Dugdale Communications, Inc.
7901 East 88th Street • Indianapolis, IN 46256
Telephone • (317) 841-0700 • Fax (317) 585-3111

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For Customers, it is our mission to:

Do what is right for the customer all the time.
Consistently provide support services that are of high value.
Sell only "Best of Class" products that have a long serviceable life.
Be perceived by our customers as their best telecom vendor.
Adapt the business to the changes that naturally occur over time.
Operate efficiently so as to make a reasonable profit.


Founded in 1986 and headquartered in Indianapolis, Dugdale Communications is a regional interconnect company specializing in IP Telephony solutions from industry-leading suppliers AVAYA and Alcatel and "Best of Class" peripherals, such as unified messaging from AVST and data infrastructure from Cisco. Dugdale Communications provides sales, service, and support on high-end telecommunications solutions to over 1,300 medium to large corporations and the federal government in forty-three states and five countries.

As a value added reseller, we consciously choose to limit our product line to the best products from industry leading suppliers. We have sourced the best products to provide customers with IP PBX, unified messaging (UM), speech recognition, data infrastructure, call accounting, wireless, and digital recording solutions. We continue not to sell long distance, local dial tone, or data network services in order to maintain our focus on customer premise equipment (CPE).

Our flagship IP Telephony products are the S8XXX Media Servers from AVAYA. AVAYA is a four billion dollar company known for its innovation through its development arm, AVAYA Labs (formerly Bell Labs). Telephone systems from AVAYA are deployed for more than one million businesses worldwide, including more than ninety percent of the Fortune 500. AVAYA has maintained its leadership position as the telecom industry has transitioned to IP Telephony with leading market share in both IP PBX's shipped and IP lines shipped since 2003. In order to both achieve controlled diversification and to offer customer IPT choices, Dugdale Communications added the Alcatel family of media servers to our product line in 2005. With both AVAYA and Alcatel, we now offer IPT solutions from two of the top four worldwide suppliers of IPT. Our flagship UM solution is CallXpress from AVST. This PBX independent, e-mail agnostic, standards based UM product scales from very small to very large and is priced substantially less than other major brands.

We excel at helping our customers. We design, implement, and manage enterprise class telecom systems and infrastructure to help customers operate and grow their businesses. We provide a wide variety of customer-assisting services from simple user training to the development of customer specific applications. Perhaps what customers value most is that we solve telecom problems. Across three decades we have flourished in our niche and enjoyed unusually high customer retention through our template of success, which is as follows:

Remain focused on our niche.
Dedicate resources to that niche.
Know our products well.
Drown customers in support.
Offer services that provide value to customers.
Only sell "Best-of-Class" products.
Serve medium to large customers.
Achieve controlled growth of 20-30% per year.
Institutionalize processes for positive change.


In servicing our customers, we have developed the reputation of having an uncommonly high level of expertise and support. Over ninety-eight percent of our customers who call for service or support are greeted by live human beings, not by voice mail or ACD announcements. The vast majority of our customers regard Dugdale Communications as their very best telecom vendor. Maintaining a high level of service over the long term has helped us garner and retain a large number of high profile accounts. With system implementations in forty-three states and five countries, our customer reference list now reads like a "who's who" and includes the following:

AAA Alcoa Arvin Meritor Coca-Cola Cook, Inc. Cooper Tire JohnsonDiversey Dow Corning Farm Bureau Growmark Honeywell ITT Defense

Kroger Mercer Nelnet PepsiAmericas Raytheon Rockwell Automation Ryerson Tull Wells Fargo Wright Patterson AFB

Why Dugdale Communications?

• Core Business - Dugdale Communications' core business is high-end PBX and "Best of Class" telecom peripherals. We implement complex, mission-critical IPT solutions for medium to large commercial and federal government customers. Maintaining our focus on CPE is one important competitive advantage. Most of our customers are medium to large commercial or government accounts with hundreds or thousands of users. Our largest customer is Wright Patterson Air Force Base, with a network of over 20,000 users. We continue to leverage our market niche dedicated to the custom design of telecom systems. The result is that our customers benefit from outstanding system design and an unparalleled level of highly responsive customer support services.

• Resource Rich - Dugdale Communications employs over 60 people with nearly 600 years of collective experience dedicated to PBX's and associated systems. Our service and support people are manufacturer-certified to service our products. We employ a full compliment of PBX project managers, designers, sales engineers, technicians, installers, trainers and inside support staff. Our technical personnel are highly trained, courteous, and competent.

• Expertise - We have implemented more than 1,300 large telecom solutions using a process known as "Effective Implementation" which we developed, perfected and have practiced for many years. A call to any of the customers on our reference list will confirm the value of "Effective Implementation." We have a wealth of experience deploying large, mission critical, complex applications for customers that are geographically dispersed, have large user populations, and have purchased multiple systems. Dugdale Communications' customers have benefited from the fact that we specialize in, and are uniquely skilled at, identifying and developing customer-specific applications. Simply put, Dugdale Communications is an expert in the design, implementation, service and support of high-end telecom systems.

• Commitment - We have demonstrated a long-term, stable commitment to the same market niche of products and services. Dugdale Communications was founded in 1986 as a telecommunications company, focusing on CPE, just like today. Our customers have clearly benefited because Dugdale Communications has remained committed to the best products with the best operating system software from the best manufacturers since 1986.

• Customer Focus - It is very important that we work closely with each individual customer to develop a suite of solutions that satisfies their current and future needs. To ensure the best recommendation and service for our customers, we do the following:
  We ask customers what they want.
  We listen well, take notes, and get it right.
  We are thoughtful about what we propose and recommend.
  We solve telecom problems.
  We deliver on our promises.
  

• Strong Management - We offer you experienced business managers that are engaged, thorough, responsive, and accountable. The management structure is in place to provide a path for escalating solutions to our customers. Dugdale Communications is a well-managed company that not only works closely with its customers, but also provides a supportive environment designed to foster the individual growth of our staff through employee-specific development paths. Through our growth, we have continued to recognize the importance of being responsive and accountable to our customers, and reward our employees for their successful attainment of our management goals.

• Size - We are large enough to serve you, yet small enough to know your name. Our customers enjoy and continue to benefit from this pleasant balance that we continue to provide as it represents the best of both worlds.

• Consistently Excellent Service - Excellence is our standard. What others consider standard, we view as sub-standard. What others view as sub-standard, we simply reject as unacceptable. The consistent quality in the delivery of products and services by our people is simply not offered by our competitors. What each one of our customers hoped for when they were a prospect, and have come to know as a Dugdale Communications customer, is that consistently excellent service really is the best value.

• Uneventful Cutovers - Because of our meticulous and well-honed planning skills, our "Effective Implementation" process, our large staff of experienced professionals, and years of experience in the PBX business, Dugdale Communications routinely delivers uneventful cutovers of very large, complex systems and application implementations.

• Ongoing Support - When properly bought, sold, and implemented, high-end telecom platforms are support-intensive, not service-intensive. We look at the customer/vendor relationship as a long-term relationship that must be mutually beneficial if it is to last. We see it as our job to help make sure your system's design adapts to the changing needs of your business. We have developed "Quality Tune-Ups" as part of the ongoing support process to guarantee that we institutionalize the process of adapting our products, services, and the applications we have deployed for you to the changes that occur naturally with any business over time.

• Vendor References, Not Just Manufacturer References - At Dugdale Communications, our reference list reads like a "Who's Who" in the territory we serve. This includes 100% reference-ability through more than 1,300 system implementations spanning three decades.

• Spare Parts - We stock an inventory of well over $1,000,000 worth of spare parts locally at our headquarters in Indianapolis.

• Financial Stability - Dugdale Communications is a model small business success story. We have enjoyed growth in sales, number of systems implemented, or both almost every year since 1986. One accomplishment of which we are most proud is making a profit almost all of the years we have been in business, including our first year in business. We have sustained an average increase in revenues of over 20 percent for virtually 20 years now.

• Nationwide Service - We have been building a Dugdale database of other "cream of the crop" dealers for about ten years. We collect information on their certifications, capabilities, locations, and labor rates, as well as evaluate their performance. We can sort this database of about 150 dealers by city, state, product, manufacturer, and customer. We regularly use this database to engage highly skilled, good quality resources for remote and multi-site deployments. This asset and the operational processes we use are instrumental in our delivery of consistently good service for remote and multi-site customers.

• User Group Meetings - Dugdale Communications hosts "User Group" meetings each year to discuss changes in the telecom industry, present new products and services to our installed base, and foster open, two-way communication. Customers share ideas amongst themselves and most importantly, give our staff input on how we can serve them better. Dugdale Communications has held annual User Group meetings each year since 1988.

• Belief In Our Products - A key element of our success has been the strength of the products we sell. We research these products in detail and believe that the products we have selectively added to our product line are exceptional and offer the best value for our customers. We use the systems we sell to our customers for our own enterprise applications. If they are good enough for us, and we're in the business, they must be good enough for you.

• Major Vendor - As anyone can see from a quick glance at our reference list, Dugdale Communications is a major supplier of high-end telecom systems in a five-state area centered around Indiana.

• Competitive Pricing - Dugdale Communications has successfully sold more than 1,300 systems with pricing that was both competitive and offered customers value which exceeds the price. The old adage, "You get what you pay for" could not be more true than as how it applies to the telecom products you are planning to buy. Other pricing advantages include standardized pricing, additional discounts for quick pay, rebates based upon purchase volume, very aggressive pricing on a large variety of frequently purchased pieces and parts, steep discounts for whole used systems, and written trade-in guarantees.