RingCentral and RingCentral Video have dramatically improved our efficiency and customer service. They’ve added 10% to our bottom line, easily.
Ed Sieber
Owner and President, Glass Doctor of Charlotte
Legacy communication system led to slower response times and employee stress
In a highly competitive service industry like glass installation and repair, customer service and reputation often make the difference between a business surviving or shutting its doors. Ed Sieber opened the Charlotte franchise of Glass Doctor in 1987 — and more than three decades later, his business is one of the most successful in the company’s nearly-300-franchise portfolio.
“Our ability to consistently deliver outstanding service, and the reputation we’ve earned as a result, has meant everything to our business,” Sieber says.
But maintaining this high level of service — which earned Glass Doctor of Charlotte a “world-class” Net Promoter Score of 81 — wasn’t easy.
One of the challenges was the company’s limited communications functionality.
“In the service industry, you need real-time answers,” Sieber explains. “You can’t just call one manager with a question and wait for an answer.” Yet that was how the company was forced to conduct much of its day-to-day business, because its communication technology was limited to standard business phone lines.
Then a Glass Doctor franchise in Canada told Sieber what RingCentral could do for his business — and everything changed.
