Highlights:
- Going mobile: For the first time, MMC’s employees working from home and visiting clients now have full communication capabilities on their smartphones and laptops.
- Delighting clients: Because RingCentral lets them call, text, meet by video, and even fax from anywhere, MMC’s employees are more responsive to clients than ever.
- Saving money: Migrating from Mitel to RingCentral is helping MMC lower its telecom costs by more than 20%.
Helping businesses focus on what they do best
The administrative and legal obligations of running a business — payroll processing, workers’ compensation, and understanding labor law — are often so time-consuming and complicated that they divert resources from the company’s core business needs. MMC, a Human Resources Outsourcing company (HRO), was founded to take on these administrative burdens — so their clients won’t have to.
The company has become so successful that today more than 5,000 corporate clients across the United States entrust their HR, payroll, healthcare, compliance, and other administrative responsibilities to the experts at MMC.
The lockdowns trigger a migration from Mitel to RingCentral
MMC operated for many years using a premise-based Mitel phone system. And while the system met most of the organization’s basic telephony needs, Raul Terrazas, the company’s Manager of Information Technology, points out that COVID highlighted a fundamental shortcoming — not only with the Mitel environment but with any on-prem phone solution.
“With our employees suddenly forced to work remotely, we needed a communications platform that could function equally well whether the user was holding a desk phone in our office or was at home with only their smartphone or laptop. Our Mitel system didn’t give us those capabilities, at least not in a seamless and reliable way.”
Raul adds: “And with an on-prem, hardware-based system, we had a single point of failure that could take down communications for the whole company.”
A painless migration without a single setback
Raul knew his team had made the right choice for unified cloud communications, he explains, during their implementation of RingCentral MVP (Message, Video, Phone).
“I’ve been involved with a lot of IT implementations, and this was the most seamless, effortless deployment I’ve ever seen. No stress. No hassles. And in two weeks, we were fully up and running on RingCentral.”
Raul credits two factors for the ease of MMC’s RingCentral rollout.
“First, we had a great RingCentral Implementation Specialist. She really thought through all the project management details, so we didn’t forget anything, and she met with us regularly to make sure we were on track at every stage.”
Raul also cites one other reason for such a hassle-free switchover: “I think the RingCentral Mitel partnership helped make this migration go more smoothly because our RingCentral Implementation Specialist was able to quickly port all of our numbers and other data from our Mitel environment over to RingCentral.”
RingCentral adds efficiencies across the company
As Raul explains, MMC has found numerous ways to streamline workflows, improve productivity, and create a better experience for clients now that all employees can access their business phone service, texting capability, video conferencing, and even digital fax on any device using RingCentral.
“With our old phone system, our HR liaisons who travel regularly to client sites couldn’t take or make calls using their business number. That meant they had to use their personal cell numbers, which wasn’t the most professional and didn’t allow us to capture all of that call data in a central system. With RingCentral, now everyone can have those calls or texts on our corporate MMC business numbers no matter where they are and what devices they have.”
As Raul also notes, functionality in RingCentral is also helping MMC employees to be more responsive than ever to calls they miss, no matter where they are.
“One of the features of RingCentral we’ve found most impactful is the voicemail transcription. If we miss a call, RingCentral immediately transcribes the voicemail and emails it to us. This is something even our CEO uses when he’s visiting clients or otherwise away from the office — because he always wants to be responsive to clients, prospects, and employees. RingCentral makes that easier than ever.”
Improving sales and customer service with the Salesforce integration
With the companywide success of the RingCentral MVP rollout, Raul’s IT team is quickly moving to Phase 2 of the company’s unified communications transformation: “We’re getting ready to roll out RingCentral Contact Center for our sales and support teams — and we’re very enthusiastic about optimizing those operations with the RingCentral for Salesforce integration.
As Raul explains, integrating MMC’s Salesforce environment with RingCentral will deliver several benefits — from consolidating platforms for the company’s agents to reducing the number of vendor relationships for Raul’s team to manage to streamline agent workflows and efficiencies.
“Connecting RingCentral into our Salesforce environment is going to add so much value for our company — including added speed and efficiencies for agents, who will be able to dial directly from their Salesforce interface and to instantly see a prospect or customer’s details when they call. This integration will also give our sales managers more visibility than ever into our agents’ performance because we’ll be tracking and reporting on that data through RingCentral.”
Saving money on telecom
As Raul also notes, the move to RingCentral has helped MMC lower its overall telecom costs in several ways.
“RingCentral provided new VoIP phones at no cost, which saved us substantially because we had planned on a big expense to buy phones. The ongoing cost for RingCentral is 20% lower than the fees for our Mitel system. And this doesn’t even take into account what we’re saving by eliminating other licenses — for video conferencing and faxing, for example — because it’s all included with RingCentral.”
Raul concludes: “Given how many employee workflows we’ve been able to improve across our company, how much visibility we’ve gained into our communications, and how much money we’re saving — not to mention how effortless the implementation itself was — my only regret is not migrating MMC to RingCentral sooner.”
Originally published Jan 03, 2023, updated Jul 23, 2024
