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How one IT company provides stellar customer experience, every time


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Syngenius, an IT company serving Pennsylvania, New York, and New Jersey, celebrated 20 years in business in 2022: a milestone few managed IT providers ever reach. But what makes their achievement even more impressive is that the company has grown into a leading technology solution provider almost entirely through word-of-mouth advertising from their clients

And those clients have reason to sing the company’s praises. Unlike its competitors, Syngenius asks its clients to hold the company accountable for anything but outstanding service. 

Let’s take a closer look at how Syngenius makes their customers so happy.

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Leading customers to the right IT solutions for their businesses

Sabrina Bitting, Syngenius’s Client Operations Manager, explains that one of her company’s largest clients was growing frustrated with the lack of functionality of its telephony system—and asked her to find a solution better suited to the company’s unique needs.

“This is a medical billing firm, and they have a huge number of agents, many of them remote, making calls all the time. The company’s old phone system didn’t give them the reporting capabilities they needed for important performance insights—like how long the average calls took, how many were getting missed, and which agents were taking calls at a given moment.”

After researching the cloud communications landscape, Sabrina and her team found RingCentral the clear winner—the strongest industry reputation and the richest feature-set. 

“Our medical billing client was thrilled with RingCentral’s reporting, analytics, and coaching capabilities,” Sabrina says. “After getting by with essentially no reporting, the company could now get detailed reports automatically delivered to their managers anytime—daily, weekly—with any KPIs or performance metrics they wanted to monitor. RingCentral even gives their managers the ability to listen live on calls and whisper in to help agents in mid-call.”

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Learn more about Syngenius’s customer experience success

One critical change helped multiple clients

Sabrina’s experience implementing RingCentral for that medical billing client proved so successful that Syngenius began reviewing RingCentral’s many capabilities—cloud phone, team messaging, video conferencing, digital faxing, SMS texting—to see how they could improve operations for other Syngenius clients.

As she explains, they found many opportunities.

“The flexibility of RingCentral is just amazing. For one client, a charitable organization that runs a summer camp for children with disabilities, we had them set up RingCentral’s team messaging on their counselors’ cell phones to help them communicate across the 80-acre camp. They were going to buy everyone walkie-talkies, but this turned out to be a much more efficient solution.”

“For another client, a domestic-abuse shelter, we set up a dedicated RingCentral number they can publish for victims who want to send an SMS text message for help rather than make a phone call. They have a 24/7 hotline as well, also through RingCentral, but now the organization’s advocates can both answer calls and respond to texts through the RingCentral desktop app.”

In fact, Sabrina’s team was so impressed with what RingCentral was doing for these clients that Syngenius moved all of its employees onto the platform as well. “Our staff now uses every tool in the RingCentral toolbox for our own operations,” she says. “It’s our phone system, our video app for internal meetings and training new people, our team messaging platform, our SMS texting tool, and even our cloud fax solution.”

Saving clients money goes a long way

By migrating its clients onto RingCentral’s unified communications platform, Syngenius is also delivering another benefit: lower overall telecom costs. Most of these clients were paying different vendors for several of the services they now have included in their RingCentral UCaaS solution—which, as Sabrina notes, in some cases is resulting in serious cost-savings.

“We’ve helped our medical billing client achieve significant savings with RingCentral. After we helped them cancel their standalone services for video, chat, and fax—because now they have that all with RingCentral—the company was able to reduce their communications costs by thousands of dollars.”

Bonus tip from Syngenius: Work with companies that go the extra mile

To help with the rollout, training, and onboarding for Syngenius’s medical billing client, Sabrina brought in RingCentral’s Professional Services Team. At the time, Syngenius was new to RingCentral and wanted to make sure the client enjoyed a smooth, hassle-free migration to their new cloud-communications environment. That experience proved so helpful, Sabrina notes, that now Syngenius can quickly and smoothly onboard other clients onto the RingCentral platform.

“RingCentral Professional Services group was like our train-the-trainer team,” she says. “They were so knowledgeable and responsive to our questions that we felt like after that one implementation experience, we were ready to do it ourselves for our other clients. And it has worked out beautifully for each additional client we’ve brought onto RingCentral.”

Originally published May 05, 2022, updated Dec 30, 2022

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