World Telecommunication and Information Society Day (WTISD) is observed annually on May 17 and focuses on how information is transmitted worldwide and brings the world together. Did you know the first text message was sent via SMS in 1992 and said, “Merry Christmas”? Or that telephone wires used to be chosen by how unappealing they were to mice? A lot has changed in world telecommunications! For instance, RingCentral got the call to help Mr. Delivery improve its customer service from thousands of miles away with an innovative communications platform.
Based in Austin, Texas, Mr. Delivery is an online ordering and food delivery service that partners with restaurants to make ordering food simple, fun, and accessible for individuals, schools, and businesses. The company processes thousands of orders per day via its website and mobile app. Interestingly, the founder hails from Cape Town, South Africa. As the company grew, he began looking for a way to give back to his hometown and eventually opened a customer center in Cape Town to employ local residents.
As Mr. Delivery started to add more customer service representatives, it began to see the call quality decrease. The Company needed better call quality and a platform that would help the company ensure customer satisfaction. That’s where RingCentral delivered.
Putting RingCentral to the test in South Africa
Because call quality was so important, a proof of concept was mandatory in the selection process for the company’s new communications solution. “We had static and dropped calls in the past, which decreased our customer satisfaction scores,” explains Jasem Yousuf,
Mr. Delivery’s Director of Operations. “With RingCentral, those quality issues were resolved.”
After selecting RingCentral as its new business communications partner, Mr. Delivery was impressed with the seamless transition to the new solution. “Our RingCentral support team was very helpful in making it simple for us to transition from the former vendor,” Yousuf notes.
Customer satisfaction has improved since the company switched its South African operations to RingCentral. The company credits this positive shift to RingCentral Live Reports, an add-on capability that features easy-to-understand dashboards that track the performance of customer service representatives and overall customer experience.
Customer service is key to Mr. Delivery’s core business and RingCentral’s Live Reports helped improve it by:
- Providing timely measurements of agent performance, especially at holiday times and significant sporting events
- Identifying calls that indicate a need for coaching
- Monitoring on-hold calls, agent availability, missed calls, and overall service levels
- Analyzing queue data to ensure proper staffing level
- Troubleshooting emerging patterns in call traffic to prevent queue overload
“With RingCentral, the beauty was we could take the phones to our new space and plug and play. We never needed to set up physical phone lines or wait for a telecom provider to activate service for our staff,” commented Yousuf.
World Telecommunication and Information Society Day can be observed by learning how technology can bring the world together. We have come a long way from the first “Merry Christmas” text 30 years ago to bridging the global gap between Mr. Delivery’s U.S. and South African operations with RingCentral – a single communications platform that powers connections today to transform businesses tomorrow. To learn more visit, www.ringcentral.com.
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