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Two kitchen workers in striped aprons smile and talk while assembling burgers on a stainless steel counter filled with fresh ingredients.

How Burgers’ Smokehouse mastered the holiday rush with RingCX

Burgers' Smokehouse
Region

Americas

Company size

100–399

Industry

Consumer Services

Products used

RingCX

Overview

Burgers’ Smokehouse’s rigid legacy hardware created severe communication bottlenecks during peak seasons as well as frequent weather-related outages. But the on-premise system went from being a challenge to completely overwhelmed as the company experienced a nearly 900% increase in inbound orders. By migrating to the RingCX contact center platform, they achieved real-time visibility into agent status and the ability to scale staffing instantly. This digital shift ensures their multi-brand operation remains resilient against weather disruptions and is prepared for future automated payment security.

RingCX’s monitoring and supervision capabilities are so much more powerful and effective than we had with our old system. Being able to go back and listen to that call and hear that interaction, before you actually reach out to the customer gives us a big step up.

Shannon Bryant

IT Specialist

About our customer

Burgers' Smokehouse has been a distinguished name in premium meat processing and cured hams since 1927. As a family-owned business, they supply national retail partners and maintain a dedicated direct-to-consumer mail-order following.

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The challenge: Rigid hardware incapable of flexing for seasonal spikes

For years, the IT and contact center teams struggled to manage an aging on-premise system that lacked the flexibility required for a high-variance retail business. During summer months, the contact center team handled roughly 50 calls a day, but in December, the company’s busiest month of the year, volume spiked by 900%, to nearly 500 calls daily.

The solution and ROI: A scalable, high-visibility call center

To address the friction of stagnant and inflexible legacy hardware, Burgers’ Smokehouse migrated to cloud-based RingCX contact center solution. By prioritizing software-led oversight over manual checks, they enhance agent accountability and now operate with total transparency across its multiple brands and locations. Today, Burgers’ Smokehouse maintains consistent service experience whether staff are on-site at the plant or working remotely, leveraging RingCX to:

RingCX Agent Active Calls

What’s next for Burgers’ Smokehouse

The Burgers’ Smokehouse’s Contact Center and IT teams are actively planning to expand the company’s use of RingCX. After such a successful deployment in the mail-order division, the organization sees a clear path toward unifying more wholesale and retail teams under the same intelligent contact center platform. This evolution ensures that while their craft stays rooted in tradition, their customer engagement is powered by the most agile technology available.

To learn more about our customer, visit Burgers' Smokehouse.

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