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The real business value of cloud communications platforms

RingCentral Customer Success Survey Metrics


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Stand-alone communication tools help to connect your employees, partners, and customers. But deploying a cloud communications platform will unleash operational and productivity improvements that go far beyond the platform’s primary purpose, a recent survey of RingCentral customers found.

Customer success metrics survey
Dig into the details of our new customer success survey—check out the metrics.

Benefits compounded by open API and ready integrations

Among the benefits measured in the recent RingCentral Customer Success Metrics Survey, users reported that an open API and ready integrations compounded the anticipated gains of deploying an all-in-one communications platform in some meaningful—and surprising—ways:

+46% increase in customer satisfaction

Whether it’s an out-of-the-box integration with your CRM or customer service software or a customized application, using RingCentral to streamline workflows can decrease informational silos and makes it easier for employees to meet customer needs faster and more effectively. The payoff? RingCentral users report an average 46% increase in customer satisfaction, an important driver of loyalty and retention (and new word-of-mouth referrals!).

+32% increase in employee productivity

The countless business apps workers have to use these days may make it easier to get specific tasks done, but they can also be a major time drain (earlier research shows app toggling can eat up the equivalent of 32 workdays a year for some employees, causing up to $500,000 in lost revenue). But even simple integrations can add up to big time savings and process improvements.

RingCentral customers report an average +32% increase in employee productivity (65% in the uppermost percentile), due to a reduction in app toggling (-31%), and increases in resource access (+27%) and information access (+23%). Not only can these improvements better enable employees to meet customer needs, but they also free up more of their time and energy to focus on delivering value and innovation.

+27% faster workflow deployment, +25% faster integrations

Although some other Unified Communications as a Service (UCaaS) platforms support integrations, the ease and speed of deployment is often a point of differentiation. RingCentral customers report 27% faster workflow deployment and 25% faster integrations thanks to our extensive gallery of easy-to-install integrations as well as the ease of building custom integrations with our APIs and developer tools.

Not only does RingCentral reduce the costs typically associated with deploying more advanced workflows and automations, but it also accelerates the returns of investing in a unified communications solution, offering greater potential operational gains while shrinking the amount of time it takes to realize ROI.

The power of automation

There are significant benefits to automation, regardless of business size. Just ask Chais Meyer, founder of the Nebraska-based shirt-design company 24 Hour Tees. As the company grew, it received more frequent and increasingly complex orders. By using the RingCentral API, 24 Hour Tees was able to automate key workflows, improving the ease of managing and fulfilling requests. Says Meyer:

I’d estimate this automation with the RingCentral API has saved us the need to hire about four additional full-time employees.

Meyer explains, “When a customer places an order on our site, we automatically generate a confirmation text message from our business number that goes out to that customer. And because the RingCentral API integrates easily with other apps, like our shared to-do app, when a text request or question comes in from a customer, we can automatically create a to-do item that everyone in the company can see. This way, we make sure each customer request gets dealt with quickly.”

Using Artificial Intelligence (AI), the company has also been able to automate responding to customer inquiries, while maintaining a personal touch. 

“When someone texts in a specific question—for example, ‘What’s my order status?’—our system can do a search of our database for that number, then check to see if that person has an active order and what its status is. Then we can send an immediate response, a pre-written note with our 24 Hour Tees fun tone.”

Meyer says these improvements have helped the small business grow without having to increase headcount, and has deepened customer satisfaction at the same time.

Unlocking the potential to transform your business

Ultimately, what the findings of our Customer Success Metrics Survey demonstrate—and the experiences of businesses like 24 Hour Tees validate—is that deploying UCaaS with an open platform can be truly transformational.

“Going forward, all digital transformation initiatives will include this technology, which creates a competitive advantage,” says Jocelyn Vallieres, RingCentral’s Senior Director of Customer Value Acceleration.

RingCentral customer success
This is only part of the story. Get all the key details here

In this #CustomerSuccess blog series, we take a closer look at the results, including a deeper dive into the specific improvements seen across key business segments and within industry vertical markets.

Download the datasheet from our latest Customer Success Metrics Survey to uncover more about the benefits businesses have seen after switching to RingCentral—and book a demo today to start experiencing these improvements within your own business.

Originally published Jun 16, 2021, updated Dec 30, 2022

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