01
RingCentral Transition
2023
The RingCentral Transition project aimed to address communication inefficiencies and improve customer service for student-led businesses at Student Agencies Inc., including a shipping and storage service and a moving company. The previous reliance on physical office phones created challenges, as employees often worked remotely or in the field, leading to missed calls and delayed responses. Additionally, the previous system incurred unnecessary costs for unused or unidentified phone lines.
The project sought to implement a virtual phone system through RingCentral, providing managers with flexible communication tools, increasing professionalism, and ensuring scalability during peak seasons. A custom pricing structure was negotiated to ensure cost-effectiveness while transitioning to a modern, scalable communication solution.
02
Process
Process
Initial Assessment:
Problem Identification: Recognized the limitations of physical phones that restricted mobility, leading to missed calls and reduced customer satisfaction.
Line Audit: Conducted a detailed review of the phone infrastructure, identifying 17 active voice lines—some of which were redundant or no longer in use.
Cost Analysis: Found opportunities to save by canceling unnecessary lines while transitioning to the new system.
Preparation & Research:
Reached out to the phone provider to identify which lines serviced phones, internet, and other systems (e.g., alarm, elevator).
Reviewed phone panel schematics and documents to map active lines to their respective functions.
Consulted with external vendors and internal resources to verify the purpose of each line and confirm compatibility with RingCentral.
Finalized the scope of the implementation:
Users: 16 employees, including a front desk.
Phone Numbers: 6 main numbers with extensions to maintain functionality.
Devices: Retained existing desk phones for those who required them.
Negotiation & Vendor Coordination:
Secured custom terms with RingCentral, including:
A 20% discount on services.
One free month for each year of the contract.
Free physical phones for the transition.
Ensured the solution supported critical features, such as direct lines, voicemail customization, and flexible call routing.
Implementation:
Configured accounts for employees, assigning virtual numbers with call forwarding and text capabilities.
Routed all numbers through the main office line with extensions for seamless navigation.
Conducted training sessions to ensure employees could effectively use the system, focusing on features like voicemail customization and working hours.
Rolled out the system in phases, addressing issues during testing to ensure a smooth transition.
Line Cancellation & Optimization:
Identified and canceled unnecessary lines, ensuring only essential services remained active.
Worked with the phone provider to remove redundant services and demand transparency in billing for active lines.
03
Outcome
The RingCentral Transition delivered significant improvements across key areas:
Call Answered Rate: Achieved a 91.3% overall call answered rate, with specific services reaching 98% and 94%, respectively.
Cost Savings: Saved over $10,000 annually by eliminating unnecessary lines and hardware costs.
Enhanced Customer Service: Improved professionalism and accessibility, reflected in better customer satisfaction and online reviews.
Scalability: Enabled the easy addition of temporary lines during peak seasons, ensuring uninterrupted customer support.
Streamlined Communication: Provided flexibility for employees to manage customer interactions from anywhere, reducing missed opportunities.
Overall, the transition successfully modernized the communication infrastructure at Student Agencies, eliminating the constraints of the previous system while delivering cost savings and operational improvements. By negotiating favorable terms, optimizing resources, and deploying a scalable solution, the project enhanced customer service and set the stage for sustained success. This initiative serves as a model for future upgrades to technology and operations.
04
