Telematics Leader Geotab Discovers a Single Cloud Communications Solution for Both Employee and Customer Engagement to Deliver Much More Than the Sum of Its Parts

“Rolling out RingCentral was definitely the right decision for our expanding global organization,” Carder says. “The data tells the story.”

“For example, we’ve improved the cost-effectiveness of our agent utilization by more than 20%, because RingCentral’s call-data reporting gives us greater visibility than ever into when and where we need to adjust our staff levels. Combine this with RingCentral’s great features, like call queues and the push-to-call-back feature, and we’ve actually improved our support teams’ responsiveness while using fewer resources.”

“RingCentral has led to a big boost in employee satisfaction, as well,” Carder continues. “As I said, we measure everything, and our surveys indicated employee satisfaction with our previous communication tools was about 50%. But since rolling out RingCentral, that number has jumped to the 80% range. Our support center employees really appreciate how intuitive the RingCentral system is. In Contact Center, the team-view dashboard lets our support staff see which calls are in the queue and what other people are working on, so they know when to jump in and help out a team member. Our supervisors can jump in, too. We’ve never had these capabilities before.”

“All of this is invaluable because happy, engaged employees are a key contributor to Geotab’s success.”

Geotab’s partner account managers are also seeing benefits from RingCentral while assisting resellers with proposals for prospective customers. As Carder explains, “When we assist with RFPs, RingCentral gives us third-party-validated data that directly addresses a prospect’s preferred service levels. Things like average speed to answer and average time to resolve an issue. This lets us make a case built on real data that Geotab can actually exceed the requirements the prospect is looking for in a partner. This has given us a real advantage in the delivery of data for the resellers in the RFP process.”

“Also, we’re now able to offer a superior private-label support solution for resellers to offer their customers—a solution that includes intelligent routing, call queues, an automatic return-call option, and detailed reporting. This puts us in a better position than we’ve ever been to add value for our resellers with a lucrative three-way partnership where they provide our best-in-class support to their end-user customers.”

“Finally, the features our teams and resale partners now enjoy thanks to RingCentral are invaluable. For example, where we used to have only music for a caller on hold, now we can deliver a valuable recorded message, such as ‘Did you know Geotab hosts webinars every Wednesday? Here’s the web address to sign up.’ Or we can just offer a few tips about using one of our products. And thanks to the real-time call visibility, our support supervisors can now—for the first time ever—jump on a call and help a rep who’s struggling.”

“Features like these are helping Geotab deliver a better customer experience than ever, and I can’t overstate how valuable that is to our company’s success.”

“Bottom line: If you use the data, reporting, and other features RingCentral provides, you can ensure you’re meeting and exceeding customer expectations.”