If the decision to migrate Pharmacy2U’s Customer Care department to RingCentral Contact Centre was a good one three years ago, it had to appear downright brilliant by March 2020. Because the cloud-based solution let the team’s support advisors log in to call queues from anywhere, using any device, Andy’s team was able to transition the staff home without any trouble, even though the company had no history of remote work.
“We decided to move about 90% of the Customer Care staff home, and we were able to do it seamlessly because of RingCentral Contact Centre,” he says. And when his team decided to make a major change in the staff’s home-based workstations, Andy points out that RingCentral proved a helpful partner.
“We originally sent everyone home not just with laptops but also desk phones that we purchased from RingCentral,” he says. “But when we realised our advisors could log into Contact Centre from the softphone app on their laptops, RingCentral let us return the physical phones right away, and didn’t stick us with a long-term bill. That’s the type of thing few companies do, and it’s what makes RingCentral a great partner.”
Following this success, Andy is confident of a flexible working approach going forward. “We are looking forward to having employees back in the office but will continue to operate a hybrid model to allow employees to be at home for a few days a week which we never would have thought was possible without the service we have with RingCentral”.
With Pharmacy2U becoming a key part in the vaccination drive across the UK, RingCentral has also helped enable the organisation to keep up with the rapid pace of change. As Andy says “Our vaccination sites are temporary and often move location—having a flexible cloud-based communications solution enables us to meet demand without the need for hardwire engineering each time”.