call routing and handling thanks to easy to setup call trees and routing rules
increased
visibility into agent performance allows for continuous improvement in training, coaching, and overall client service
As an IT solution provider with decades of experience, we were so impressed by RingCentral's cloud telephony system for our own operations that ProTech now recommends RingCentral to our clients, just as we do with other best-of-breed solutions from companies like Cisco, Dell, Microsoft, and Apple.
Chris Bradley
Chief Information Officer
One of the largest, most successful IT solution providers in Memphis
For more than three decades, the experts at ProTech Services Group have been helping businesses leverage technology to improve their operations, enhance their security, and position their organizations for growth.
From helping businesses deploy the right hardware, software, and telecom systems, to implementing cybersecurity and backup solutions, ProTech provides IT services and expert consulting to clients in more than a dozen countries around the world. And today, the company is one of the largest IT service providers serving the Greater Memphis Area.
An on-prem phone system undermined operations
As a full-service IT firm providing solutions for a wide range of businesses’ needs, ProTech has built a complex client-service operation – with engineers in Network Operations Centers, Support Desk agents in the Memphis headquarters, and field service technicians visiting client sites.
Empowering all of those support professionals to deliver fast, reliable service required a sophisticated phone system. But ironically, ProTech – which had already migrated its other IT systems to the cloud – continued operating with a feature-poor, on-prem phone system.
Then a few years ago – pre-pandemic – the company’s senior leadership decided it was time to upgrade to an advanced, cloud-based telephony solution. Chris Bradley, ProTech’s Chief Information Officer, explains that the team’s research revealed RingCentral had the best reputation for ease of use, mobility, customer service, and technology leadership.
“We wanted a phone system that would allow us to centralize all our communications – from the field as well as in our offices – on a single platform, and one that would be easy to set up and manage. But even more important than that, we needed a system that would allow us to create the best possible support experience, 24/7, for clients who called our team for help.”
Chris points out that although it wasn’t the company’s primary catalyst for upgrading telephony platforms, the mobility enabled by RingCentral proved invaluable to ProTech’s 150 employees when the COVID lockdowns began just a few months after deploying the new phone system.
Thankfully, having RingCentral deployed beforehand proved to be a lifesaver when lockdowns hit. One day we were in the office, the next entirely remote, yet ProTech kept taking calls and supporting clients seamlessly. This smooth transition undoubtedly strengthened many of our client relationships.
Chris Bradley
Chief Information Officer
As Chris also points out, ProTech’s support teams have used several RingCentral capabilities to improve the company’s client-service experience.
“RingCentral made it easy to set up call trees and routing rules so that, for example, a client’s call rings for a set amount of time for one agent and then shifts to another if that first agent can’t answer. Tools like these are helping us improve our caller experience.”
Garry Dodson, director of Carrier Services at ProTech and ProTech’s customer support managers know these improvements have in fact taken place, he notes, thanks to another key RingCentral capability.
“The reporting and analytics we have in RingCentral gives us more visibility and more insights than we’ve ever had into our agents’ performance,” says Garry. “We can see everything now – how many calls each team or each agent is handling, how long it takes us on average to answer, if we’re missing any calls, you name it. And our managers are using this data to continuously improve our training, coaching, and our client service overall.”
Integrating RingCentral and Microsoft Teams adds even more efficiencies
Perhaps the most significant operational improvement, Chris notes, has been integrating RingCentral with Microsoft Teams, ProTech’s preferred messaging app for years.
“Today, in keeping with industry trends, we’ve implemented the new RingCentral for Teams internally. It's been a perfect match for streamlining both our internal/external collaboration tools. The admin experience is much simpler, and it delivers the phone, SMS, and fax capabilities we needed to complete our Teams deployment. RingCentral for Microsoft Teams has proven to be an invaluable addition to our communication toolbox, and we're excited to see the continued benefits it brings to our organization.”
In fact, Chris explains, discovering this RingCentral integration helped increase agent productivity by 5%. Also, it has helped improve operations for many of the company’s client businesses.
In recent years, many of our clients who use Microsoft Teams have been asking us about phone solutions that integrate well. That's how we discovered the RingCentral Teams integration. After experiencing its success firsthand, we've been able to help numerous clients achieve the same efficiencies we have by consolidating several key communication channels into a single, unified platform.
Chris Bradley
Chief Information Officer
And helping clients deploy the RingCentral integration for Microsoft Teams is just one way that ProTech – an experienced RingCentral Partner – has helped its clients improve their communications efficiencies.
Bringing RingCentral’s benefits to the company’s many clients
As Garry explains, there are several reasons that ProTech has been able to become such a prolific reseller of RingCentral’s cloud communication solutions.
“A big part of why we’re having such success reselling RingCentral is that we at Protech have been running our own communications on the platform for years, so we can speak from firsthand experience about the system’s capabilities and the outstanding customer service that RingCentral’s implementation and support teams provide.”
The other reason that ProTech’s relationship with RingCentral has proven so productive, Garry adds, has been the company’s ability to tailor RingCentral to the unique needs of each client.
RingCentral's flexibility is a game-changer. We can tailor it seamlessly for any business, from nimble startups to multinational companies with thousands of employees. Each RingCentral implementation becomes a collaborative effort - a true partnership between industry leaders. We work hand-in-hand to design the perfect phone environment, fueling their business success.
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