COMPANY

Case Studies

MSX International

MSX International




A Platform for First-Class Customer Service

MSXI is the world’s largest provider of retail solutions to automotive OEMs and dealers. One of its services is operating call centers for the OEMs, who refer to these operations variously as customer relationship centers, service and support centers, and business development centers. Regardless of the name, these centers manage critical aspects of the customer and dealer experience and are key to forming positive relationships with
the OEMs.

At times, these centers must be set up quickly, anywhere in the world. “We’re in the process of a digital transformation that enables this level of agility, and our communications infrastructure is a big part of that,” explains Brendan P. Walsh, Global Vice President and Chief Digital Officer at MSXI. The communications infrastructure includes everything from individual phone connectivity for employees embedded at customers’ sites, to international interoffice collaboration—including online meetings and conferences, to call centers located around the world.

RingCentral: a truly digital provider

MSXI uses Ring Central Global Office™ for global telephony, RingCentral Meetings™ and Rooms™ for online collaboration and web conferencing, and RingCentral Contact Center as its call center solution. “RingCentral is truly a digital provider,” says Walsh. “Its solutions are native cloud, native mobile. They allow us to operate everywhere and to be more responsive to our customers’ needs.”

“RingCentral facilitates cloud adoption in a way that no other company does,” adds Andrew Borowski, Director of Global Infrastructure, MSXI. “I feel like they’re on that same path as we are, and to them, we are a partner rather than just a customer.”

Streamlined global collaboration

The transition to RingCentral has greatly simplified global collaboration at MSXI. “Four-digit dialing to reach a colleague in another country is a huge benefit to us,” says Khris Hruska, Technical Program Manager at MSXI. Many MSXI employees use the RingCentral Phone —an option they didn’t previously have. “RingCentral Phone is especially nice for our remote users, like those who are embedded with a client,” he adds. “They can now be more a part of the team.”

RingCentral Meetings has replaced previous conferencing processes that involved either Skype™ or an audio bridge the company purchased separately. “Now we have conferencing functionality included with RingCentral. We simply set up a RingCentral meeting in Outlook and send out the invite,”
Hruska notes.

Rapid rollouts and first-class customer service

MSXI’s use of RingCentral Contact Center exemplifies the benefits of the company’s digital transformation to its OEM customers. “Many improvements are possible with a digital solution such as Contact Center, such as spinning up new services very quickly and engaging customers in ways we couldn’t before,” says Walsh.

“With RingCentral, if someone says, ‘I need a help desk by Friday,’ I can do it,” explains Hruska.

Contact Center’s omnichannel support lets customers use their communication method of choice (text, phone, online chat, etc.) when they contact an MSXI call center. According to Borowski, many automotive OEMs are not aware of the benefits of an omnichannel solution and are very enthusiastic when they learn of the ways it will let them interact with their customers. “It’s a game changer,” Borowski says. “Contact Center is allowing us to offer services we never would have been able to with our
previous platform.”

Support for digital transformation now and in the future

Overall, the RingCentral platform delivers all of the communications functionality MSXI has identified as critical for supporting its customers. This includes global telephony, support for mobile phones, integrations with other applications and databases, reporting and analytics, and a state-of-the-art call center solution. “With RingCentral, we can now offer next-generation support to our global OEM customers,” Walsh says.

He also values that he can count on RingCentral to support MSXI as it continues its digital transformation to include emerging technologies such as artificial intelligence (AI). “We have literally decades of technical help-desk data that can be digitalized and leveraged via AI and chatbots in ways that will help us ensure a high level of service,” explains Walsh. “RingCentral is a key enabler to letting us leverage all of what we know to the benefit of both MSXI and the OEMs.”

Company profile

MSX International (MSXI) is a business process outsourcing company providing technology-based services in more than 80 countries. MSXI is the world's largest provider of retail solutions to automotive OEMs and
their dealers.


Year founded:
1996


Website:
msxi.com


Headquarters:
Detroit, MI


Size:
6,000 employees


Presence in
80 countries


“It’s a game changer. Contact Center is allowing us to offer services we never would have been able to with our
previous platform.”

— Andrew Borowski, Director of Global Infrastructure

“RingCentral is a key enabler to letting us leverage all of what we know to the benefit of both MSXI and the OEM partners.”

— Brendan P. Walsh, Global Vice President and Chief Digital Officer