{"id":51305,"date":"2022-03-09T13:29:06","date_gmt":"2022-03-09T21:29:06","guid":{"rendered":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/?p=51305"},"modified":"2025-04-02T20:01:12","modified_gmt":"2025-04-03T03:01:12","slug":"how-ringcentral-helped-north-americas-6th-largest-specialty-transportation-provider-save-money-and-improve-its-customer-service","status":"publish","type":"post","link":"\/us\/en\/blog\/how-ringcentral-helped-north-americas-6th-largest-specialty-transportation-provider-save-money-and-improve-its-customer-service\/","title":{"rendered":"How RingCentral helped North America\u2019s 6th largest specialty transportation provider save money and improve its customer service"},"content":{"rendered":"<h3 class=\"heading h3\"><b>Highlights:<\/b><\/h3>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Improved collaboration:<\/b><span style=\"font-weight: 400;\"> Migrating employees onto RingCentral\u2019s unified app for phone, messaging, video, and integrated workflow tools, Bennett has improved communication and collaboration.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Cost savings: <\/b><span style=\"font-weight: 400;\">Bennett replaced most in-person employee meetings, many of which required flights, with RingCentral Video meetings, which significantly lowered costs.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Customer experience: <\/b><span style=\"font-weight: 400;\">Using<\/span> <span style=\"font-weight: 400;\"><a href=\"https:\/\/www.ringcentral.com\/contact-center\/skills-based-routing.html\">RingCentral Contact Center\u2019s skills-based routing<\/a> and other features, the company has been able to improve customer service operations.<\/span><\/li>\n<\/ul>\n<hr \/>\n<h3 class=\"heading h3\"><b>One of the world\u2019s largest specialty transportation providers<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">When thousands of businesses across the US and around the world need specialty shipping, warehousing, and other supply-chain services, they turn to the Bennett Family of Companies.<\/span><span style=\"font-weight: 400;\">\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">With its wide range of subsidiary companies\u2014specializing in domestic trucking, international freight, distribution services, even oil-field support\u2014Bennett has become one of the industry\u2019s most successful logistics providers. In 2021, <\/span><i><span style=\"font-weight: 400;\">American Cranes &amp; Transport Magazine<\/span><\/i><span style=\"font-weight: 400;\"> named Bennett the 6th largest specialized transportation business in North America.<\/span><\/p>\n<h3 class=\"heading h3\"><b>A telephony system that couldn\u2019t keep pace with Bennett\u2019s growth<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Praveen Boppana, Bennett\u2019s Director of Technology, explains that as the organization added more specialty companies to its corporate family, managing a companywide customer support operation became increasingly difficult.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u201cOur organization is composed of many different business units, each with its own areas of focus, operating in different regions throughout the country. We needed more flexibility than our old phone system offered in terms of configuring call queues, creating skills for routing calls to the right people, and addressing each business\u2019s unique telephony needs.\u201d<\/span><\/p>\n<p><span style=\"font-weight: 400;\">And as Bennett\u2019s IT Project Manager James Collett adds, these challenges were further complicated by the fact that the company\u2019s previous phone system wasn\u2019t user-friendly from an admin standpoint. \u201cEven for little things, like adding a user or updating a call queue, we\u2019d need to go to the one person in the company who knew that language.\u201d<\/span><\/p>\n<p><span style=\"font-weight: 400;\">As their telephony system reached its end of life, Bennett\u2019s IT team began looking for a better solution\u2014ideally one that could unify phone service, messaging, video, and contact center operations in a single cloud environment. Their search led them to RingCentral.<\/span><\/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=\"Transportation ...\" \/>\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>Transportation Company Uses RingCentral to Improve Customer Experience and Save Money<\/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\/bennett-international.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<h3 class=\"heading h3\"><b>RingCentral\u2019s unified communications platform proves invaluable during COVID\u00a0<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Praveen notes that Bennett\u2019s employees were just beginning to shift their communications to the RingCentral platform\u2014for calls, team messages, and video meetings\u2014pre-COVID. But as the 2020 quarantines began, companywide adoption accelerated rapidly. In fact, Praveen credits the company\u2019s move to RingCentral with enabling a smooth transition to an unfamiliar working arrangement for the organization.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u201cBennett never had much of a remote workforce, so the pandemic posed some culture shock, as we suddenly had to set up all our back-office and operations teams at home. But because everyone had the RingCentral softphone and mobile apps, that transition was smooth. We all had our business numbers, <a href=\"https:\/\/www.ringcentral.com\/video-call.html\">video call<\/a> capability, and my favorite\u2014team messaging\u2014right on our computers and cell phones.\u201d<\/span><\/p>\n<h3 class=\"heading h3\"><b>Helping the company lower expenses<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">James also points out that, although it hadn\u2019t been a significant factor in the company\u2019s decision to move to RingCentral, having a built-in video conferencing platform led to savings in travel costs.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u201cPre-RingCentral and pre-COVID, we were flying employees to our offices around the country all the time, sometimes just for a one-hour meeting. Now that we\u2019re doing those meetings virtually with RingCentral Video, we\u2019re saving untold money.\u201d<\/span><\/p>\n<h3 class=\"heading h3\"><b>A technical support team Bennett can count on<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">In addition to the workflow improvements Bennett is enjoying thanks to RingCentral\u2019s features, and the money the platform is saving the company, he notes that he\u2019s also grateful for RingCentral\u2019s Enterprise Support services.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u201cOne of the most impressive things about RingCentral\u2019s support team is how proactive they are. They don\u2019t just wait for us to contact them with a question or issue. They\u2019ll call on us periodically just to make sure we\u2019re doing okay and ask if they can help us with anything. That\u2019s not something you find in most tech support operations.\u201d\u00a0<\/span><\/p>\n<h3 class=\"heading h3\"><b>RingCentral Contact Center helps improve the customer experience<\/b><span style=\"font-weight: 400;\">\u00a0<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">When the customer service department moved its 75 agents onto RingCentral Contact Center, Praveen explains, Bennett\u2019s support operation became better able than ever to provide an outstanding experience to callers.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u201cWith Contact Center, we can easily set up call queues, assign customer support agents to the right queues based on their areas of expertise, and in general create a better experience for our customers.\u201d<\/span><\/p>\n<h3 class=\"heading h3\"><b>The <\/b><a href=\"https:\/\/www.ringcentral.com\/apps\/\"><b>RingCentral App Gallery<\/b><\/a><b> helps further enhance the company\u2019s support operations<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Finally, Praveen notes, the company is further improving its support workflows with the <\/span><a href=\"https:\/\/www.ringcentral.com\/apps\/zendesk\"><span style=\"font-weight: 400;\">Zendesk for RingCentral integration<\/span><\/a><span style=\"font-weight: 400;\">.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u201cWhen we receive a support call through RingCentral, it automatically creates a ticket in Zendesk. In addition to getting our support group those tickets more quickly, it also lets us see everything that\u2019s happening on the support side without leaving our RingCentral environment. We can monitor how many tickets are open at any moment and the average time it\u2019s taking to close a ticket\u2014which is data we can use to continually improve the customer experience.\u201d<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Highlights: Improved collaboration: Migrating employees onto RingCentral\u2019s unified app for phone, messaging, video, and integrated workflow tools, Bennett has improved communication and collaboration. Cost savings: Bennett replaced most in-person employee meetings, many of which required flights, with RingCentral Video meetings, which significantly lowered costs. Customer experience: Using RingCentral Contact Center\u2019s skills-based routing and other features, &#8230;<\/p>\n","protected":false},"author":1025,"featured_media":51306,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[4],"tags":[],"class_list":["post-51305","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-experience"],"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>How RingCentral helped North America\u2019s 6th largest specialty transportation provider save money and improve its customer service | RingCentral Blog<\/title>\n<meta name=\"description\" content=\"Highlights: Improved collaboration: Migrating employees onto RingCentral\u2019s unified app for phone, messaging, video, and integrated workflow tools, 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