As a full-service IT firm providing solutions for a wide range of businesses’ needs, ProTech has built a complex client-service operation – with engineers in Network Operations Centers, Support Desk agents in the Memphis headquarters, and field service technicians visiting client sites.
Empowering all of those support professionals to deliver fast, reliable service required a sophisticated phone system. But ironically, ProTech – which had already migrated its other IT systems to the cloud – continued operating with a feature-poor, on-prem phone system.
Then a few years ago – pre-pandemic – the company’s senior leadership decided it was time to upgrade to an advanced, cloud-based telephony solution. Chris Bradley, ProTech’s Chief Information Officer, explains that the team’s research revealed RingCentral had the best reputation for ease of use, mobility, customer service, and technology leadership.
“We wanted a phone system that would allow us to centralize all our communications – from the field as well as in our offices – on a single platform, and one that would be easy to set up and manage. But even more important than that, we needed a system that would allow us to create the best possible support experience, 24/7, for clients who called our team for help.”