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.
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:
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.
