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How Burgers’ Smokehouse mastered the holiday rush with RingCX
Region
Americas
Company size
100–399
Industry
Consumer Services
Products used
Overview
Burgers’ Smokehouse’s rigid legacy hardware created severe communication bottlenecks during peak seasons as well as frequent weather-related outages. But the on-premise system went from being a challenge to completely overwhelmed as the company experienced a nearly 900% increase in inbound orders. By migrating to the RingCX contact center platform, they achieved real-time visibility into agent status and the ability to scale staffing instantly. This digital shift ensures their multi-brand operation remains resilient against weather disruptions and is prepared for future automated payment security.
RingCX’s monitoring and supervision capabilities are so much more powerful and effective than we had with our old system. Being able to go back and listen to that call and hear that interaction, before you actually reach out to the customer gives us a big step up.
Shannon Bryant
,
IT Specialist
About our customer
Burgers' Smokehouse has been a distinguished name in premium meat processing and cured hams since 1927. As a family-owned business, they supply national retail partners and maintain a dedicated direct-to-consumer mail-order following.
The challenge: Rigid hardware incapable of flexing for seasonal spikes
For years, the IT and contact center teams struggled to manage an aging on-premise system that lacked the flexibility required for a high-variance retail business. During summer months, the contact center team handled roughly 50 calls a day, but in December, the company’s busiest month of the year, volume spiked by 900%, to nearly 500 calls daily.
- Financial drain: Maintaining the legacy system cost as much as a modern cloud upgrade without offering new features or recordings.
- Operational blind spots: Supervisors had no way to record calls or monitor agent availability in real-time, limiting their ability to identify and address coverage gaps.
The solution and ROI: A scalable, high-visibility call center
To address the friction of stagnant and inflexible legacy hardware, Burgers’ Smokehouse migrated to cloud-based RingCX contact center solution. By prioritizing software-led oversight over manual checks, they enhance agent accountability and now operate with total transparency across its multiple brands and locations. Today, Burgers’ Smokehouse maintains consistent service experience whether staff are on-site at the plant or working remotely, leveraging RingCX to:
- Handle a massive 900% spike in call volume during the December holiday peak, successfully ramping up from 50 daily calls to 500 without system lag.
- Keep operations running at full capacity, giving supervisors real-time insight into team availability so they can step in, redistribute workload, and eliminate unnecessary downtime.
- Streamline the resolution of complex customer service issues by allowing managers to whisper (provide real-time, agent-only coaching mid-call) or join escalating calls, which has led to a substantial increase in single-call resolutions.
What’s next for Burgers’ Smokehouse
The Burgers’ Smokehouse’s Contact Center and IT teams are actively planning to expand the company’s use of RingCX. After such a successful deployment in the mail-order division, the organization sees a clear path toward unifying more wholesale and retail teams under the same intelligent contact center platform. This evolution ensures that while their craft stays rooted in tradition, their customer engagement is powered by the most agile technology available.
To learn more about our customer, visit Burgers' Smokehouse.
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