If you needed someone to repair your refrigerator or fix a faulty electrical wire in your home, you\u2019d probably consider it an essential service\u2014even in normal times. But these days, while we\u2019re all quarantined at home riding out the COVID-19 pandemic, those types of problems can be even more serious.<\/p>\n
That\u2019s where Neighborly comes in. The world\u2019s largest franchisor of home service businesses, Neighborly operates an online platform that connects customers with a wide range of local experts: plumbers, electricians, appliance-repair professionals, air-conditioning specialists, glass-repair experts\u2014you name it.<\/p>\n
As more people found themselves under stay-at-home orders in recent weeks, Neighborly saw demand for its 3,900 franchise businesses increasing. But then the company had to transition its own staff\u2014900 employees in dozens of offices\u2014to work from home. How would this company stay operational and accessible to its thousands of franchise owners around the world?<\/p>\n
They found their answer in RingCentral.<\/p>\n
When we all get through this, everyone and every business is going to have a coronavirus story. But Neighborly already has a remarkable one. As Preston Williams, the company\u2019s Director of Network and Infrastructure, explains, just weeks before the outbreak he conducted what amounted to a dry run for a natural disaster.<\/p>\n
\u201cBeing able to open one window on your phone or computer and make a phone call, join a meeting, send a quick team message\u2014that\u2019s really helping our team stay connected and productive.\u201d<\/em><\/strong><\/p><\/blockquote>\n
Testing how the company\u2019s communications infrastructure would function if its support agents were forced to quickly set up call center operations in a new location, Preston sent a couple agents home to handle calls for a few days. Fortunately, Neighborly had already migrated to RingCentral\u2019s all-in-one communications platform. The dry run showed that support agents could be just as productive working from home as they were in the company\u2019s offices.<\/p>\n
\u201cWe thought we were just doing a proof of concept,\u201d he says. \u201cLittle did we know everybody was about to be working from home for real. But thanks to RingCentral, we proved it could be done\u2014and now we\u2019re really doing it.\u201d<\/p>\n
Working many miles away\u2026 but still great neighbors<\/strong><\/h3>\n
Because RingCentral\u2019s all-in-one cloud solution gave them access to phone service, audio conferencing, video conferencing, team messaging, and other services from any internet device, Neighborly\u2019s employees were able to set up their home-based workstations without any loss of functionality.<\/p>\n
Today Neighborly\u2019s Help Desk contact center is fully operational, and support agents are taking calls as normal, handling employee and franchisee issues, even though they\u2019re all working from home. In fact, because they\u2019ve begun using RingCentral\u2019s built-in team messaging app, those support agents are in some ways even more productive today.<\/p>\n
\u201cEven though we\u2019re all stuck at home, we\u2019re still able to grow our business.\u201d<\/em><\/strong><\/p><\/blockquote>\n
And while the employees are physically separated from each other, they\u2019re also finding ways to stay close. \u201cI see our team using RingCentral Meetings a lot for video calls,\u201d Preston explains. \u201cI think that\u2019s a real positive in terms of teamwork, because you can see and communicate a lot more with someone when you\u2019re able to look at each other.\u201d<\/p>\n
As Preston explains, agents can send each other real-time chats to make sure they aren\u2019t duplicating tasks or send a question to the entire team if the matter is urgent. \u201cJust being able to open one window on your phone or computer and make a phone call, join a matter, send a quick team message\u2014that\u2019s really helping our team stay connected and productive.\u201d<\/p>\n
Still training, onboarding, and growing during the pandemic<\/strong><\/h3>\n
What\u2019s also remarkable about Neighborly\u2019s transition to a 100% remote organization is that this adjustment hasn\u2019t stopped the company from onboarding new franchise owners from all over the world.<\/p>\n
Neighborly typically flies new franchisees to its Texas headquarters to train and onboard them. Although the virus outbreak has temporarily made that impossible, the company has seamlessly transitioned to conducting these training sessions online, in a webinar format, using RingCentral\u2019s built-in Meetings platform.<\/p>\n
\u201cWe\u2019re still able to do this training live, both one-on-one with our new franchisees and in a larger classroom format. That means even though we\u2019re all stuck at home, we\u2019re still able to grow our business.\u201d<\/p>\n","protected":false},"excerpt":{"rendered":"
If you needed someone to repair your refrigerator or fix a faulty electrical wire in your home, you\u2019d probably consider it an essential service\u2014even in normal times. But these days, while we\u2019re all quarantined at home riding out the COVID-19 pandemic, those types of problems can be even more serious. That\u2019s where Neighborly comes in. …<\/p>\n","protected":false},"author":29,"featured_media":40071,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[18885],"tags":[],"class_list":["post-40070","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-ringcentral-newsdesk"],"acf":[],"yoast_head":"\n
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