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Cherry Creek Mortgage Counts on RingCentral for Reliability and Responsive Support

Summary
Needed a phone solution that would work easily on day one, scale easily later.
Cloud-based RingCentral enabled easy office expansion and frictionless growth.
Continuing to benefit from RingCentral’s ease of use and cost-effectiveness.
Company profile
Company profile:
Cherry Creek Mortgage Company is a privately owned and operated mortgage banking company. The company has helped more than 217,000 families finance a home.
Year founded:
1987
EMPLOYEES:
750+ employees
Headquarters:
Greenwood Village, CO

In addition to its corporate headquarters in Colorado, Cherry Creek Mortgage Co. has 75+ branch offices across the United States. A communications platform is a critical part of the company’s infrastructure, because a tremendous amount of communication and collaboration must take place for every mortgage the company handles. Calls and documents flow constantly between the sales agents in the field, Cherry Creek personnel at headquarters (appraisers, underwriters, processors, and so on), and financial institutions.

For Dale Moxon, Cherry Creek’s VP of Facilities, reliability and good customer support are key requirements for any solution he brings into the company, and this is especially true of the communications system. “I can’t afford for our phones to be down,” he explains. “We have our branch personnel calling in discussing the status of their loan files with numerous departments. Downtime has a big impact on our operations.”

Doing away with downtime, consolidating on one solution

Days-long downtimes and constant service drops with its previous communications vendor led Moxon on a search for a more reliable solution. In addition to reliability, he was looking for a comprehensive feature set that would allow him to consolidate multiple solutions (such as phones and video conferencing) into a single platform from one vendor.

His initial research narrowed the field to three unified communications as

a service (UCaaS) solutions. From those, he chose RingCentral. “When I compared the feature sets, I could see that with RingCentral I would get the most functionality for the price,” he says.

Moxon has deployed RingCentral Office® (telephony) and RingCentral Meetings™ (video conferencing) at the corporate headquarters and a number of the branch offices, and is rolling it out to additional offices on an on-going basis.

Reliability achieved, many other benefits too

Moxon got the reliability he was looking for with RingCentral. Downtimes and service drops are a thing of the past. In addition, he found numerous other advantages to going with RingCentral, such as:

RingCentral Phone™. “Our salespeople love having RingCentral on their cell phones, especially having their work number displayed when they call from their personal phones,” Moxon notes.

RingCentral-Salesforce (Jungo) integration. This was another reason Moxon chose RingCentral. All of the RingCentral communications functionality can be accessed from within Jungo, the Salesforce CRM application for mortgage brokers.

The ability to spin up new numbers quickly. This was a sore spot with the previous provider. Moxon would put in a request for a number and get no response for weeks. “With RingCentral, I can go into a portal and pick up a number and activate a phone,” he says. “That’s huge. It’s made a major difference for me in my ability to open new locations.”

Call monitoring. “The RingCentral monitoring tools are great and our network admins love them,” he adds.

RingCentral Meetings. In addition to cost savings made possible by retiring the previous video conferencing solution, RingCentral Meetings (specifically the Large Meetings license) enables Cherry Creek to conduct video training sessions for hundreds of salespeople at a time.

Someone to call who follows through. For a person with as much on his plate as Moxon, this may be the biggest benefit of RingCentral. “Compared with our experience with the other VoIP provider, RingCentral goes well beyond,” he says. “Their follow-up support is exceptional. Everyone we’ve dealt with, from our salesperson to our customer success manager to RingCentral tech support, is knowledgeable and helpful. To me, relationships are huge, and this is a big reason why I’m so happy with RingCentral.”

ProductPlan believes RingCentral offers many benefits for small companies and startups

“The RingCentral platform has supported ProductPlan’s growth over the years in a number of ways,” says Semick, “and I think it could benefit many young and small companies. I’ll give you some examples.”

“Ease of use. Setting up a new employee with RingCentral is really as easy as unboxing the phone, plugging it in, and recording a voicemail message. It doesn’t require any specialized technical expertise.”

“Portability. As our staff grew, we had to move to new offices or take over additional space in our existing offices. With RingCentral, the beauty was we could take the phones to our new space and just plug and play. Because RingCentral is cloud-based, we never needed to set up physical phone lines or wait for a telecom provider to activate service for our staff.”

“Time and cost savings. If we had an on-prem PBX or other traditional business phone system, we’d be spending time and money configuring and managing it. And if we instead relied entirely on our cell phones for business communication, that would create inefficiencies in the office in terms of being able to grab a coworker’s ringing phone or easily transferring calls to the right person. Having the RingCentral cloud platform is the perfect solution for a young but fast-growing company like ProductPlan.”

“Easy scalability. As our Account Management and Customer Success teams grow, RingCentral makes it so easy for us to get them up and running. We just add users, order phones, and plug them in. We don’t have an IT team, and when you’re a startup like us, every aspect of your tech infrastructure that you can outsource, simplify, or set up to be self-running makes it much easier to scale quickly. That’s yet another reason I’m so glad we went with RingCentral from day one.” 

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