{"id":42825,"date":"2020-07-29T13:03:02","date_gmt":"2020-07-29T20:03:02","guid":{"rendered":"https:\/\/www.ringcentral.com\/blog\/?p=35048"},"modified":"2025-03-13T06:12:08","modified_gmt":"2025-03-13T13:12:08","slug":"why-you-shouldnt-wait-for-a-pandemic-to-overhaul-your-entire-internal-communications-platform","status":"publish","type":"post","link":"\/us\/en\/blog\/why-you-shouldnt-wait-for-a-pandemic-to-overhaul-your-entire-internal-communications-platform\/","title":{"rendered":"Why You Shouldn\u2019t Wait for a Pandemic to Overhaul Your Entire Internal Communications Platform"},"content":{"rendered":"

Libraries have been a vital part of communities for hundreds of years. Offering access to a variety of programming including books and periodicals, computer services for children, niche programming, and specialty classes, libraries enhance their communities\u2019 personal and professional skills with relatively low costs.<\/p>\n

The Northbrook Library<\/a> in Northbrook, Illinois (a suburb of Chicago) is no different, serving 33,000 residents of a culturally diverse community with a variety of programs and services. Whether attending a sewing class, accessing the library\u2019s 3D printer, or registering for mobile device training, Northbrook\u2019s members use the library for more than book lending. But with an aging telephony system, the staff quickly realized their internal communications couldn\u2019t keep up with their outward-facing, tech-savvy reputation.<\/p>\n

\u201cNorthbrook\u2019s role in the community is to provide educational and recreational activities, materials and services,\u201d Northbrook Library Executive Director Kate Hall said. \u201cPeople expect us to be cutting edge, not bleeding edge, and bring them access to make their lives richer or highlight new services,\u201d She added.<\/p>\n

Hall realized their telephone system was nearing end-of-life and she was unable to effectively communicate with her team and the external customers. \u201cOur internal telephone system left us frozen in time. We couldn\u2019t even offer voicemail to all the staff that needed it, so we knew we needed to do something differently,\u201d Hall said.<\/p>\n

Moving to the Cloud Enables Improved Customer Experience <\/strong><\/h3>\n

The Library began to upgrade their telecommunications systems, starting with inbound Internet connections with high-quality speeds to provide more bandwidth. From there, they deployed RingCentral to handle their telecom needs, replacing the dependency on hard phones with a cloud-based softphone option.<\/p>\n

\u201cOur big push was to move as many things to the cloud as possible, so we weren\u2019t as reliant on on-premises technology in case our network went down. We didn\u2019t want to lose access to services,\u201d Northbrook Public Library Assistant Director Brodie Austin said.<\/p>\n

With new flexibility, the Northbrook team immediately noticed improved functionality in many of the services that were previously a challenge. One of their most popular events centers around free movies in the Library\u2019s 225 person auditorium, but scheduling was difficult with calls being routed to a busy public service desk. After deploying RingCentral, the registration process became seamless, with staff even competing to see who could answer the most calls.<\/p>\n

RingCentral Simplifies Transition to Remote Work <\/strong><\/h3>\n

While they thoroughly enjoyed having a modern, 21st-century telecommunications platform for day-to-day communications, the Library realized the true value during the Coronavirus pandemic shut down. With their new technology fully integrated, they easily shifted to remote work instead of making hasty decisions amid so much uncertainty.<\/p>\n

\u201cWithout RingCentral\u2019s cloud-based system, we wouldn\u2019t have been able to offer phone numbers (to the community). We can now deploy a phone system to everyone’s house to allow them to work from home,\u201d Hall said.<\/p>\n

In fact, they enjoyed the cloud applications so much, they added the Meetings platform to conduct virtual training, meetings, and events.<\/p>\n

\u201cWe now host full virtual meetings and purchased two webinar licenses to do webinar-style presentations with patrons, staff, and board meetings. We\u2019re even using RingCentral to host storytime with youth services,\u201d Austin said.<\/p>\n

Knowing the community will depend on them for years to come, especially during harder times when residents need access to literature and personal skill development, Northbrook continues to provide the programming their patrons expect, just from home.<\/p>\n

\u201cWe’re not trying to sell anything, we’re just trying to provide accurate information, which places libraries in a really unique position in the technology landscape,\u201d Hall said.<\/p>\n","protected":false},"excerpt":{"rendered":"

Libraries have been a vital part of communities for hundreds of years. Offering access to a variety of programming including books and periodicals, computer services for children, niche programming, and specialty classes, libraries enhance their communities\u2019 personal and professional skills with relatively low costs. 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