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BY NEED

RingCentral Supports New Relic as It Supports a Global Customer Base

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:
New Relic provides the real-time insights that software-driven businesses need to innovate faster.
Year founded:
2008
EMPLOYEES:
Over 1,200 employees
Headquarters:
San Francisco, CA
Website:

New Relic’s cloud-based monitoring solutions make every aspect of modern software and infrastructure observable, providing real-time insights that software-driven businesses need to innovate faster. New Relic is used by more than 16,000 companies around the globe, including more than 50% of the Fortune 100.

With a headquarters in San Francisco and its R&D office in Portland, in recent years New Relic has grown its enterprise business around the globe. Today, the company has offices around the world in places such as Sydney, London, Dublin, Barcelona, Munich, and Zurich.

When Philip Luedtke, Vice President of IT & Business Applications, was looking for a new communications solution, he wanted a single vendor

across all of these sites. In addition, he recognized that mobility is a fact of life at New Relic. Many employees travel. Many also work from home from time to time. Employees based in San Francisco share workstations in an open office configuration. A hard-wired phone system was of little use to a company with such a modern, mobile workforce.

At the same time Luedtke was looking for a new communications solution, he also needed a robust, integrated contact center solution. “We aim to provide a VIP experience for New Relic customers,” he explains. “That requires a comprehensive contact center solution with reporting, analytics, queuing, and call distribution, along with all of the other baseline features our team expects,” says Luedtke.

RingCentral is truly global and supports mobility

New Relic chose RingCentral because it met these requirements better than any communications solution, especially in terms of the availability of international service through RingCentral Global Office™.

“Many providers tout their ability to deliver international phone service, but in reality it’s incohesive and a messy landscape to navigate through,” Luedtke explains. “With RingCentral, we can spin up a new office and ensure that they have a local DID presence in minutes. Billing is simple, too. Global Office makes life easy. With our growth and looking to sell into new markets and new countries, that’s a huge differentiator to have one bill.”

Luedtke also values the RingCentral Phone™ app, which has an adoption rate across the company of 70%. “It gives our sales reps flexibility and

lets them decouple their work phones from their cell phones, and silence the work interaction when they don’t want to be working,” he says. “But when they’re working, they can do it anywhere. It makes for easy traveling for them and is also a big win for the company compared to the international long-distance costs we were previously paying. The sales reps appreciate that aspect too, since they no longer have the hassle of expensing their phone bills.”

As a modern monitoring and analytics company, New Relic expects its cloud phone system to provide detailed reporting and analytics capabilities. RingCentral delivers here, too, giving the company intuitive, graphical dashboards and reports that analyze calling patterns and help manage performance.

Contact Center enables support from anywhere

After adopting RingCentral for voice, New Relic deployed RingCentral Contact Center™ as its call center solution. Although the majority of the company’s customer support takes place through email, some New Relic customers purchase direct phone access to the support team. “We want them to be able to pick up the phone day or night and get a person and have the best possible experience with New Relic,” Luedtke notes.

The Contact Center deployment ensures this by allowing the company to route these customers’ calls 24/7 to any place New Relic performs support, something it was unable to do in the past. That includes the offices in Portland and Dublin, and also the homes of engineers who work weekends and alternate shifts.

“This solution was mostly about improving the customer experience and

allowing our engineers to work wherever,” explains Lee Farley, Director, Technical Support Operations. “Since deploying Contact Center, the customer experience is far better. Customers can self-select to hold, request a callback, or leave a voicemail within the IVR. The quality of the messaging and IVR now matches the quality of the New Relic services we sell.”

Contact Center benefits the New Relic support agents as well, says Farley. “Our support engineers can sign in and then receive calls any time during their shift. No longer are they tied to their desks, nor do they have to worry that a customer call will go unanswered. Contact Center will auto-route to the next available engineer.” In addition, managers now know when a customer is calling, has requested a callback, or left a voicemail.

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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