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Salesforce and RingCentral integration for a software company

About The Company:

The client is a high-tech industry company operating in the USA. Their core areas of expertise include data mining, data processing, and big data management. The company has studied growth rates and global footprints.

Customer Challenges:

As the company expanded globally, it encountered challenges in providing effective support, managing its staff members, etc. like:

Infrastructure and Communications: The company struggled to support its rapidly growing global staff. The existing system was inadequate to meet the increased demand and posed limitations on efficient collaboration and communication.

Support Call Handling: The company needed to improve its support call handling process. The existing approach was inefficient and lacked the necessary intelligence and flexibility to route calls effectively.

Redundant Vendor Relationships: The company had multiple vendor relationships for communication services, resulting in fragmented solutions and unnecessary costs.

Solutions:

To address these challenges, we decided to do Salesforce RingCentral integration.

The following solutions were implemented:

Salesforce RingCentral Integration:

We used RingCentral for the Salesforce managed package for this integration.RingCentral's integration with Salesforce allowed the company to improve customer support, reduce expenses, and standardize its global workforce on a unified phone platform.

The integration facilitated more intelligent call routing, upgrading basic hunt-group methods to time-zones-based logic routing.

Reducing redundant vendor relationships, the integration helped standardize the entire workforce on a single phone platform, enhancing operational efficiency.

RingCentral VoIP Phone Service:

RingCentral's VoIP phone service was deployed to offices worldwide, allowing the company to provide consistent communication capabilities to its global staff.

RingCentral Meetings:

The implementation of RingCentral Meetings enabled the company to conduct online meetings and video conferences within a unified environment, further enhancing collaboration and reducing the need for additional communication tools.

Results:

  •  Instant screen pop-up: Incoming calls trigger screen pops with a 360° view of the caller, enabling quality interactions.
  • Performance reporting: View a comprehensive dashboard of your team's performance. Edit and customize RingCentral Analytics data as a native Salesforce report through our Cloud Phone Report.
  • High-Velocity Sales (HVS): Power the telephony side of a sales cadence, allowing sales reps to click-to-call right from their work queue and log them with an HVS disposition to move your sales cadence forward. Only available for Salesforce Lightning.
  • In-App Calling: Using WebRTC technology, make use of RingCentral's calling features, such as call controls and inbound and outbound calls, without ever leaving Salesforce.
  • Enhanced Support Call Handling: The intelligent call routing capabilities provided by RingCentral improved the efficiency of support call handling, enabling better customer experiences and faster issue resolution.
  • Global Workforce Standardization: By consolidating communication services on a single platform, the company achieved global workforce standardization, leading to improved collaboration, streamlined processes, and reduced complexity.
  • Cost Savings: The company achieved cost savings by eliminating redundant vendor relationships and optimizing communication expenses, enhancing overall profitability.
  • Improved Customer Relationships: The integration of RingCentral with Salesforce enabled sales agents to make, control, and transmit telephone conversations within the CRM platform. This streamlined workflows, increased call efficiency and improved the quality of customer relationships and interactions.

Conclusion

Using RingCentral's VoIP phone service and our professional resources, the high-tech company overcame its infrastructure and communication issues. The implementation resulted in cost savings, improved customer relationships, standardization of the global workforce, and support call handling. The organization experienced more major functional effectiveness, efficiency, and consumer loyalty with CloudCache Consulting. Contact us today to learn more. 

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