Since we’ve rolled out RingCentral to the first 200 of our nearly 800 locations, I can’t think of one ticket relating to a phone failure. And even if one does break, we can just ship it back and get it fixed or replaced. That’s saving us so much money—at minimum, the $400 it used to cost us to roll a truck out to the location for an IT pro to diagnose the problem.
David Bartos
Senior Telecom Manager, Ryder
One of “The World’s Most Admired Companies,” according to Forbes
For decades, businesses throughout North America have turned to Ryder System for their transportation needs—from a short-term rental of a single commercial vehicle to outsourcing a complex business supply chain that requires moving millions of products across the country.
Today, Ryder dominates numerous aspects of the transportation and logistics industry. It is the single largest truck supplier in the US, offers the largest inventory of used commercial vehicles in North America, and has become one of the industry’s leading providers of last-mile, big-box logistics.
Ryder’s unparalleled reputation for truck leasing, transportation logistics, and supply chain solutions has helped the Fortune 500 company earn more than 50,000 customers in the US, Mexico, Canada, and the United Kingdom. Many of the company’s corporate customers—highly respected brands such PepsiCo, General Motors, Cisco, and Toyota—regularly name Ryder their Supplier of the Year.
A companywide modernization initiative leads to cloud communications
In addition to providing large-scale logistics and supply-chain solutions for its corporate customers, Ryder also operates nearly 800 locations across the US. These branches offer a range of services: truck rentals, maintenance services, even used commercial vehicles for sale.
David Bartos, Ryder’s Senior Telecom Manager, explains that a few years ago the company devised a plan to modernize its IT communications infrastructure. The primary goal was to improve the customer experience—for example, making it easier for callers to reach a location’s sales or service team directly. “Because our branches all used old, feature-poor PBX systems, connecting callers with the right people on the first try was often difficult.”
As David points out, Ryder also had another objective for retiring its legacy phone infrastructure and moving to a cloud solution. “As those PBX systems got older, they were becoming more expensive to maintain and upgrade,” he says. “It was clear to everybody that moving the whole environment to the cloud was going to cut our telecom expenses significantly.”
Considering all the benefits of RingCentral make it worth paying more for it than our legacy infrastructure. But we’re actually paying less. Moving to RingCentral cut our overhead way down. We don’t need an on-prem PBX at every location, or local phone lines, or maintenance to support the hardware. It’s all handled in the cloud.
David Bartos
Senior Telecom Manager, Ryder
RingCentral helps unleash efficiencies and improves the customer experience
After extensively vetting the cloud communications industry, Ryder selected RingCentral. “We did the full RFP process, reviewed every provider’s capabilities, track record, and costs, and RingCentral rose to the top,” David explains. And as he also notes, the company’s staff soon found several reasons to be grateful for the decision.
“The most immediate operational improvements were at our branch locations,” says David. “With RingCentral, we were able to easily set up automated greetings and phone menus that directed a caller to the sales manager’s line or to the service team’s number. And those teams weren’t worrying anymore that their outdated, on-prem phone system would break down.”
As David also notes, the newfound mobility that RingCentral offered allowed for more flexible workflows that improved other teams’ productivity as well.
Because our Used Vehicle Sales reps now all have the RingCentral mobile app on their cell phones, they can make and receive calls on their business numbers when they’re away from the office—something they couldn’t do before. That makes it easier for them to serve customers and close more deals.
David Bartos
Senior Telecom Manager, Ryder
Further improving the customer experience with RingCentral Contact Center
Migrating Ryder’s branch locations and corporate staff to RingCentral proved so successful that the company decided to implement RingCentral Contact Center for the 180 agents supporting its last-mile delivery division, Ryder Last Mile.
“The support department at Ryder Last Mile is seeing so many benefits from RingCentral,” says David. “It lets them easily work remotely, just using their computer and a headset to take calls from customers or drivers.”
“Also, they’re using the RingCentral for Salesforce integration, which pops up customer profiles in real-time as they’re calling in. That lets the agent have a more personalized and productive conversation from the start, rather than scrambling around looking for the customer’s details.”
Finally, David notes, the support managers are gaining more visibility than ever into their call flows and agent performance thanks to RingCentral’s data and analytics. “The managers are extremely happy with the reports they’re able to generate in RingCentral and through the RingCentral for Salesforce integration. That data gives them the insights they need to help improve their teams’ efficiencies and the department’s performance.”
Our Ryder Last Mile team is so grateful to have RingCentral Contact Center powering their support operations. Those 180 agents are all working remotely, and they’re handling 30,000 calls in an average month. But because they can join call queues and take calls so easily from their laptops, that team hasn’t missed a beat.
David Bartos
Senior Telecom Manager, Ryder
