Before RingCentral, the biggest missing piece for Godfreys was flexibility. Godfreys’ support office, distribution centre and stores had been connected with a traditional hardware PABX which had reached end of life and end of support, without any feature updates for the previous five years. That was significantly limiting Godfreys in three key functional areas of the business.
First, for its customer support, commercial support and IT helpdesk call centres, there were only basic queue features and Godfreys agents had to log on to the specific queue they were assigned to through their phones at the start of each shift.
Second, for all of Godfreys’ other support office and distribution centre staff, any temporary or permanent change in location required IT to re-register and configure the phone at their new desk. There was no capability for flexible or hybrid working.
For the third area – the store network – apart from the time taken to commission new services, the main issue with the legacy PABX was the potential for line failure, which left each store totally reliant on third party service providers to provide a work around or to fix the outage. That was a big problem, particularly in regional locations.
Having no flexibility on retail networks, an absence of features, and no visibility or control of call volumes, queue statistics and KPIs in the help desk and call centre were the key reasons behind the decision to start a phased upgrade to RingCentral in 2019. It also made sense from an infrastructure perspective, explained Malyshev.
“RingCentral was perfectly aligned with our IT roadmap and our move to SD-WAN. Having redundant links and flexibility in routing, and dynamic optimisation of bandwidth and QoS, means that SD-WAN technology and RingCentral match each other and are perfect working together.”