Houston Texans

Bobby Rawlinson, Director of IT Service Delivery, adds that the system also created a significant challenge for the organization’s sales and customer service operations.

“Because the phone system didn’t integrate well with our CRM, we couldn’t centralize a record of all communications in each customer’s CRM profile. That meant an agent taking a call from a season-ticket holder who’d recently spoken with someone else on the team wouldn’t know about those previous conversations.”

RingCentral adds efficiencies and improves customer service

After a thorough vetting of cloud communication platforms, the Texans found RingCentral and RingCentral Contact Center standing alone in the end zone. Derek Beeman, Vice President of Ticket and Event Sales, explains the key reason.

“We have a complicated customer-facing telephony operation,” says Derek. “We’ve got teams of inside sales reps, reps focused on group sales, event sales specialists, and various service teams handling calls from season-ticket holders and other categories of customers. What we found so impressive with RingCentral Contact Center is how flexible the system is and how easy it is to create and update the IVRs so callers can easily direct themselves to the right people.”

In fact, as valuable as the Texans staff has found RingCentral for streamlining their internal operations, Jeff and his team agree that the most significant benefit has been how much RingCentral Contact Center is helping the customer-facing teams continuously improve their performance. Here’s how Senior System Administrator Anthony Shade describes it.

RingCentral and Microsoft Dynamics create an all-star team

And as Derek also points out, using the RingCentral for Microsoft Dynamics CRM integration has helped greatly improve his sales and service teams’ workflows and efficiencies.

Improving operations across the organization

As Anthony notes, RingCentral has also helped dramatically reduce the IT team’s need to maintain telephony hardware. “Even though our old phone system was technically a cloud solution, it was still designed to work primarily with physical phones. And we had 250 of them in the office. Since we switched to RingCentral, though, we’re now maintaining fewer than 10 desk phones – because pretty much everyone chose to take their communications mobile.”

In fact, Jeff adds, Texans employees who use Microsoft Teams for internal messaging are also using the RingCentral integration for Teams because it gives them full-featured cloud phone and text capability.

And Bobby explains that one of the most significant benefits of deploying RingCentral’s unified communications to all employees and RingCentral Contact Center for the Texans’ sales and support teams has been the organization’s ability to stay connected and productive from anywhere.