How This Leading Internet-of-Things Company Revamped its Own Customer Service Operation—with Help from RingCentral Engage Voice
Victoriaville Quebec, Canada
I wanted a simple, predictable plan that let us pay only for what we needed, and to add or remove licenses as often as necessary. Only RingCentral offered us that level of flexibility.
VP of Corporate Development and M&A
Calls viewed and analyzed
Increase in support team capacity
Goosehead Insurance (NASDAQ: GSHD) has leveraged a top-quality team and cutting-edge technology to become one of the largest and fastest-growing insurance brokerages in the industry. Today, more than 15 years after its founding, Goosehead is still in hyper growth mode.
But the company, which started with a mission to “put clients at the center of our universe,” found its on-premises phone system was holding it back from fulfilling that mission. The search for a better communications solution led to RingCentral.
A lot of technology companies claim to be “revolutionizing” or “disrupting” their industries. Only a few of these companies, however, are creating entirely new categories of successful tech products. GTX Global is on that shortlist
Techno-X Group (GTX) is a rapidly growing innovator in the Internet of Things (IoT) space, helping organizations and individuals connect a wide range of physical products to the internet. In fact, the global company has already connected millions of devices—from outdoor to Security—for customers in more than 45 countries.
Through its subsidiary Vosker, for example, GTX developed and is selling the world’s first mobile security cameras, which transmit data via cellular signal without the need for WiFi or wires. Through another subsidiary (SPYPOINT), GTX has created a similar IoT innovation for the hunting community—a cellular-based trail camera and complete digital scouting system.
Innovations like these have earned GTX a worldwide customer base and a spot on several publications’ lists of Canada’s fastest-growing companies. But as GTX’s business expanded, the company realized its customer service operation was falling short of its own standards of excellence.
Outsourcing customer service no longer made sense
For a couple of years, GTX outsourced its customer service operations to third-party call centers. And although the company believed these call center organizations were doing their best, GTX was convinced that the quality of their services was insufficient.
“One challenge we faced was that our customer service calls are often very technical and require a great deal of expertise,” says Jean-François Boyer, GTX Global’s Vice President of Corporate Development and M&A. “Each time we launched a new IoT product or acquired customers in a new country, our call center partners found it more difficult to handle those inquiries.”
As GTX’s business grew, and its customer service needs increased accordingly, the company decided to take the support function in-house—and build its own internal customer service division. As Boyer explains: “We’re a tech company, so naturally our initial focus was on building the right customer service tech stack.”
Most call center software was priced too rigidly
When he began researching the telecommunications industry for call center solutions, Boyer ran into the same problem over and over: These providers did not have pricing plans that made sense for the unique needs of GTX Global.
“Our business is highly seasonal, particularly for hunting and the other outdoor industries that our IoT devices serve, he says.” As a result, Boyer points out that GTX might need to temporarily increase its customer service staff to as many as 300 agents during peak months, but then scale back to 150 or even fewer during slower parts of the year.
Until he discovered RingCentral, Boyer couldn’t find a call center solution that gave him the flexible pricing he needed. “Either we had to sign up for annual licenses, which meant we’d have far more seats than we needed for a lot of the year, or we’d have to pay for them monthly, which cost a lot more.”
RingCentral is a technology partner, not just a vendor. As tech innovators ourselves, my team really appreciates being invited to beta test new RingCentral features. It makes us feel like we’re helping shape the future of great technologies—which is exactly why we started GTX.
VP of Corporate Development and M&A
Then Boyer’s team found RingCentral Engage Voice: a cloud-based CCaaS (Contact Center as a Service) solution that blends outbound and inbound services in a unified platform combining voice, chat, and analytics tools. “RingCentral presented us with an offer so flexible, so logical, and so tailored to our circumstances, I knew we’d found our partner. I said: ‘Done deal.’”
An improved experience for agents and customers
By integrating the RingCentral Engage Voice platform with the company’s Salesforce account, GTX’s customer service team has been able to significantly improve its efficiency on calls—by bringing up a customer’s detailed profile on the agent’s screen before the agent even picks up the call.
“The agent will know which of our products this caller has, and what if any issues the customer has had before, as soon as their phone starts ringing,” says Boyer. “This way, when our agents answer, they’re able to move more quickly to solve the issue—and they make the customer feel like we know who they are and care about them.”
Boyer also points out that by saving GTX’s agents the trouble and stress of digging for a caller’s details just to catch up—and giving them key information before they take the call—RingCentral Engage Voice is even helping to boost agents’ job satisfaction levels.
“Making our customer service agents’ jobs more enjoyable definitely improves our business,” Boyer says. “But also, to the extent we can make our agents happy and reduce the stress of their jobs, I think that’s a valuable end in itself.”