In addition to the operational improvements RingCentral’s APIs have created for Senderra’s healthcare partners and patients, the company’s employees are also discovering added efficiencies and improved workflows with the unified RingEX (Message, Video, Phone) platform on their desktops, laptops, and cell phones.
“We’re using the RingCentral softphone solution to run our entire, 100-agent call center department,” says Susan McCallum, Senderra’s Director of IT. “That operation is massive. Every month, our agents handle 135,000 inbound calls and make 40,000 calls to patients. But RingCentral is so intuitive and lets us set up call queues and move people between them so easily, we’re no longer having any issues handling that enormous call volume.”
As Nancy adds, RingCentral has given the operations managers more visibility into their call center operations than they’ve ever had. “With RingCentral’s Live Reports, our managers can monitor everything: real-time call volume, how many calls each agent is taking per day, and whether or not we’re hitting our target to answer calls in under 30 seconds. If we start missing some of our metrics, we can investigate to see where we need to beef up our efforts.”
And, as Nicholas points out, Senderra’s staff used both RingCentral Team Messaging and RingCentral Video to stay connected and productive throughout the COVID lockdowns. “The RingCentral unified app gives us multiple ways to communicate with our coworkers,” he says.
“If I have a quick question that doesn’t warrant the full interruption of a phone call, I’ll use the Team Messaging tool. If I want a face-to-face chat, I’ll set up a RingCentral Video. Before COVID, we didn’t have much of a remote-work culture at Senderra. But thanks in large part to RingCentral, the transition was easy—and we were able to continue serving patients immediately.”