RingCentral MVP has given EnerSys the enterprise PABX functionality it needs across Australia and New Zealand, providing the option to easily set up and configure multiple inbound queues and IVR, as well as visibility on the status and availability of all users in the business.
Advanced reporting through RingCentral Live Reports
is already helping the newly established customer care team to start tracking against key calling metrics and KPIs, before the introduction of more advanced functionality with the implementation of RingCentral Contact Centre
and integration with Salesforce.com later in 2022.
“RingCentral has already transformed our customer service. We now have queues and call flows, and proper management and reporting for our national 1300 and 1800 numbers, which our customer care team can continue to develop and refine as we add new capabilities and functionality,” said Dang.
The deployment process was “seamless”, stated Dang, with the RingCentral project team’s deployment framework ensuring that all elements, including the decommissioning of services and porting of numbers, were factored in and scheduled for completion well in advance of go-live. “It was a pleasure working with the RingCentral team. They just knew what had to be done.”
The telephony upgrade also gave EnerSys the opportunity to dispense with physical handsets, reducing its overall hardware footprint.
That meant a subsequent major office move in NSW over the summer was very simple from a telephony perspective.
“We just had to move our users, and that was it,” said Dang.
From an administrative perspective, EnerSys now receives just one monthly itemised invoice for ANZ telephony, rather than the multiple invoices it was receiving from its different telco and support services providers. Also, telephony platform management can be completed in-house.
“We have the ability to make most of the moves, adds and changes and call flow configurations ourselves – the RingCentral system is very user-friendly and intuitive,” said Dang.