{"id":51175,"date":"2022-02-24T09:55:03","date_gmt":"2022-02-24T17:55:03","guid":{"rendered":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/?p=51175"},"modified":"2025-04-09T22:51:59","modified_gmt":"2025-04-10T05:51:59","slug":"ringcentral-contact-center-helps-swanson-health-improve-its-multiple-award-winning-customer-service-operation","status":"publish","type":"post","link":"\/us\/en\/blog\/ringcentral-contact-center-helps-swanson-health-improve-its-multiple-award-winning-customer-service-operation\/","title":{"rendered":"RingCentral Contact Center helps Swanson Health improve its multiple-award-winning customer service operation"},"content":{"rendered":"<h3 class=\"heading h3\"><b>Highlights:<\/b><\/h3>\n<ul>\n<li><span style=\"font-weight: 400;\"> \u00a0 \u00a0 <\/span><b>Streamlined operations:<\/b><span style=\"font-weight: 400;\"> Consolidating disparate customer service communication tools into a single unified environment has significantly improved the team\u2019s efficiency.<\/span><\/li>\n<\/ul>\n<ul>\n<li><span style=\"font-weight: 400;\"> \u00a0 \u00a0 <\/span><b>Improved visibility:<\/b><span style=\"font-weight: 400;\"> With Contact Center\u2019s detailed reporting, Swanson\u2019s customer service managers have more real-time visibility into call volume and trends than ever.<\/span><\/li>\n<\/ul>\n<ul>\n<li><span style=\"font-weight: 400;\"> \u00a0 \u00a0 <\/span><b>Enhanced employee engagement and customer satisfaction:<\/b><span style=\"font-weight: 400;\"> Using Contact Center\u2019s Workforce Engagement Suite has helped the company improve agent engagement and its already excellent customer experience.<\/span><\/li>\n<\/ul>\n<hr \/>\n<h3 class=\"heading h3\"><b>An award-winning natural-health company<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Founded more than 50 years ago with a mission to provide pure and effective natural-health products at affordable prices, <a href=\"https:\/\/www.swansonvitamins.com\/\" target=\"_blank\" rel=\"noopener\">Swanson Health<\/a> has more than delivered on that promise. Today, Swanson is one of the most trusted makers of vitamins, nutritional supplements, and other wellness solutions.<\/span><span style=\"font-weight: 400;\">\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Across thousands of customer reviews on TrustPilot, for example, the company maintains an astonishing 4.7-out-of-5 average star rating\u2014placing Swanson on the review site\u2019s shortlist of \u201cExcellent\u201d companies.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Swanson has also earned dozens of industry awards\u2014from such publications as <\/span><i><span style=\"font-weight: 400;\">ConsumerLab.com<\/span><\/i><span style=\"font-weight: 400;\"> and <\/span><i><span style=\"font-weight: 400;\">Global Health &amp; Pharma Magazine<\/span><\/i><span style=\"font-weight: 400;\">\u2014for developing innovative, high-quality products. But the company is equally proud of its many industry awards for outstanding service\u2014including, most recently, being named \u201cCustomer Service Department of the Year\u201d at the 2021 Best in Biz Awards.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">In fact, it was the company\u2019s ongoing commitment to continuously improve the customer experience that led Swanson to RingCentral.<\/span><\/p>\n<p><span style=\"font-weight: 400;\"> \t\t\t<\/p>\n<div class=\"rc-bottom-cta rc-bottom-cta__landscape\" style=\"background-color:#FF8800;flex-direction: row-reverse;\">\n<div class=\"bottom-cta-img\">\n\t\t\t\t\t<img decoding=\"async\" width=\"930\" height=\"700\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2020\/11\/Emoji-hero.png\" class=\"responsive-image\" alt=\"This ...\" \/>\t\t\t\t<\/div>\n<div class=\"bottom-cta-copy\">\n<div class=\"rc-bottom-cta__text\" style=\"color:ffffff;\">\n<h3\n\t\t\t\t\t\t\t\tclass=\"rc-bottom-cta__title headline-copy\"\n\t\t\t\t\t\t\t\tstyle=\"\"\n\t\t\t\t\t\t>This natural-health product leader is making its award-winning customer service even better with RingCentral Contact Center<\/h3>\n<\/p><\/div>\n<div class=\"rc-bottom-cta__btn-wrapper\" style=\"\">\n\t\t\t\t\t\t<a\n\t\t\t\t\t\t\t\tclass=\"btn btn-primary btn-lg rc-bottom-cta__link\"\n\t\t\t\t\t\t\t\ttitle=\"Read Case Study\"\n\t\t\t\t\t\t\t\thref=\"https:\/\/www.ringcentral.com\/whyringcentral\/casestudies\/swanson-health.html\"\n\t\t\t\t\t\t\t\tdata-dl-name=\"Read Case Study\"\n\t\t\t\t\t\t\t\tdata-dl-element=\"button\"\n\t\t\t\t\t\t\t\tdata-dl-additional-info=\"bottom cta banner\"\n\t\t\t\t\t\t\t\tdata-no-auto-dl=\"true\"\n\t\t\t\t\t\t\t\tstyle=\"\"\n\t\t\t\t\t\t\t\tonmouseover=\"\"\n\t\t\t\t\t\t\t\tonmouseout=\"this.style.backgroundColor='';this.style.borderColor='';this.style.color='';\"\n\t\t\t\t\t\t>Read Case Study<\/a>\n\t\t\t\t\t<\/div>\n<\/p><\/div>\n<\/p><\/div>\n<p>\t<\/span><span style=\"font-weight: 400;\">\u00a0<\/span><\/p>\n<h3 class=\"heading h3\"><b>A communications solution capable of supporting a world-class customer service team<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Emma Grotluschen, Senior Manager of Customer Service, notes that Swanson maintains an 85 NPS score for customer support\u2014among the highest of any company in any industry.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">But as Emma notes, one area where her team knew it could improve efficiencies\u2014and, by extension, employee engagement and the customer experience\u2014was with its IT communications infrastructure.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u201cWe were using five or six different IT solutions to power our customer service department\u2014different platforms for phone calls, customer chats, emails, etc. And because those services weren\u2019t talking to each other, we weren\u2019t seeing the holistic team data that our supervisors and agents could use to create a better customer experience.\u201d<\/span><\/p>\n<h3 class=\"heading h3\"><b>A trusted technology partner helps find the ideal solution<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">To help with their search, Emma\u2019s team engaged IT partner Network &amp; Technology Solutions Inc. (NTSI). The company\u2019s owner, Sajid Guauri, explains: \u201cSwanson asked us to present several options based on their specific goals\u2014consolidating systems into a single environment, moving communications to the cloud, improving reporting and analytics capabilities, providing an admin dashboard the company could manage itself, and a few others.\u201d<\/span><span style=\"font-weight: 400;\">\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u201cNTSI did a great job narrowing the field of UCaaS and <a href=\"https:\/\/www.ringcentral.com\/cloud-contact-center.html\">cloud contact center<\/a> solutions for us, clearing away all but the best contenders based on what we needed,\u201d says Emma. \u201cAnd in every category that mattered, RingCentral kept popping to the top of the list.\u201d<\/span><\/p>\n<h3 class=\"heading h3\"><b>RingCentral Contact Center helps improve customer service efficiencies<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Migrating Swanson\u2019s 150 customer service agents onto the cloud-based RingCentral Contact Center platform allowed Emma\u2019s team to streamline the department\u2019s workflows by bringing all their core communication channels\u2014phone, live chat, and email\u2014into a single integrated environment. But, Emma adds, the platform provided several other benefits.<\/span><span style=\"font-weight: 400;\">\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u201cBecause all our customer channels are now connected in one cloud platform, we can easily adjust our teams and queues based on skills and call volume\u2014adding an agent who\u2019s covering a phone queue to a chat queue as backup, or the other way around. That\u2019s allowing our supervisors to make each of these channels more responsive and efficient than ever.\u201d<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Swanson\u2019s customer service department is also leveraging Contact Center\u2019s Workforce Engagement and Quality Management tools to create even more workflow efficiencies, Emma explains.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u201cWith our old system, we had to maintain our employee schedules in a spreadsheet. Now that we have RingCentral, our supervisors can do it all in their Contact Center environment, and it\u2019s so much easier to build those schedules based on agents\u2019 skills, areas of focus, and work hours.\u201d<\/span><span style=\"font-weight: 400;\">\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Emma also notes that another key benefit of RingCentral was moving Swanson\u2019s customer service operation from onsite to the cloud. \u201cThis was our first time ever operating remotely,\u201d she says. \u201cRingCentral Contact Center\u2019s cloud-based tools\u2014the softphone that lets agents log in and take calls on their desktop computers, and the detailed reporting that lets our supervisors manage their teams from anywhere\u2014allowed for a seamless transition to us becoming a remote service department.\u201d<\/span><\/p>\n<p><span style=\"font-weight: 400;\">As for Contact Center\u2019s Quality Management planner, she adds: \u201cWe can automatically assign new agents to supervisors to review their work, a capability we never had before. We can also easily create surveys, update the questions, and review agents\u2019 scores anytime online. It lets us generate a wealth of data and gives us so much flexibility in how we view and analyze it. If I want, I can pull a report just showing how every agent has scored on question number five.\u201d<\/span><\/p>\n<h3 class=\"heading h3\"><b>Contact Center\u2019s Recording feature proves a game-changer<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Finally, Emma points out, the Call Recording capability in RingCentral Contact Center has delivered enormous operational benefits to the company\u2019s customer service operation.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u201cNow that we can automatically record every call in RingCentral Contact Center, our supervisors have been able to review three times as many agents\u2019 calls as before. That means we can give supervisors more context to assess performance and give our agents more relevant and detailed feedback, leading to greater agent engagement. All of these things work together to support our main goal\u2014creating an excellent customer experience.\u201d<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Highlights: \u00a0 \u00a0 Streamlined operations: Consolidating disparate customer service communication tools into a single unified environment has significantly improved the team\u2019s efficiency. \u00a0 \u00a0 Improved visibility: With Contact Center\u2019s detailed reporting, Swanson\u2019s customer service managers have more real-time visibility into call volume and trends than ever. \u00a0 \u00a0 Enhanced employee engagement and customer satisfaction: Using &#8230;<\/p>\n","protected":false},"author":1070,"featured_media":51176,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[18674],"tags":[],"class_list":["post-51175","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-healthcare"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v19.3 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>RingCentral Contact Center helps Swanson Health improve its multiple-award-winning customer service operation | RingCentral Blog<\/title>\n<meta name=\"description\" content=\"Highlights: \u00a0 \u00a0 Streamlined operations: Consolidating disparate customer service communication tools into a single unified environment has significantly\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" 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