{"id":51909,"date":"2022-05-05T06:58:20","date_gmt":"2022-05-05T13:58:20","guid":{"rendered":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/?p=51909"},"modified":"2025-03-13T06:19:36","modified_gmt":"2025-03-13T13:19:36","slug":"syngenius-customer-story","status":"publish","type":"post","link":"\/us\/en\/blog\/syngenius-customer-story\/","title":{"rendered":"How one IT company provides stellar customer experience, every time"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">Syngenius, an IT company serving Pennsylvania, New York, and New Jersey, celebrated 20 years in business in 2022: a milestone few managed IT providers ever reach. But what makes their achievement even more impressive is that<strong> the company has grown into a leading technology solution provider almost entirely through word-of-mouth advertising from their clients<\/strong>.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">And those clients have reason to sing the company\u2019s praises. Unlike its competitors, Syngenius asks its clients to hold the company accountable for anything but outstanding service.\u00a0<\/span><\/p>\n<p>Let&#8217;s take a closer look at how Syngenius makes their customers so happy.<\/p>\n<hr \/>\n<p class=\"p1\">\ud83d\udd0d<span style=\"font-weight: 400;\"> Access <strong>Metrigy&#8217;s free report<\/strong> to learn more about the 2022 state of customer experience technology.<\/span><\/p>\n<p><span style=\"font-weight: 400;\"><\/p>\n<div class=\"download-form-widget standart-download-form\" data-url=\"https:\/\/netstorage.ringcentral.com\/report\/metrigy-cx-report.pdf\" data-id=\"69d4a7ba04414\" id=\"69d4a7ba04414\">\n\t\t<button tabindex=\"on\"  on=\"tap:69d4a7ba04414.toggleClass(class='open')\" class=\"open-modal-download-action download-form-button\" type=\"submit\">\ud83d\udcd9 Get the report<\/button><\/p>\n<div class=\"download-form-modal\">\n<div class=\"download-form-modal-body\">\n<div class=\"download-form-modal-content\">\n<div class=\"download-form-modal-title\">\ud83d\udc40 \u200a Get this free report to learn about the 2022 state of customer experience technology. <\/div>\n<form class=\"download-form SMB\" method=\"post\">\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<input class=\"download-form-input\" aria-label=\"Full Name\" aria-required=\"true\" aria-invalid=\"false\" type=\"text\" name=\"fullname\" placeholder=\"Full Name\" data-dl-events-hover=\"true\" data-dl-element=\"text\" data-dl-additional-info=\"download form\">\n\t\t\t\t\t\t<\/div>\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<input class=\"download-form-input\" aria-label=\"Email (please enter a work email address)\" aria-required=\"true\" aria-invalid=\"false\" type=\"email\" autocomplete=\"on\" name=\"email\" placeholder=\"Email (please enter a work email address)\" data-dl-events-hover=\"true\" data-dl-element=\"email\" data-dl-additional-info=\"download form\">\n\t\t\t\t\t\t<\/div>\n<div>\n\t\t\t\t\t\t\t<input type=\"hidden\" name=\"popup_form\" value=\"1\">\n\t\t\t\t\t\t<\/div>\n<div>\n\t\t\t\t\t\t\t<input type=\"hidden\" name=\"Lead_Entry_Source__c\" value=\"RC Blog\" class=\"download-form-input\"\/>\n\t\t\t\t\t\t<\/div>\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<button class=\"download-form-submit\" type=\"submit\" data-dl-element=\"button\" data-no-auto-dl=\"true\" data-dl-additional-info=\"download form\" data-dl-name=\"Get it now\">Get it now<\/button>\n\t\t\t\t\t\t<\/div>\n<\/p><\/form>\n<p> \t\t\t\t\t<button on=\"tap:69d4a7ba04414.toggleClass(class='open')\" role=\"button\" tabindex=\"0\"  class=\"download-form-modal-close\"><\/button>\n\t\t\t\t<\/div>\n<div class=\"download-form-modal-thank\">Enjoy! <\/div>\n<\/p><\/div>\n<\/p><\/div>\n<\/p><\/div>\n<p><\/span><\/p>\n<hr \/>\n<h2 class=\"heading h2\">Leading customers to the right IT solutions for their businesses<\/h2>\n<p><span style=\"font-weight: 400;\">Sabrina Bitting, Syngenius\u2019s Client Operations Manager, explains that one of her company\u2019s largest clients was growing frustrated with the lack of functionality of its telephony system\u2014and asked her to find a solution better suited to the company\u2019s unique needs.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u201cThis is a medical billing firm, and they have a huge number of agents, many of them remote, making calls all the time. The company\u2019s old phone system didn\u2019t give them the reporting capabilities they needed for important performance insights\u2014like how long the average calls took, how many were getting missed, and which agents were taking calls at a given moment.\u201d<\/span><\/p>\n<p><span style=\"font-weight: 400;\">After researching the cloud communications landscape, Sabrina and her team found RingCentral the clear winner\u2014the strongest industry reputation and the richest feature-set.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u201cOur medical billing client was thrilled with RingCentral\u2019s reporting, analytics, and coaching capabilities,\u201d Sabrina says. \u201cAfter getting by with essentially no reporting, the company could now get detailed reports automatically delivered to their managers anytime\u2014daily, weekly\u2014with any KPIs or performance metrics they wanted to monitor. RingCentral even gives their managers the ability to listen live on calls and whisper in to help agents in mid-call.\u201d<\/span><\/p>\n<p><span style=\"font-weight: 400;\"><\/p>\n<div class=\"rc-post-content-cta rc-post-content-cta_green\">\n<div class=\"rc-post-content-cta-columns\">\n<div class=\"bottom-cta-img\">\n\t\t\t\t<img decoding=\"async\" width=\"930\" height=\"700\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2022\/04\/man-at-his-desk.jpg\" class=\"responsive-image\" alt=\"\" \/>\t\t\t<\/div>\n<div class=\"bottom-cta-copy\">\n<div class=\"headline-copy\" style=\"text-align:left;\">Learn more about Syngenius&#8217;s customer experience success<\/div>\n<\/p><\/div>\n<\/p><\/div>\n<div class=\"rc-post-content-cta-footer\">\n<div class=\"bottom-cta-logo-container\">\n<div class=\"bottom-cta-logo\"><span aria-hidden=\"true\"><svg width=\"154\" height=\"34\" viewBox=\"0 0 154 34\" fill=\"#000\" role=\"img\" aria-labelledby=\"cta-ring-logo-1857838861\" 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9.60219Z\" \/>\n\t\t\t\t\t\t\t<path fill-rule=\"evenodd\" clip-rule=\"evenodd\" d=\"M16.9769 0.548269C16.101 0.914019 15.307 1.44981 14.6364 2.12196L16.332 3.81756C16.7764 3.37 17.3041 3.01548 17.8865 2.77325C18.4688 2.53102 19.0928 2.40429 19.7232 2.40269C20.3537 2.40108 20.9777 2.523 21.5616 2.76362C22.1439 3.00264 22.6749 3.35556 23.1225 3.79991L24.8181 2.10431C23.8106 1.1001 22.5289 0.415123 21.1333 0.139206C19.7377 -0.139919 18.2907 0.00285184 16.9769 0.548269Z\" \/>\n\t\t\t\t\t\t<\/svg><\/span><\/div>\n<\/p><\/div>\n<div class=\"bottom-cta-link\">\n\t\t\t\t<a href=\"https:\/\/www.ringcentral.com\/whyringcentral\/casestudies\/syngenius.html\" class=\"view-all view-all-white \" data-dl-name=\"Read the case study\" data-dl-element=\"button\" data-dl-additional-info=\"bottom cta banner\" data-no-auto-dl=\"true\">Read the case study<span class=\"svg-icon\" aria-hidden=\"true\"><svg width=\"24\" height=\"24\" viewBox=\"0 0 24 24\" fill=\"#000\" role=\"img\" aria-labelledby=\"cta-ring-arrow-1857838861\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n\t\t\t\t\t<title id=\"cta-ring-arrow-1857838861\">Ring Central Logo<\/title>\t\n\t\t\t\t\t<path d=\"M0 11.5C0 11.2239 0.223858 11 0.5 11H21.6797C21.9559 11 22.1797 11.2239 22.1797 11.5V12.5C22.1797 12.7761 21.9559 13 21.6797 13H0.5C0.223858 13 0 12.7761 0 12.5V11.5Z\" ><\/path>\n\t\t\t\t\t<path fill-rule=\"evenodd\" clip-rule=\"evenodd\" d=\"M21.1718 12.0001L15.8086 6.63691C15.6134 6.44165 15.6134 6.12506 15.8086 5.9298L16.5157 5.22269C16.711 5.02743 17.0276 5.02743 17.2228 5.22269L23.6467 11.6465C23.8419 11.8418 23.8419 12.1584 23.6467 12.3536L17.2228 18.7775C17.0276 18.9727 16.711 18.9727 16.5157 18.7775L15.8086 18.0704C15.6134 17.8751 15.6134 17.5585 15.8086 17.3633L21.1718 12.0001Z\" ><\/path>\n\t\t\t\t<\/svg><\/span><\/a>\n\t\t\t<\/div>\n<\/p><\/div>\n<\/p><\/div>\n<p>\t<\/span><\/p>\n<h2 class=\"heading h2\">One critical change helped multiple clients<\/h2>\n<p><span style=\"font-weight: 400;\">Sabrina\u2019s experience implementing RingCentral for that medical billing client proved so successful that Syngenius began reviewing RingCentral\u2019s many capabilities\u2014cloud phone, team messaging, video conferencing, digital faxing, SMS texting\u2014to see how they could improve operations for other Syngenius clients.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">As she explains, they found many opportunities.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u201cThe flexibility of RingCentral is just amazing. For one client, a charitable organization that runs a summer camp for children with disabilities, we had them set up RingCentral\u2019s team messaging on their counselors\u2019 cell phones to help them communicate across the 80-acre camp. They were going to buy everyone walkie-talkies, but this turned out to be a much more efficient solution.\u201d<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u201cFor another client, a domestic-abuse shelter, we set up a dedicated RingCentral number they can publish for victims who want to send an SMS text message for help rather than make a phone call. They have a 24\/7 hotline as well, also through RingCentral, but now the organization\u2019s advocates can both answer calls and respond to texts through the RingCentral desktop app.\u201d<\/span><\/p>\n<p><span style=\"font-weight: 400;\">In fact, Sabrina\u2019s team was so impressed with what RingCentral was doing for these clients that Syngenius moved all of its employees onto the platform as well. \u201cOur staff now uses every tool in the RingCentral toolbox for our own operations,\u201d she says. \u201cIt\u2019s our phone system, our video app for internal meetings and training new people, our team messaging platform, our SMS texting tool, and even our cloud fax solution.\u201d<\/span><\/p>\n<h2 class=\"heading h2\">Saving clients money goes a long way<\/h2>\n<p><span style=\"font-weight: 400;\">By migrating its clients onto RingCentral\u2019s unified communications platform, Syngenius is also delivering another benefit: lower overall telecom costs. Most of these clients were paying different vendors for several of the services they now have included in their RingCentral UCaaS solution\u2014which, as Sabrina notes, in some cases is resulting in serious cost-savings.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u201cWe\u2019ve helped our medical billing client achieve significant savings with RingCentral. After we helped them cancel their standalone services for video, chat, and fax\u2014because now they have that all with RingCentral\u2014the company was able to reduce their communications costs by thousands of dollars.\u201d<\/span><\/p>\n<h2 class=\"heading h2\">Bonus tip from Syngenius: Work with companies that go the extra mile<\/h2>\n<p><span style=\"font-weight: 400;\">To help with the rollout, training, and onboarding for Syngenius\u2019s medical billing client, Sabrina brought in RingCentral\u2019s Professional Services Team. At the time, Syngenius was new to RingCentral and wanted to make sure the client enjoyed a smooth, hassle-free migration to their new cloud-communications environment. That experience proved so helpful, Sabrina notes, that now Syngenius can quickly and smoothly onboard other clients onto the RingCentral platform.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u201cRingCentral Professional Services group was like our train-the-trainer team,\u201d she says. \u201cThey were so knowledgeable and responsive to our questions that we felt like after that one implementation experience, we were ready to do it ourselves for our other clients. And it has worked out beautifully for each additional client we\u2019ve brought onto RingCentral.\u201d<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Syngenius, an IT company serving Pennsylvania, New York, and New Jersey, celebrated 20 years in business in 2022: a milestone few managed IT providers ever reach. But what makes their achievement even more impressive is that the company has grown into a leading technology solution provider almost entirely through word-of-mouth advertising from their clients.\u00a0 And &#8230;<\/p>\n","protected":false},"author":29,"featured_media":50669,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[17901],"tags":[],"class_list":["post-51909","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-business-leadership"],"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 one IT company provides stellar customer experience, every time | RingCentral Blog<\/title>\n<meta name=\"description\" content=\"Syngenius, an IT company serving Pennsylvania, New York, and New Jersey, celebrated 20 years in business in 2022: a milestone few managed IT providers\" \/>\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\/syngenius-customer-story\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"How one IT company provides stellar customer experience, every time\" \/>\n<meta property=\"og:description\" content=\"Syngenius, an IT company serving Pennsylvania, New York, and New Jersey, celebrated 20 years in business in 2022: a milestone few managed IT providers\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/syngenius-customer-story\/\" \/>\n<meta property=\"og:site_name\" content=\"RingCentral Blog\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/ringcentral\" \/>\n<meta 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