COMPANY

Case Studies

The Littleton Group




The Littleton Group Connects 24 Locations with RingCentral

The leading provider in third party administrative services in multiple venues
The Littleton Group assists its clients by providing customized insurance claims administration and litigation management programs.  Services provided by The Littleton Group also include third party administration, catastrophe services and the Captive Healthcare Program.  Founded in 1979, The Littleton Group has 125 employees dispersed amongst 24 locations throughout Texas and New Mexico.

 

Finding independence in communications
The Littleton Group previously used a different phone solution.  James Grayson, Director of IT, and his colleagues were forced to rely heavily on the provider to make any changes to the phone system.  One issue in particular included changing the afterhours and out of office automated voice messages.  Several times while closed for a holiday, the helpdesk ticket failed to get processed properly to route to the automated greeting, forcing Grayson to work on the holiday to get it fixed.  “If our phone system has even one minute of downtime or is not routed correctly, it could mean a customer’s call goes unanswered,” says Grayson.  “Our clients’ customers are our top priority and we have to be able to respond to all claims calls.”

Practical features for everyone, everywhere
The employees at all locations of The Littleton Group are using several of RingCentral’s capabilities. The most useful feature has been the ability to record phone calls to obtain statements needed for insurance claims.  “With our previous service, we had all of the adjusters lines recorded, which meant every call because that was the only option.  If someone needed a particular statement for a claim I would have to manually go through thousands of calls to find it,” says Grayson.  “With RingCentral, our adjusters have on demand recording, which is easy to use and accessible.”  
The RingCentral mobile app is another feature used by employees while they work remotely.  Grayson in particular enjoys this feature because he can provide tech support for his team no matter where he is.  “Being able to control the phone system from my cell phone is convenient,” says Grayson.  “If I’m away from home and the office, even if I’m at the park with my kids, I can make any necessary changes.”

Empowering employees while saving time
Switching to RingCentral has saved Grayson and his team a significant amount of time.  Since the existing phones at The Littleton Group’s 24 locations were able to be simply reprovisioned, all locations were on boarded at once with minimal downtime.  Now that employees have been empowered by the freedom and flexibility to customize their own settings, Grayson no longer needs to send as many tickets to remote tech support for assistance.  Employees can set their calls to forward from their desk phones to mobile devices if they are going to be out of the office, change their voicemail recordings and even change their hold music.  “Communication is key at our company, and RingCentral helped us with that,” says Grayson.  “Since we started using RingCentral I’ve freed up several hours per day, at least fifteen hours per week, to be able to work on other projects.  It’s a whole different world.”

Company Profile

The Littleton Group provides insurance claims administration, third party administration, catastrophe, and litigation management services.


Year Founded: 1979


Website: www.littletongroup.com


Headquarters: Austin, Texas


Size: 125 Employees


“Communication is key at our company, and RingCentral helped us with that. Since we started using RingCentral I’ve freed up several hours per day, at least fifteen hours per week, to be able to work on other projects.  It’s a whole different world.”
-James Grayson, Director of IT