendors in the call center bringing in different channels, and when I started, we brought in Genesys.”

Greg Barrett, Director of Customer Relations

The first step toward a consistent, connected customer experience was implementing Genesys Cloud CX. But that was just one piece of the puzzle. Every week, thousands of calls, texts, and digital messages flow into Outdoor Network’s many brands, each needing the same level of care and quality.

To make it all work, Outdoor Network set out to:

• Unify fragmented systems across brands and dealerships, without losing each brand’s unique voice 
• Deliver reliable, brand‑consistent interactions across every channel 
• Scale seamlessly to handle more than 50,000 calls a week (and growing)

Providing a communications backbone for Genesys Cloud

By bringing Bandwidth into its Genesys Cloud CX setup, Outdoor Network built the communications foundation it needed to bring all the brands together. With Bandwidth’s pre‑built Bring Your Own Carrier (BYOC) integration, it unified call routing across its multi‑brand network, creating a seamless, reliable experience for customers and agents alike. 

But the real difference came behind the scenes. Bandwidth’s team helped guide Outdoor Network through the technical complexity of unifying communications across systems, numbers, and locations. From integration know‑how to trusted advice, Bandwidth made sure every piece worked together smoothly. 

“When we needed to figure something out, we turned to Bandwidth.”

Greg Barrett, Director of Customer Relations

One key to Outdoor Network’s ability to maintain localized brand presence was allowing stores to switch to the central Genesys Cloud CX system, but without changing numbers. “The CEO thought, for sure, this was going to be a nightmare non-stop,” reports Barrett.  

Alongside Bandwidth, when it decoupled its telecommunications solutions from its CCaaS platform, Outdoor Network was able to keep these phone numbers stable, ensuring no interruption from the customer’s point of view.

“We don’t have to change our telecom provider,” Barrett said. “Our core access point to our dealerships is there. It’s stable. And we could point it at any direction we want.”

Improving response rates with Number Reputation Management

When Outdoor Network started supporting and expanding its dealership footprint, it noticed an uptick in employee complaints about calls to customers being ignored. While their own 800 numbers had a clean reputation, the local dealerships used local numbers for outbound calling, which were being mislabeled as spam. Their customer service reputation was at serious risk as customers missed important calls about outdoor gear purchases and repairs for equipment costing in the ballpark of tens of thousands.

Outdoor Network volunteered to beta test Bandwidth’s Number Reputation Management (NRM) solution, which addresses improper spam and scam labels to improve answer rates and unblock revenue.

“I think the biggest part with Bandwidth Number Reputation Management is the peace of mind knowing that somebody is looking at this, and I don’t have to look at it.”

Greg Barrett, Director of Customer Relations

Barrett describes his relief, “I’m looking at a million things with the contact center and dealerships, and having somebody else keep an eye on this, and notify us when there’s a problem and resolve the issue is the peace of mind that we need.”

For Outdoor Network, this meant that it could preserve the reputation it has built with its customers over time. 

Building communications that can scale with the business

Outdoor Network has remained future-focused and plans for expansion. However, spinning up new locations had been tedious in the past. However, Bandwidth’s self-service tools empowered them to buy or port numbers in minutes.

According to Barrett, the process couldn’t be simpler, even across a broad range of scaling uses. For example, the company can purchase a dealership or build a new one. The process of getting a new phone number is as simple as selecting the right number and porting the connection. Barrett described it as being as easy as ‘hitting a button’.

This all depends on the reliability of the infrastructure in place. Genesys provides plenty of omnichannel benefits, allowing Outdoor Network to respond to customers across a range of media. But what about network stability as the brands scale? Is the company able to take on the flow of customers without any disruptions?

Barrett says the company is hitting over 50,000 interactions a week without any problems. 

“Zero downtime, thanks to Bandwidth,” he reports.

Reliability at scale with greater operational control

Bandwidth’s reliability is keeping Outdoor Network’s omnichannel environment running smoothly, even at the aforementioned 50,000+ weekly customer interactions. And while the omnichannel capabilities of Genesys are a huge part of their success, Barrett emphasizes that it’s the consistency of Bandwidth’s services that keeps the operations humming.

It became a driving force of this partnership. Barrett explains how he landed on Bandwidth’s telephony:

“Price was important. That started it. Then we looked at reliability in the business itself, and we wanted the dependable company. And it was Bandwidth that came up right away. And then third was the support when we asked them the tough questions before we signed on. They knew the answer.”

Greg Barrett, Director of Customer Relations

Barrett also points out that faster onboarding has made the company more flexible. Not only do new stores and acquisitions join the systems with minimal back-office telco delays, but the onboarding process is much smoother. Provisioning now happens in minutes instead of weeks.

With its communications unified, Outdoor Network now has greater visibility and control across all its brands. Thanks to unified access in the Bandwidth App (Take a tour), the telecom team can easily see and manage call traffic in one place. 

From a customer’s view, they’re calling a familiar brand like Partzilla. From Outdoor Network’s side, every call flows through a single, connected system, delivering consistent, high‑quality experiences no matter which brand is on the line. That centralization also gives the team more flexibility. The API‑driven setup allows for smarter call routing, reduced downtime, and faster connections to the right agents, helping Outdoor Network keep its customers on the move.

A partnership built on trust and expertise

Bandwidth has earned Outdoor Network’s trust through responsiveness and support, even with complex multi-brand and multi-channel challenges. Of particular note: the ability to onboard new brands and stores into the system.

“The depth of the Bandwidth team’s support is huge to us because the old telecom skills are kind of disappearing.”

Greg Barrett, Director of Customer Relations

Looking ahead with a stable, scalable cloud-first setup

For Outdoor Network, they have effectively future-proofed their communications architecture. They have the cloud telecommunications platforms necessary to grow and evolve their brands while maintaining their stellar reputation with customers.  “Now we can easily migrate to a different system and still continue our central billing, our central control, our central view of our data, our number, our voice data,” says Barrett. 

Outdoor Network’s journey proves that when the right technology and trusted partnership come together, even the most complex communications environment can become a strategic advantage. By unifying its multi-brand ecosystem with Bandwidth and Genesys Cloud CX, Outdoor Network turned telecom from a logistical hurdle into a growth engine—one that powers every customer interaction with reliability, flexibility, and confidence. As they continue to expand their family of brands, Bandwidth’s cloud-ready foundation ensures they can scale faster, stay connected, and keep delivering the standout experiences that keep outdoor enthusiasts on the move.