Bennett operates as a close-knit association of nearly a dozen specialized businesses: Bennett Motor Express, Bennett Distribution Services, Bennett International Logistics, etc. Praveen Boppana, Director of Technology, explains that over the years the company’s contact center operations had become increasingly complex.
“Our organization is composed of many different business units, each with its own areas of focus, operating in different regions throughout the country. We needed more flexibility than our old phone system offered in terms of configuring call queues, creating skills for routing calls to the right people, and addressing each business’s unique telephony needs.”
James Collett, IT Project Manager for Bennett, adds that the company’s previous telephony system didn’t allow for the type of self-serve administration they needed. “The admin interface wasn’t intuitive at all. It required the user to understand the system’s programming language,” James says. “Even for little things, like adding a user or updating a call queue, we’d need to go to the one person in the company who knew that language.”
As Bennett’s phone system neared end-of-life, the IT team took the opportunity to search for a more flexible, intuitive, and feature-rich solution, one the company could use for everything—business phone, team messaging, video conferencing, digital faxing, and customer service operations. “In our research, RingCentral came out on top in every category,” says Praveen.
