{"id":42834,"date":"2020-08-05T14:58:38","date_gmt":"2020-08-05T14:58:38","guid":{"rendered":"https:\/\/www.ringcentral.com\/blog\/?p=35202"},"modified":"2024-06-19T06:17:19","modified_gmt":"2024-06-19T13:17:19","slug":"how-canadas-credit-counselling-society-found-a-way-to-keep-serving-clients-during-the-pandemic","status":"publish","type":"post","link":"\/us\/en\/blog\/how-canadas-credit-counselling-society-found-a-way-to-keep-serving-clients-during-the-pandemic\/","title":{"rendered":"How Canada\u2019s Credit Counselling Society Found a Way to Keep Serving Clients During the Pandemic"},"content":{"rendered":"

When the pandemic led to stay-at-home orders around the world, the lockdowns were particularly devastating to people already dealing with unmanageable personal and consumer debt. Credit card statements, medical debts, and utility bills were already a major source of stress for these people\u2014but the shutdown added to the burden by taking away their income.<\/p>\n

Fortunately, for the residents of Canada, there\u2019s the Credit Counselling Society<\/a>, an accredited non-profit charity that has been helping people with money problems for a quarter-century. And because CCS had recently replaced its outdated phone system with a work-from-anywhere cloud solution, the company was able to keep helping clients even as its own employees were forced to leave the office and work from home.<\/p>\n

Not the disaster they were planning for<\/strong><\/h3>\n

CCS\u2019s primary reason for upgrading to a modern, flexible phone solution was business continuity. The company had experienced an unacceptable number of power and Internet-service outages at its head office in Vancouver, which, as Director of IT Kevin Chow explains, affected the company\u2019s phone service nationwide.<\/p>\n

\u201cOur on-prem system forced us to route all calls through our headquarters. So when the power or Internet to that office went down, all 23 offices across the country lost phone service\u2014sometimes for hours.\u201d<\/p>\n

Additionally, maintaining CCS\u2019s legacy phone system created an enormous drain of time and resources. As Kevin explains, the system was so difficult to operate that making even small updates left his team with two options. They could do it themselves by delving into the system\u2019s many menus and submenus to figure it out\u2014which often took days. Or they could bring in a third-party provider\u2014which cost the non-profit an enormous amount of money every time.<\/p>\n

Eventually, CCS found both options unacceptable\u2014and they went looking for the best cloud communications solution they could find.<\/p>\n

A solution that improves operations even in a pandemic<\/strong><\/h3>\n

By the time CCS realized that lockdown orders were inevitable, the company was only about halfway through its rollout to RingCentral\u2019s all-in-one cloud solution. Kevin\u2019s team intentionally scheduled a slow migration to the new system, to make sure all employees across the company had a chance to get familiar with RingCentral before phasing out the old phone system.<\/p>\n

But when the company\u2019s leadership team decided to begin the transition to remote work, Kevin needed only half a day to complete the implementation and give the entire company everything they needed to stay connected to each other\u2014and accessible to clients\u2014during the quarantine.<\/p>\n

\u201cWe needed to change our call routing instructions for the call center<\/a>, so our support agents could continue taking client calls from home,\u201d Kevin explains. \u201cWith the old system, that would\u2019ve taken days. With RingCentral, we had it all set up in a few minutes.\u201d<\/p>\n

The company also made use of RingCentral\u2019s built-in team messaging platform to collaborate with colleagues all over the country. \u201cWe set up team messaging groups for each office, for various departments, and even for specific projects, so everyone was up to date,\u201d says Kevin.<\/p>\n

And thanks to RingCentral Video, for the first time in his history CCS had video conferencing capability for every employee throughout the company. \u201cThe video conferencing was a real game-changer for us,\u201d says Kevin. \u201cIt allowed managers to have face-to-face conversations with their teams, even though everyone was at home. It also gave our education team the ability to host more educational webinars and invite more attendees, than they ever have.<\/p>\n","protected":false},"excerpt":{"rendered":"

When the pandemic led to stay-at-home orders around the world, the lockdowns were particularly devastating to people already dealing with unmanageable personal and consumer debt. Credit card statements, medical debts, and utility bills were already a major source of stress for these people\u2014but the shutdown added to the burden by taking away their income. Fortunately, …<\/p>\n","protected":false},"author":29,"featured_media":43018,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[18390,4,18391],"tags":[],"class_list":["post-42834","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-communication-and-collaboration","category-customer-experience","category-it-leadership"],"acf":[],"yoast_head":"\nHow Canada\u2019s Credit Counselling Society Found a Way to Keep Serving Clients During the Pandemic | RingCentral Blog<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/how-canadas-credit-counselling-society-found-a-way-to-keep-serving-clients-during-the-pandemic\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" 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