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RingCentral Delivers Secure Communications Functionality for a Fast-Growing, Global Business

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:
Medallia is the global leader in customer experience management (CEM) software.
Year founded:
2001
EMPLOYEES:
~ 1,000 employees
Headquarters:
Palo Alto, CA
Website:

Medallia enables companies—no matter their size or complexity—to stay close to their customers. It has a proven track record of partnering with organizations to transform their culture and day-to-day operations around the customer. Not only does Medallia capture customer feedback from any channel—mobile, web, in-store, social media, and contact centers—but it also delivers sophisticated data and insight to the most relevant teams and people who can take action. All in real time.

“Medallia becomes the eyes and ears of a company,” says Sam Bryson, IT Support Manager at Medallia. “We help companies stay connected to their customers, no matter how big they get or how complicated their

customer journeys become. As a result, our customers stay nimble and can act fast, whether responding to a customer need or innovating to create new value they know their customers are demanding.”

Medallia created the customer experience management (CEM) category and continues to lead the space. It works with hundreds of brands across financial services, telecommunications, hospitality, airlines, retail, professional services organizations, and technology companies. Medallia is backed by Sequoia Capital, the venture firm’s largest investment to date.

Upgrading communications at a fast-growing, global company

Based in Silicon Valley, Medallia has offices in New York, London, Paris, Hong Kong, Sydney, Buenos Aires, and Tel Aviv, and continues to expand. When Bryson and the IT team decided to upgrade Medallia’s communications system, they knew they needed a system that could keep up with the company’s quickly growing global presence.

Bryson’s goal was to implement a single global provider that would equip all Medallia locations with a standard set of communications functionality and a consistent user experience. He also wanted to ensure that the solution would maintain necessary bandwidth as the company continues to scale. With those requirements in mind, he chose RingCentral’s unified communications as a service (UCaaS) platform.

“We are growing at a very rapid pace and needed a solution that would grow with us. RingCentral’s platform is simple and eliminates all the hassle of on-prem systems, such as POTS ordering and sizing per country contracts, allowing our team to focus on more critical activity,” says Bryson.

The functionality is not limited to Medallia employees who only work in-office. “RingCentral lets any Medallian be a part of the office

communications system, whether they work in one of our offices, at home, or remotely. This enables us to maintain the flexibility that is a core part of our culture,” continues Bryson. Medallia uses other RingCentral functionality, including RingCentral Global Office™ for international branch offices, RingCentral Meetings™ for face-to-face online collaboration, and RingCentral integrations with Okta.

Medallia uses RingCentral for Okta for identity and access management. This lets users access RingCentral in a secure fashion, automatically provision RingCentral phone numbers, and link employees’ contact information to Medallia’s active directory.

Medallia is also in beta with RingCentral CloudConnect™, a new managed service that provides a dedicated and private MPLS network connection between a company’s network service provider and RingCentral.

“Moving to the cloud required us to assure call and meeting quality,” Bryson explains. “With CloudConnect, we have guaranteed bandwidth, guaranteed service.”

RingCentral helps ProductPlan provide high-quality experiences to customers worldwide

“Today, we have thousands of customers in dozens of countries,” Semick explains. “It’s amazing to realize some of the world’s most respected companies use our software to plan and share their roadmaps and strategies.”

“The RingCentral platform plays a key role, especially for our Customer Success teams, in helping us consistently deliver a high-quality call experience to our customers and to be responsive whenever they need us.”

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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